Apprentice and Employer Complaints Policy and Procedure

Overview

At the Impact Futures, we strive to give our customers the best possible service that they expect, including but not exclusively high-quality training. However, we recognise that sometimes things may go wrong. If for any reason you are dissatisfied with the service that we provide, please let us know so we can deal with your query and ensure improvements are made as part of our ethos and commitment to continuous improvement.

What is a complaint?

A complaint is when you inform us you are not happy about the service we provide. It can be about anything, can be relatively minor or something more serious and could include:

• When we do not deliver a service on time
• When we give you, the learner or employer the wrong information
• When you receive a poor-quality service
• When you have a problem with a member of staff

We ensure that:

• Making a complaint is as easy as possible
• We treat your complaint seriously and with the utmost professionalism
• We deal with your complaint promptly and in accordance with our confidentiality policy
• We learn from complaints and use them to review and improve our service
• However, a complaint is received, it will be dealt with efficiently, with the aim of resolving the issue as quickly as possible, to the satisfaction of the customer

Confidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Impact Futures maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own merit). Should this be the case, the situation will be explained to the complainant.

If we receive a complaint, we will try to resolve it immediately if we can and notify you of the outcome. We will send:

  • An acknowledgement within three working days, including the details of who will be dealing with the complaint
  • Final response within ten working days

If we are unable to resolve the complaint immediately, we will:

  • Ask for any further information required within 5 working days:
  • Send a response
  • Update you and state when we hope to complete our investigations

We record all complaints and review them at our Senior Management Team meetings to consider if we need to make any changes to improve our services to prevent a re-occurrence. An annual review of complaints and resolutions is carried out and the associated report is reviewed by the Board.

If for any reason you are unhappy with our response to your complaint you can escalate your complaint to the Chief Executive Officer.

Complaints Procedure

Stage 1

An Apprentice or employer who has a complaint, can raise the matter with any Impact Futures and/or The Childcare Company  staff member; we encourage you to speak to your usual point contact or their manager in the first instance, as sometimes issues can be resolved without embarking on the complaints procedure or the procedure can be used locally. However, you may feel more comfortable talking to, or writing to our Quality Manager at:

 

Helen Stevenson-Miller

Quality Manager

Impact Futures

1st Floor, The Urban Building

3-9 Albert Street

Slough

Berkshire

SL1 2BE

Email:Helen.Stevenson-miller@ImpactFutures.co.uk

Tel: 01753 596 004

 

The Complaint will be acknowledged and investigated. You will receive a response to your complaint within ten working days, or a reason for any delay in responding to you. If you are unsatisfied with the outcome, you can escalate the complaint by moving to stage 2 of the complaints process.

Stage 2

As part of our internal process, if you are not satisfied with the outcome of your complaint, you will be able to escalate your complaint to the Chief Executive Officer and ask for the original decision to be reviewed before receiving a final response. The CEO can be contacted at:

 

Guy Helman

Chief Executive Officer

Impact Futures

1st Floor, The Urban Building

3-9 Albert Street

Slough

Berkshire

SL1 2BE

Email: Guy.Helman@impactfutures.co.uk

Tel: 07920 011 353

 

The CEO will attempt to resolve the complaint to your satisfaction. A formal response and full explanation will be given in writing, as will the name of the person to whom they can appeal if still aggrieved, within ten working days. In the absence of the CEO, either due to holiday or sickness, the escalated complaint will be referred to another member of the Board.

Stage 3

If the Apprentice or employer remains dissatisfied, and the internal complaints procedure has been exhausted, you will be given the details of the relevant external body to escalate your complaint to. This may be the relevant Awarding organisation if your complaint relates to a qualification, or the End-Point Assessment Organisation if the complaint relates to End-Point Assessment. Alternatively, the Education & Skills Funding Agency have their own complaints procedures, which review the processes the Company has gone through when dealing with your complaint. Contact details can be found in Further Information.

Review

One month after your complaint has been resolved, we will contact you to check that you are still satisfied with the outcome and that the issue has not reoccurred.

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