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Query and Complaints Policy and Procedure

Inter Training Services (ITS) welcomes feedback and comments about our performance.

ITS is committed to carrying out an investigation of any incident in a fair and objective manner, and will take appropriate action when the investigation is complete.

Scope of procedure

This procedure covers a query or complaint made by a person about any matter connected with the provision of services delivered by ITS. It is for use by any existing or prospective apprentice, employer or person who seeks or receives a service from us. It also extends to anyone who may be directly affected by our services or activities.

 

Anonymous complaints will be logged but not investigated under normal circumstances.

 

Confidentiality

 

All queries and complaints will be handled sensitively and with due consideration to all parties involved. All complainants will be treated fairly and not suffer any recrimination or disadvantage as a result of making a complaint. Any person named in a complaint will be informed and have a right of reply as part of the investigative process.

 

What is a query?

For clarity, a distinction is made between queries and complaints. A query is not a serious and formal expression of dissatisfaction that requires action or redress. A query covers service requests, service queries and follow-up enquiries and the like.

What is a complaint?

A complaint is any serious and formal expression of dissatisfaction that requires action or redress and is referring to the services delivered by ITS.

Examples include:

Repetitive failure to resolve or address a reported issue

Serious failure of agreed service arrangement

Serious breach of service agreement

Serious inconvenience caused as a result of ITS's actions

Inappropriate behaviour by a person acting on ITS's behalf

The procedure does not cover the following:

Matters covered by separate policies or procedures; including Appeals Procedure, Equal Opportunities and Grievance Procedure

Judgement about individual apprentice performance or awarding organisation assessment decisions

Requests for new services or provision

 

If you are dissatisfied with the outcome of your complaint, you may appeal to Lesley Ellis, Managing Director by emailing her at lesley@its-ltd.net. However, you must first lodge your complaint using the procedure set out below and allow us 10 days to respond to your complaint and make contact with you with a view to a resolution.

What is the time limit for making a complaint?


You should normally complain as soon as possible and not later than one month after the event(s) or within one month of becoming aware that you have something to complain about. All complaints will be dealt with as quickly and efficiently as possible.

 

The length of the period will vary with the complexity of the complaint and the urgency with which it needs to be settled. However, the intention is that all complaints should be settled within a period which is reasonable in all the circumstances.

To whom should I complain initially?

If you are an apprentice - your complaint should be made in the first instance to the Trainer/Assessor that visits your salon. The Trainer/Assessor may be able to resolve your concerns without the need to make a more formal complaint. If you wish to make your complaint to someone other than your usual contact, please call the office on 02392 591666 or email info@its-ltd.net

 

If you are an employer - your complaint should be made in the first instance to the Trainer/Assessor that visits your salon. If you wish to make your complaint to someone other than your usual contact, please call the office on 02392 591666 or email info@its-ltd.net

 

Anyone else - your complaint should be made in the first instance to the office on 02392 591666 or email info@its-ltd.net

 

What details will I be asked to provide?

 

You will be asked to describe the nature of your complaint and to provide your contact details.

What if I am not happy with the outcome or want to complain further?


If you are dissatisfied with the outcome of your complaint, or how it was dealt with, or you want to appeal the decision of your complaint, you can email the Managing Director at lesley@its-ltd.net who will review your complaint with the objective of securing an independent, fair and reasonable outcome for you. You must lodge your initial complaint using the complaints procedure described above before escalating it to the Managing Director.

How do I make a formal complaint to the Education and Skills Funding Agency about how ITS handled my complaint?

You can complain to the Education and Skills Funding Agency (ESFA) about how we handled your complaint by contacting:

 

Complaints Team
Education and Skills Funding Agency
Cheylesmore House
Quinton Road
Coventry
CV1 2WT

Email: nationalhelpdesk@apprenticeships.gov.uk
Telephone: 08000 150400

The Education and Skills Funding Agency will acknowledge your complaint within 5 days and will let you know what will happen next.

You can find further information about the ESFA's complaints procedure on their website.

 

What if I'm unhappy with the response I receive from the Education and Skills Funding Agency's?

You can write to the complaints adjudicator to decide on your case if you're unhappy with how the Education and Skills Funding Agency has dealt with your complaint.

Complaints Adjudicator
Legal and Information Compliance
Education and Skills Funding Agency
Cheylesmore House
Quinton Road
Coventry
CV1 2WT

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