Training Academy - Complaints Procedures

Complaints Procedures

Complaints Procedure

Complaints are concerns or problems that you raise with the Training Academy of One to One Support Services. 

A complaint might concern matters such as lack of response, spelling errors, Assessor or IQA concerns, working relationships, health and safety or general treatment. The purpose of the complaints procedure is for you to raise concerns or issues and have them dealt with fairly and objectively without fear of recrimination, whilst you are completing your qualification with the One to One Training Academy.

Your complaint will be dealt with promptly and fairly. “Promptly” does not mean hastily. It means within as short a timescale as is reasonably practicable, taking into account the possibility of the need to investigate.

Informal: In the first instance you should try to resolve your concern or issue informally through the Training Academy Manager. Problems are best resolved if they are acted upon quickly.

Please call 01246 235208

If this informal approach does not meet your satisfaction, or the problem is of a more serious nature then you may raise a formal complaint.

Raising a Formal Complaint

Please contact us in writing detailing your complaint to:-

Bernadette Wattam,

Training Academy Manager

One to One Support Services

3 McGregor’s Way

Turnoaks Business Park



S40 2HA

Your written complaint should include: Details of the concern or issues, including specific details of any incidents which form the basis of the issue (including where relevant, dates, times, events, persons involved and witnesses)


One to One Support Services Process

Stage 1 –

Complaint Received

Investigated by the Training Academy Manager

  • Acknowledge receipt of the Complaint

  • Review the written Complaint letter/report

  • Request any additional information/evidence (as necessary

  • Pass to the IQA Quality Team for investigation

Stage 2 –

The Investigation

Investigated by the IQA Quality Team

  • The Complaint is to be examined and investigated by the relevant panel. Resolutions will be sought.

  • A Written report with their findings will be sent back to the Training Academy Manager.

  • Within 10 working days of a written Complaint being received a Complaints Meeting will be arranged giving 48 hours notice. You may wish to be accompanied at this meeting.

  • Written communication with a decision within 5 working days after the Complaints Meeting will be sent.

  • If you are not satisfied with the outcome you may raise an appeal in writing within 10 working days of written notification of the complaint decision

Stage 3

Complaint Appeal

  • You will be invited to an Appeal Meeting to discuss the grounds of the appeal. This will normally be arranged within 10 working days of receipt of a letter of appeal. You will again have the right to be accompanied.

  • The appeal outcome will be confirmed in writing, normally within 5 working days of the final appeal meeting. If there is any delay in terms of a response, a letter explaining the reason for the delay will be issued, with an indication of a likely response time, the written confirmation will detail the reason for the decision and actions taken.

  • The decision at this stage is final and there is no further stage of appeal with One to One Support Services

Stage 4

City & Guilds

  • If your Complaint is with the Awarding Organisation you will need to contact them directly by contacting-

City and Guilds Appeals Co-ordinator, Policy Regulation, 1 Giltspur Street, London. EC1 A9DD

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