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
Chesterfield
Derbyshire.
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)
STAGE
OF COMPLAINT/ APPEAL
|
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
|
City
and Guilds Appeals Co-ordinator, Policy Regulation, 1 Giltspur
Street, London. EC1 A9DD
|
|
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