COMPLAINTS POLICY

 

Key contacts for complaints are as follow:

Complaints,

 

Fresh Training,

Fusion @ Magna Business Centre,

Magna Way,

Rotherham

S60 1FE

 

01709 789344

info@freshtrainingservices.co.uk

or via the enquiry form on our website: https://www.freshtrainingservices.co.uk/contact/

This document is made freely available via our website along with being shared with all organisation, stakeholders, employers and learners that we work with.

PURPOSE

Fresh Training believes it is in everyone’s interest to resolve complaints as quickly as we can and where appropriate by informal means in preference to formal ones.

Fresh Training aims to ensure that all complaints received are dealt with promptly, fairly, professionally and in a non-discriminatory manner.

Fresh Training aims to ensure appropriate action is taken to resolve issues and will endeavour where appropriate to prevent similar occurrences.

We aim to ensure that:

  1. Making a complaint is as simple as possible;
  2. We treat a complaint as any clear expression of dissatisfaction with our service which calls for a response;
  3. Every complaint is dealt with promptly, politely and professionally;
  4. Complaints are responded to in the right way, for instance with an explanation, or an apology where we have got things wrong or information on any action taken etc.
  5. We learn from complaints and use them to improve our service.

 

SCOPE

This policy applies to complaints from any learner, employer, former learner or external stakeholder who wishes to express dissatisfaction with any part of Fresh Training Services.

Any allegation made against a member of staff/volunteer regarding abuse will be dealt with under the Safeguarding Policy and Procedure.

A complaint must be made within 3 months of the event taking place.

Fresh Training endeavours to deliver high standards at all times to its learners, employers and stakeholders. Learners, former learners and stakeholders may complain about any aspects of Fresh Training.

Fresh Training does reserve the right not to investigate complaints it consider that a complaint is through malice. If Fresh Training does believe this to be the case, the complainant will be informed in writing. Any malicious accusations may be taken further.

Fresh Training will allow complaints to be made anonymously where required or we are happy to keep the identity of the complainant discrete. Certain details may need to be recorded should the complainant wish to be kept up to date with progress of the issue raised and resolution activity undertaken.

If interviews are deemed necessary, the investigating officer may have another member of staff present in all meetings with the parties involved.

Fresh Training employees do have the right to terminate any meeting or interview if they feel that the behaviour of any of the parties is inappropriate. Partners will be notified of any associated complaints.

Should any serious allegations be raised the individuals concerned may be suspended whilst investigation is undertaken. We take a zero-tolerance approach to breach of any company policies and procedures with any individual found to b in breach immediately relieved of their duties.

However, the complaints/concern raising process is an opportunity for us to learn and improve. Ultimate responsibility and ownership of the policy and the associated log of issues/complaints raised is held by the senior management team who both oversee activity and drive our QIP (Quality Improvement Plan) ensuring that we are proactive in reducing recurrence of issues and mitigating activity which could result in further issues or complaints.

PROCEDURE

Complaint and concerns can be raised in a number of ways via email, telephone, letter, or in person. A copy of our complaints procedure is provided to every team member, learner, employers and key stakeholder/partner organisations advertising the most suitable routes to raise a concern.

Concerns can be raised to any team member as they have all undertaken training to understand the process required to effectively log and deal with a complaint or concern. We have a standard pro forma document which is utilised to gather the required detail which will support effective resolution.

We record the complaint, the potential impact of the issue, the likelihood of escalation, the background and nature of the issue raised, the location, who raised the concern where not anonymous, if the complainant would like their identity to be protected. This is then passed to the individuals line manager who adds the issue to a central complaints/issue log.

Through this log tasks will be assigned and monitored with a senior manager allocating tasks to mitigate or resolve the issue, timebound activity based upon the severity and urgency of the issue, individual responsible for undertaking the activity, a manager responsible for overseeing the activity. Timebound review points will be set to monitor progress toward satisfactory resolution. If progress is not as required, the issue will be escalated to the line manager overseeing the activity.

We do not consider the issue resolved until the complainant is satisfied with the resolution achieved.

A full investigation will be undertaken to review each case dealt with for business improvement purposes. And will be provided to the complainant. This helps to identify the route cause of any issue and aids in mitigation of recurrence.

A copy of the complaints log will be reviewed as a minimum monthly by our senior management team to support our ongoing continuous improvement activity. Or more frequently should issues/concerns arise.

The complaint process has a number of stages set out below:

Stage 1 – Informal stage

It is expected that day-to-day concerns will be raised and resolved promptly and informally between a complainant and his/her subject trainer, assessor or other appropriate member of staff (including manager of department/ function the complaint is concerned with).

 

Stage 2 – Formal Stage 

When it is felt that an issue has not been resolved satisfactorily at the informal stage, or is of a sufficiently serious or complex nature that it should be dealt with formally, a complainant should submit his/her complaint to a member of Fresh Training staff to be recorded as above for resolution as outlined using the formal process. The complaint will then be forwarded to the Head of operations.  The complaint will be acknowledged with timescales for activity quickly established within 12 hours of receiving the issue to ensure timely resolution with a full resolution timescale proposed depending upon the nature of the issue raised. It will then be forwarded to the appropriate Senior Management Team (SMT) member who will appoint an appropriate manager/member of staff to investigate and determine the complaint.

The complainant may be invited to meet with a manager or member of Fresh staff in an effort to resolve the complaint.

 

Stage 3 – Appeal Stage

The complainant will receive a written outcome response of the stage 2 decision and this will normally be provided within 5 working days by the Director of Operations

 

Complaints Procedure

If your complaint is not resolved to your satisfaction at Stage 2, you may seek to appeal the decision by sending a written request for appeal to the Head of Operations, within 5 working days of the date of the providers decision at Stage 2. We do not consider any issue resolved until the complainant is satisfied with the outcome. Your request must be based on one or more of the following grounds, that:

  • the complaint procedure was not followed
  • new material evidence has come to light which was not reasonably available at the time of the complaint investigation
  • the outcome of the complaint was unreasonable

The appeal request will normally be acknowledged within 3 working days of receipt by the Head of Operations.

If it is determined by a member of the Senior Management Team that none of the above grounds are disclosed, Fresh Training will not further consider your complaint at Stage 3.

If it is determined by a member of the Senior Management Team that one or more of the above grounds are disclosed in your request for an appeal, you will be invited to submit detailed information in support of your appeal, including an indication of the resolution or outcome you are seeking, and to provide copies of all documents upon which you wish to rely as part of your appeal. The appeal will be considered and determined, normally on paper, by the nominated member of the Senior Management Team. The nominated member of the Senior Management Team will determine an outcome which may include overturning the Stage 2 decision (in whole or in part) or upholding the original decision at Stage 2.

If a review meeting is required, you may be accompanied and/or represented by a fellow learner or family member. You may not be accompanied or represented by a legal representative. You must confirm to Fresh Training the identity of your proposed companion at least five working days before the date of the meeting.

Following an appeal being considered and concluded by a nominated member of the Senior Management Team, you will be notified in writing, with reasons as to why the complaint has or hasn’t been upheld. This will normally be within 10 working days. This decision is final and there will be no further right of appeal within Fresh Training.

 

Stage 4 – External complaints

If you remain dissatisfied following your complaint being considered at Stage 3 of the complaints procedure, then you may be able to raise a complaint with the Awarding Organisation. We will be able to provide the details to you of the Awarding Organisation and give you their contact details.

Finally, if the Awarding Organisation does not resolve your complaint satisfactorily you will be able to send your complaint to the ESFA.

 

SFA complaints team
complaints.ESFA@education.gov.uk

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

The ESFA will reply to let you know what will happen next.

We take any issue or complaint seriously and have in place arrangements to support resolution maintaining a happy and positive work environment. We welcome all feedback as an opportunity to improve.

 

Key contacts for complaints are as follow:

Complaints,

Fresh Training,

Fusion @ Magna Business Centre,

Magna Way,

Rotherham

S60 1FE

01709 789344

info@freshtrainingservices.co.uk

or via the enquiry form on our website: https://www.freshtrainingservices.co.uk/contact/