Partners

CTHL has taken the strategic decision not to subcontract any part of its provision.

COMPLAINTS PROCEDURE

Complaints are when any of our clients feel that Chamber Training (Humber) Ltd has not acted properly and fairly whilst dealing with them and want to tell us.

To ensure this company strives to give high quality service to all clients and to provide the opportunity for clients to access a fair investigation of their complaint this document outlines the procedures, which must be followed by all employees of Chamber Training (Humber) Ltd.

Policy Summary

Chamber Training (Humber) Ltd.’s Complaints Policy provides the framework within which anyone who is dissatisfied with the organisation can raise their concerns. The framework also assists staff to effectively deal with complaints from learners, parents, customers, employers, contractors, visitors and other interested parties.

We welcome feedback to enable us to improve our services and will respond to any dissatisfaction with our services fairly and promptly;

Informal Stage

It is recognised that some concerns are raised informally, and these can and should be dealt with immediately. An informal complaint should be raised directly with the relevant assessor/trainer. Any such concerns should then be raised promptly and directly with the individual against whom there is a concern where relevant.

We aim to resolve informal concerns quickly and effectively.

If concerns are not satisfactorily resolved in this way complainant should follow Chamber Training (Humber) Ltd.’s formal Complaints Procedures as outlined below.

Formal Stage

Procedure

The Administration Manager will record complaints on Complaints doc 1 form, if the complaint has not been received in writing. The Administration Manager will make an initial investigation with the individual making the complaint, within 7 working days of receipt of the complaint. An attempt will be made with the individual to find an acceptable solution to the complaint. You may be offered a meeting with the parties involved if appropriate.

All informal and formal complaints will be stored and retained in accordance with the ESFA required procedures for documentation.

If the complaint cannot be resolved at this point, the Administration Manager will formally advise the HR/QA/E&D Manager of the situation by producing Complaints doc 2. At this point the HR/QA/E&D Manager will give instructions for any appropriate person involved in the complaint to be notified of this complaint (e.g. Internal/External Quality Assurers in case of learners) together with procedural information.

The HR/QA/E&D Manager on receipt of Complaints doc 1 and Complaints doc 2 will organise an investigation panel. The panel will consist of two objective but knowledgeable persons (to include the HR/QA/E&D Manager). The panel will consider the issues within 10 working days.

The panel will take full accounts from all parties concerned and after all evidence is collected, will formally make a judgement on whether or not the complaint was factually justified. All parties involved will receive written notification of the decision within 7 working days from the panel investigation.

If any party is dissatisfied with the outcome they can appeal to Elaine Clinton, Head of Training. The appeal must be submitted within five working days from receipt of the outcome response. Your appeal should be sent, in writing, to e.clinton@chambertraining.com or via telephone on 01482 611896.

If you have fully exhausted our complaints procedure, have evidence of this and remain dissatisfied, you can contact the ESFA. You can also contact the ESFA if you are being prevented from accessing our complaints procedure, or if you are no longer able to contact us because we are no longer trading.

Confidentiality

Chamber Training (Humber) Ltd. will keep you informed of progress with your complaint and how we are handling the information provided under the Complaints Procedure. Where an investigation is required, your information may be shared with other Chamber Training (Humber) Ltd. staff members or external third parties. Before sharing your information, we would inform you of this, unless there were exceptional circumstances, for example, where doing so could pose a risk of harm to you or others.

In the case of young people under the age of 18 raising a complaint, depending on the nature of the complaint, we may be obliged to inform their parent/guardian.

This Policy applies with its procedure to learners, staff and external customers of Chamber Training (Humber) Ltd.

N.B. If any of the above managers are subject of a complaint, other senior members of staff shall take over responsibility in carrying out this procedure; e.g. Finance Officer, Salon Apprentice Manager etc.

How to complain to the ESFA

The ESFA only accept complaints in writing, by email or letter, except where they are required to make reasonable adjustments. Please let them know if this applies to you, either through a third party or by calling them, and they will arrange for someone to handle your complaint accordingly

If you have difficulties in providing details in writing or if you are under 18, they will consider complaints made on your behalf by a third party. You will need to confirm that they can communicate with that third party on your behalf. If the complaint is on behalf of more than one person, they will need written permission from everyone.

You should email complaints to complaints.esfa@education.gov.uk, or put them in a letter to:

Customer Service Team,

Education and Skills Funding Agency

Cheylesmore House

Quinton Road

Coventry CV1 2WT

When you contact them about your complaint, you will need to provide them with the following:

  • the name of our organisation
  • details of what your complaint is, together with the relevant documents
  • evidence that you have fully exhausted our complaints procedure, including any appeals process (for example, written correspondence confirming the outcome)
  • permission to disclose details of your complaint to us
  • if you are acting on behalf of a learner, evidence that you have their permission to do so.

The ESFA can only investigate on behalf of learners whose courses they fund or employers that they fund. They may ask you for further information to help them confirm this.

What happens next

On receipt of your complaint, they will check:

  • if they fund the course/organisation
  • if it falls into one of the categories they can investigate
  • if the original decision or action complained about occurred more than 12 months ago (unless it is about an Advanced Learner Loan)
  • whether you have exhausted our complaints procedure including any appeals process

The following process then takes place:

  • the ESFA will acknowledge receipt and send a copy of this procedure when they receive your correspondence..
  • they will also inform you of whether the complaint is one that they can investigate.
  • if the ESFA cannot investigate your complaint, they may signpost you to another organisation that may be able to help you.
  • the ESFA will appoint an officer with appropriate knowledge and expertise to investigate your complaint.
  • if they can investigate, they will email a summary of the complaint to you. In some complex cases, they will request that you agree to the summary. Where this happens, you will have 5 working days to respond.
  • within 10 working days of agreeing a summary, the ESFA will send the information that you have provided along with a summary of the complaint to us. They will then ask us to share with them:
  • details and copies of the relevant procedure
  • confirmation that our procedures have been exhausted
  • a response to the summary of complaint, together with relevant documents
  • confirmation that they can share the information provided with you

If our procedures have not been exhausted, the ESFA will let you know that they will not investigate the matter further until that has happened. If they decide we have unduly delayed resolving the complaint or will not resolve the complaint within a reasonable timescale, they may continue to investigate. If the ESFA determine that you are self-funded, they will write to you to say that they cannot investigate the matter further. If the ESFA need more information, they may contact those involved to get further information or evidence.

The ESFA aim to finalise the findings within 25 working days of your complaint summary being agreed. They will notify you of the outcome and their findings and that will conclude the investigation.

If at any point during the investigation, they encounter a delay in responding to or providing correspondence, they will notify you of the delay and provide details of when you can expect a response.

What action ESFA will take

The organisations funded are independent bodies and the ESFA has limited power to intervene in their day-to-day running. The ESFA’s role is to ensure we have acted according to their, and our, complaint’s procedures.

If your complaint is upheld, they may consider action against us, such as:

  • asking us to review our complaints procedure to ensure non-recurrence
  • asking us to review our handling of your case

Working with other ESFA teams and/or intelligence, they may consider:

  • whether they continue to fund us
  • invoking clauses from the funding agreements, financial memoranda and/or contracts between ESFA and ourselves

What to do if you are not satisfied

If you are not happy with the way the ESFA handled your complaint against a provider, you can fill in the complaint form to issue a formal complaint about ESFA.

“Chamber Training is committed to the equal opportunities, welfare and safeguarding of all its learners and expects all staff and partners to share this commitment.”