This policy will be issued to all learners and employers at the start of their training programme during the induction and discussed at every review.

Learners could complain to the centre about the following areas:

  • Access to assessment
  • Process of assessment
  • Access to internal quality assurance
  • The handling of an appeal
  • Administrative issues, e.g. failure to register/apply for certification.
  • 24+ Loan Administration
  • 24+ Loan Fee Payments
  • 24+ Loans Bursary Fund
  • Placement conditions
  • Bullying within the workplace
  • Assessors and Tutors could complain to the centre about the following areas:
  • Access to support and guidance
  • Access to internal verification
  • Administrative issues
  • Insufficient time to undertake the function.
  • IQA’s could complain to the centre about the following areas:
  • Access to support and guidance
  • Insufficient time to undertake the function.

Employers could complain to the centre about the following areas:

  • Assessors practice or performance
  • Suitability of leaner

Customers have a right to express dissatisfaction with the services they receive from Aspire Training Team. Customers using this policy can expect to be treated fairly and without discrimination.

The Company has an Equality & Diversity Policy that covers all aspects of equality.

 

Aspire Training Team aims to resolve complaints quickly, fairly and effectively. We will:

  • Aim to put things right quickly for our customers when they go wrong
  • Keep our customers informed of the progress of their complaint and the results of any investigation
  • Seek to learn from each complaint to improve future performance
  • Set performance targets for responding to complaints and monitor our performance against these targets
  • Advise our customers of their right to appeal if they remain dissatisfied after their complaint has been through all stages of the internal Complaints Procedure

If you are unhappy with the service provided by Aspire Training Team- whether it is the learning experience, assessment, the support you are receiving or about staff or the organisation itself – we promise to take your complaint seriously and treat it as confidential. We also aim to resolve your complaint as speedily as possible.

If you have a complaint about any decision that we have made that affects you, for example, if you feel that you have received the wrong grade for an assessment, or you disagree with an examination result, you should use our appeals procedures, which we can advise you on. For all other issues and grievances, use this Complaints Procedure.

We are always pleased to receive compliments and complaints because they help us improve the service we provide, both for you and other learners. We’re also interested in your ideas for improving our services. We use the information you give only to improve things. Passing on personal information about you is protected by the Data Protection Act.

If you want to complain, here’s what you can do:

It helps if you complain straight away to the people involved, as they may be able to put things right immediately. You should make your complaint within 3 months of the event or problem occurring. At any stage, you can register a formal complaint by telephone, letter,  or email. Give as much information as you can, including times, dates, places and names. Contact Aspire Training Team Head Office on Tel: 01202 649646, email: info@aspiretrainingteam.co.uk or write to the Training Manager at 30 Elizabeth Road, Poole, Dorset, BH15 2DJ.

You will get a first response within one week of receipt of your complaint, and a further response within four weeks.

If you are not satisfied with the outcome of your complaint you can appeal the outcome to the Operations Director whose email address is Kelly.medley@aspiretrainingteam.co.uk

A copy of all complaints will be logged and stored in the complaints folder on the company SDrive and accessible to senior members of Aspire Training Team only.

Complaints Regarding 24+ Loans

 Any complaints regarding the administration and repayment of the loans needs to go directly to the Student Loans Company contact details are below:

Student Loans Company – www.slc.co.uk

 

Repayment Site – www.studentloanrepayment.co.uk

 

Complaints against a provider regarding funding need to go directly to the Skills Funding Agency:

 

http://skillsfundingagency.bis.gov.uk/aboutus/contactus/complaints/

 

Complaint Regarding SSW delivery

 

Any complaints regarding the administration or delivery of training through the SSW programmes need to be made to:

 

Becki Briggs – Becki.briggs@aspiretrainingteam.co.uk

 

This will then be shared with the relevant funding organisation.

 

 

Signed for and on behalf of Aspire Training Team

 

Cheryl Hadland,

Managing Director