Learner Complaints

Fast Line Training Services is committed to ensuring a high-quality educational experience for its delegates, supported by appropriate academic, administrative and welfare support services and facilities. There will be instances when delegates and/or their sponsoring organisations may feel dissatisfied with the training and learning, facilities or services provided by Fast Line Training Services, or with the way its staff have acted or omitted to act. This may include unreasonable behaviour or an unsatisfactory level of service. It is expected that delegates and staff will make reasonable efforts to resolve matters at the outset.

SCOPE

This complaints procedure sets out how delegates may seek to have complaints addressed. It should be recognised that the vast majority of delegate complaints can be handled fairly, amicably, and to the satisfaction of all concerned without recourse to this Procedure. However, the aim of this Procedure is to deal with delegate complaints as expeditiously and fairly as possible.

This Procedure will apply to every delegate, undertaking Training and/or Assessment with Fast Line Training Services.

Fast Line Training Services is committed to improving its standards and welcomes comments, whether positive or negative, from all its customers and delegates.

A complaints procedure is a key element in Fast Line Training Services approach to customer care. By following a complaints procedure Fast Line Training Services can maintain and improve the quality of its service to customers by identifying where mistakes and genuine grievances have arisen so that these are rectified and that similar circumstances do not re-occur.

DEFINITIONS & REFERENCES

Training within the context of this procedure refers to all Training, Familiarisation, Mentoring and Assessment delivered by Fast Line Training Services as an Accredited External Training Provider.

RESPONSIBILITIES

The Training Manager and Training Co-ordinator are responsible for the administration of Training Services.

All Fast Line employees are responsible for adhering to this procedure.

The Training Manager is responsible for checking adherence to the requirements of this procedure by way of internal auditing.

PROCEDURE

General Principles

The following principles shall apply when dealing with learner/customer complaints.
Complaints may be made by individual delegates or by groups of delegates/customer, they may not be lodged by a representative or any other third party (Unless it can be shown that there are good grounds why the delegate cannot make the complaint him/herself).

Fast Line Training Services will seek to ensure that all complaints are treated expeditiously, consistently and fairly and with due regard to Fast Line Training Services Equal Opportunities Policy. If a complaint is not upheld, the reasons for the decision will be communicated to the complainant. Complainants will not suffer any disadvantage or recrimination as the result of making a complaint in good faith. Only if a complaint is judged to have been made frivolously, aggressively or with malice, could disciplinary issues arise in relation to the complainant.

Complainants, and those against whom complaints are made, may expect complaints to be dealt with confidentially and that their privacy will be respected. However, it may be necessary to disclose information to others in order to deal with the complaint and, in these circumstances, the parties concerned will be informed of such disclosure. Whenever, in the course of a complaint being dealt with, a complainant, or a person against whom a complaint is made, is invited to discuss the complaint orally or to attend a hearing, they shall be entitled to be accompanied, in a non-legal capacity, by a friend or colleague.

Anonymous complaints will not be dealt with under this Procedure. Staff who receives anonymous complaints will be expected to use their discretion and judgement as to how to handle such complaints. However, any member of staff who is unsure as to how he/she should deal with an anonymous complaint should refer it to the Training Manager in the first instance. Due to the nature of the complaint, it will not be possible to provide a response to the anonymous complainant.

In the first instance delegates may raise a complaint with the member of staff directly. We aim to deal with most complaints informally and immediately at the time and place they are made.

Delegate

There is no formal definition of compliant to which Fast Line adheres. If you feel you have been treated badly, unfairly or are unhappy with the provision you’ve been provided, we will be pleased to receive your feedback.

In the case of apprentices on Fast Line programmes, we will also support where complaints are about your workplace or on the job training.

If you wish to make a formal complaint then please put your complaint in writing and send it to: The Training Manager, Fast Line Training Services Limited, CEME Center, Marsh Way, Rainham, Essex, RM13 8EU.

Your complaint will be formally acknowledged within three working days.

Within 15 working days of receiving the above acknowledgement you will receive from the Training Manager (or his/her nominated representative) a full reply to which your complaint refers.

If you are unhappy with the response from the Training Manager (or his/her nominated representative) you can write to the Managing Director at the address above. Your letter will be acknowledged within three working days and will contain information on the timetable involved in dealing with your complaint as it may be referred to the next management meeting.

The decision taken by the Managing Director is final

As an Apprentice, if you’re unhappy with the outcome, you can also email or post your complaint to the ESFA complaints team.

ESFA 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.

If you’re unhappy with the ESFA response, you can contact the Department for Education if you’re unhappy with how the ESFA has dealt with your complaint.

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