Complaints process

We, QA, are dedicated to providing excellence in service to clients; both employers and apprentices. We recognise that superior complaints management – including ease of access for complainants, senior business engagement and timely resolution – will help us with service improvements and changes that positively impact upon our employers and apprentices.

This policy also applies for complaints about GDPR data breeches.

To ensure that complaints are understood in full and investigations are undertaken on the root cause of client issues, all complaints are required in writing to: qaacomplaints@qa.com

Complaints will be reviewed within three hours and logged into our tracking system, they will be assigned to a Director or a head of department.

QA commits to the following timelines

You will get a call back on the same day as you sent us your complaint. This is an opportunity for us to discuss your experience, gather additional information and set timelines for looking into and resolving the problem.

By working day 5 from complaint submission, we will contact you to update you on our findings and action.

Commitments

We will always attempt to contact you by telephone, where a phone number is available.
For complex complaints we may need longer than 5 days in order to provide a robust and effective resolution, if we think we will exceed 5 days to resolve your complaint we will try to let you know in advance.
When looking into a complaint, we will investigate the specific occurrence or circumstance as well as considering the likelihood of the occurrence or circumstance occurring again.
We will comply with a number of other QA policies when considering what action to take in the management of complaints – these include:

  • Code of conduct,
  • Safeguarding policy,
  • Equality & Diversity,
  • Special and Educational Needs

Once an investigation has been completed, we will contact you to report back on our findings and, where appropriate, the actions we have taken.

Appealing the outcome of a complaint

In the unlikely event that you are unhappy with the way in which we have managed your complaint, you can appeal the outcome. You appeal the outcome with QA by emailing a senior leader the details of your case:

Ben Pike
Learning Services Director, APMA Apprenticeships Management
Ben.pike@qa.com

If the complaint process has been exhausted and you are still dissatisfied you can appeal to the following body: Please note, you will not be successful unless you have fully engaged with the QA complaint process and discussed your dissatisfaction about the management of your complaint with QA so that QA can attempt to resolve the issue.


Education and Skills Funding Agency
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

Next Review Date: May 2020