We are dedicated to providing excellence in service to our customers; 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.
A complaint can be raised by anyone. For this policy’s purpose, a complaint is defined as a verbal or written declaration of dissatisfaction regarding a service, process, product or indeed an individual, where there is a clear expectation that remedial action is required.
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:
For Apprenticeships: firstname.lastname@example.org
For Degree Apprenticeships: email@example.com
QA commits to the following timelines:
If your complaint relates to levels 3 and 4 apprenticeships, a member of the team will make initial contact within the first 24 hours. For Degree Apprenticeships, a member of the team will contact you within 72 hours. This initial discussion is an opportunity for us to learn more about 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.
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:
Managing Director, Education Operations
For degree apprenticeships, if a learner is dissatisfied with the process followed by QA, they can contact the partner university directly – but the QA complaints process must have been completed before this.
Degree Apprenticeship Students can contact the Office for the Independent Adjudicator (OIA) if they are dissatisfied with the outcome of a complaint or appeal from a partner university, by following the processes described on the OIA’s website: https://www.oiahe.org.uk/students/how-to-complain-to-us/
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.
Name: Education and Skills Funding Agency
You should email complaints to firstname.lastname@example.org, or put them in a letter to:
Customer Service Team,
Education and Skills Funding Agency
Next Review Date: May 2022
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Our registered office and postal address is International House, 1 St Katharine’s Way, London, E1W 1UN
QA is registered in England No. 2413137