Managing Complaints

We are dedicated to providing excellence in service to our customers; both employers and learners. 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, apprentices and learners.

A complaint can be raised by anyone using this policy QA Complaints Policy. 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 for Apprenticeships, Degree & Higher Apprenticeships and DfE Bootcamps are required in writing to: qaacomplaints@qa.com

QA commits to the following timelines:

Once your email has been received, your complaint will be immediately acknowledged, and an appropriate member of QA staff assigned as investigator.

The investigator will contact you within one working day to understand more about your issue. Within 5 working days, the investigator will come back to you to outline how your complaint will be resolved.

Commitments

We will always attempt to contact you by telephone, where a phone number is available, otherwise you will be contacted by email.

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 let you know and agree a revised timeframe.

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 unsatisfied with the resolution of your formal complaint, you can contact qaacomplaints@qa.com to request a formal review. You must do this within 10 working days of the outcome being shared with you.

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.

Learners studying on an undergraduate or postgraduate degree apprenticeship, who are dissatisfied with the outcome of their complaint may contact either (or both) of the Office for the Independent Adjudicator (OIA), or the Education & Skills Funding Agency (ESFA) complaints.esfa@education.gov.uk

Learners studying an Apprenticeship or Higher Apprenticeship who are dissatisfied with the outcome of their complaint may contact the ESFA only.

Learners studying on a DfE Skills Bootcamp are entitled to escalate any concerns to the DfE directly.

Next Review Date: May 2023

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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