Compliments & Complaints

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Service Standards – we aim to set, maintain and deliver high standards of service to all our learners and employers.  Below you will find details of our compliments and complaints policy.

Compliments

Compliments are always welcome and all compliments are forwarded to the relevant staff member(s) and their immediate Manager.

Monitoring of Compliments – we monitor all formal compliments and report on them annually in our Customer Satisfaction Report.

Complaints

Despite our very best efforts, there may be occasions when you feel that you have not received the level of service to which you are entitled and believe you have cause to complain.  We aim to deal with complaints fairly and objectively and to ensure that appropriate action is taken to improve the quality of service we provide.

The Process

If you have a problem please contact Prostart by telephone on 0844 8150804 to see if we can settle the matter informally.  If that does not resolve the problem to your satisfaction, or you believe that approach to be inappropriate you may complain in writing to the Quality & Contractual Manager at the address below:-

Quality & Contractual Manager Prostart Training 28 High Street Long Eaton Nottingham NG10 1LL

Your complaint will be acknowledged within 10 working days of receipt.  It will be referred to the relevant Manager who will investigate your complaint and respond within 20 working days.  Where the investigation is likely to take more than 20 working days from receipt of the complaint we will contact you in writing within 20 working days of receipt, giving reasons for the delay and a timescale for completion of the investigation.

Within 20 working days of receipt of the complaint (or within the notified extended timescale), we will send a written response to you indicating whether the complaint has been accepted, partly accepted or rejected.

For accepted or partly accepted complaints, we will outline the actions to be carried out to put matters right.  For rejected complaints, we will explain why the complaint has been rejected in whole or in part.

If you remain dissatisfied with the outcome of the investigation into your complaint you should write to the Education Skills Funding Agency (address on request)

Monitoring

We monitor all complaints and the data outcomes of that monitoring are reported annually in the Customer Satisfaction Report.

Implementation

Please contact the Quality & Contractual Manager if you require a hard copy of this Policy.

We will maintain confidentiality at all times and will only disclose information to others as is necessary to complete any investigation.  The complaints and compliments monitoring logs will hold the names of individuals, but any summary reports prepared for internal & external monitoring purposes will not name individuals or organisations.

Qualification Appeals Procedure

This procedure is here for any occasion when you feel you are not satisfied with the Assessor’s or Internal Verifier’s judgement of your competence during an assessment, or feel the opportunity for assessment has been denied.

You will find the form below in your Induction Handbook which is issued at the beginning of your programme. On this form you will find the contact names of the Internal Verifier and Centre Co-ordinator, alternatively you can contact Prostart on 0844 815 0804 .

Click to go to our Qualification Appeals Procedure here.

Version 9 January 18