POLICIES & PROCEDURES:
COMPLIMENTS, COMMENTS & COMPLAINTS

We want our learners, employers and partners to get the most from our programmes and to have an enjoyable experience learning or working with us.  We use any feedback, positive or negative, to improve our services and processes for the benefit of all.

If a learner, employer or partner feels they haven’t received the best treatment from any member of our staff, they have the right to make a complaint and to have this dealt with professionally and speedily.  We will take into account our duty to promote Equality and Diversity throughout this process.

STAGES IN THE PROCEDURE

STAGE ONE: INFORMAL RESOLUTION

We hope issues can be resolved informally by talking in the first case to the learner, employer or partner about any concerns.

STAGE TWO: INFORMAL RESOLUTION
Escalated to SMT (Senior Management Team) member,
including the Chief Executive Officer

If a learner, employer or partner doesn’t feel comfortable with informal discussions with their tutor / key point of contact, or doing this does not bring about a resolution they are satisfied with, an SMT member will consider the circumstances surrounding the complaint and progress it as appropriate.

Employers or partners may escalate their complaint directly to the Chief Executive Officer (CEO) for resolution. Stage 1 and 2 informal complaints must be reported by the member of staff who initially received it / became aware of it, via email to the Quality Assurance manager, with full notification of the nature of the complaint and how it has been resolved.

STAGE THREE: FORMAL RESOLUTION

Stage 3 complaints will be dealt with using the following procedure. At each stage it is the responsibility of the SMT member brought in at stage 2 to action:

• Acknowledge receipt of the complaint by telephone or in writing (including via email). Acknowledgement should be made immediately on receipt of the complaint

• Tell the complainant what action will be initially taken

• Tell the complainant when they can expect a resolution / formal response.  Stage 3 complaints should aim to be resolved within 10 working days of receipt of the complaint

• The complainant must be kept informed of the progress / actions being made with the case

• Conclusion of the investigation and resolution must be sent to the complainant in writing and a copy given to the Quality Assurance manager

• All formal complaints must be reported to the next available SMT meeting for monitoring as part of SMT’s wider and collective responsibility for Quality Assurance

Any complaints, whether informal or formal, that relate in any way to Crosby Training’s Safeguarding, PREVENT, Data Protection and Information Security responsibilities, must be immediately fast-tracked to the CEO (or her deputy, in the absence of the CEO).

Policy Docs: V2022 Review date Jan 2026