Stage 1: Informal
We recommend that complaints are dealt with informally wherever possible, so in the first instance please try to resolve any issues directly with the staff member concerned or another relevant staff member, for example Personal Tutor or Operations Manager with contact details you may already hold. If no contact details are held please email customercare@pgon.co.uk or call head office on 0800 783 2545. If the staff member is unable to resolve the complaint, or it does not specifically relate to a particular person, your complaint should be raised with the relevant head of department who will investigate and respond to you directly. Please email customercare@pgon.co.uk and they will pass on your complaint to the appropriate person.
A complaint must be escalated immediately to stage 2 where any part of it relates to:
- Equality & Diversity
- Safeguarding
- Health & Safety
- Prevent Duty
- Radicalisation
Stage 2: Formal
Complaints can only be escalated to Stage 2 if they cannot be resolved at Stage 1. Formal complaints should be submitted in writing by emailing customercare@pgon.co.uk. To help the process please include your name, contact details, the facts supporting the complaint and reasons for escalation to stage 2.
If a complaint is raised by a Learner and/or Employer:
- If the complaint is related to a learner the main advisor, usually the Personal Tutor, assigned to the learner must be informed.
- If the complaint is regarding the main advisor, the Operations manager needs to be notified
- If the complaint is deemed as a Child or Vulnerable Adult Safeguarding issue, the Safeguarding & WelfareManager must be advised as early as possible.
- Where notification of the complaint is verbal, it must be followed with a written account provided either by the complainant or noted by the receiver. The main advisor will make a written account of the complaint, request a written account from the complainant (should the scenario require it), investigate and establish the facts ready for agreement as to the most appropriate outcome.
- The complainant will receive a formal acknowledgement of their complaint within ten working days of receipt.
- All formal/written complaints will be recorded on staff personnel files and held in confidence by the People Team.
If a complaint is raised by a Learner and/or Parent/Guardian:
- If the complaint is regarding an employer, the Operations manager responsible must be notified, who will make a written account of the complaint, request a written account from the complainant (should the scenario require it), investigate and establish the facts ready for agreement as to the most appropriate outcome.
- If the complaint is deemed as a Child or Vulnerable Adult Safeguarding issue, the Safeguarding & WelfareManager must be contacted.
- Where notification of the complaint is verbal, it must be followed with a written account provided either by the complainant or noted by the receiver. The main advisor will make a written account of the complaint, request a written account from the complainant (should the scenario require it), investigate and establish the facts ready for agreement as to the most appropriate outcome.
- The complainant will receive a formal acknowledgement of their complaint within ten working days of receipt.
- All formal/written complaints will be recorded on the employer file and held in confidence.
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