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 email@example.com 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 firstname.lastname@example.org 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:
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 email@example.com. 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 a complaint is raised by a Learner and/or Parent/Guardian: