COMPLAINTS POLICY

INTRODUCTION

Kingston Kilpatrick Ltd welcomes all feedback or comments about our performance as an organisation. We are committed to investigating all complaints raised in a fair and impartial manner, and where necessary take action to rectify the issue.

We are committed to delivering a high quality apprenticeship service which incorporates feedback from our apprentices and employers. We aim to settle complaints promptly, fairly and courteously.

SCOPE

Our complaints policy and procedure covers complaints raised by an apprentice or their employer regarding any matter connected with Kingston Kilpatrick Ltd apprenticeship provision.

AIM

The aim of our complaints policy and procedure is to ensure that all complaints raised against Kingston Kilpatrick Ltd apprenticeship provision are fully investigated in a reasonable timeframe and settled in a fair and reasonable way which meets the interests of all parties.

Kingston Kilpatrick Ltd aims to handle all complaints in a manner which:

• Encourages informal resolution wherever possible
• Is prompt and fair
• Is easy and accessible for all apprentices and employers
• Treats complaints seriously, with appropriate sympathy and confidentiality
• Facilitates early resolution
• Helps Kingston Kilpatrick Ltd improve our apprenticeship provision in the future.

COMPLAINTS PROCEDURE

Wherever possible, issues or disputes relating to Kingston Kilpatrick Ltd apprenticeship provision should be raised informally in the first instance a member of Kingston Kilpatrick Ltd staff.

An ‘informal complaint’ is defined as: any issue or dispute which is raised with a member of Kingston Kilpatrick Ltd staff, outside of the formal complaints process which is outlined below.

Informal complaints allow Kingston Kilpatrick Ltd to try and resolve issues as quickly as possible using the appropriate means. It is usually faster to resolve informal complaints as they are unlikely to require an in-depth investigation.

Stage 1: Complaint Raised
Complaints should be raised with the relevant member of staff at the source of the complaint. Kingston Kilpatrick Ltd will aim to resolve the issue informally at the earliest opportunity.

The member of staff involved will provide an acknowledgement of the complaint within 2 working days of receiving the complaint. A written outcome to the complainant will be delivered via email within 10 working days.

If the complainant is dissatisfied with the outcome, they may raise a formal complaint, the process for which is documented below.

Stage 2: Formal Complaints
In order to raise a formal complaint, complainants should document the details of their complaint and submit via email to [email protected]. The email should set out the details of the complaint in full, what they feel would be the appropriate resolution and should include any relevant supporting evidence.

Kingston Kilpatrick Ltd Quality Manager will log the complaint on our internal complaints database. All complaints will be acknowledged by Kingston Kilpatrick Ltd within 2 working days

The complaint will be forwarded to a Kingston Kilpatrick Ltd manager who has not previously been involved with the complaint. The manager investigating will review all of the information submitted, meet with the relevant members of staff and discuss the complaint with the complainant where further information is required.

A written report will be issued by the investigating manager within a maximum of 20 working days from the date of receipt of the original complaint. If the complainant is not satisfied with the action taken, they may proceed to stage 3 of the complaints process documented below.

Stage 3: Independent Review
If an complainant is dissatisfied with the response provided by Kingston Kilpatrick Ltd at stage 2 of the complaints procedure, the complaint can be escalated for further consideration by an independent reviewer.

The independent reviewer will not investigate the complaint unless substantial new evidence has been produced. The role of the independent reviewer is to ensure that Kingston Kilpatrick Ltd has followed the appropriate procedures and has reached a reasonable conclusion.

Stage 4: Escalation
If the apprentice is dissatisfied with either the processing of the complaint or the response received regarding any aspect of Kingston Kilpatrick Ltd apprenticeship provision, they have the right to escalate the complaint to the Education and Skills Funding Agency (ESFA).

Complaints, concerns or enquiries from Kingston Kilpatrick Ltd apprentices can be escalated to the ESFA using the following contact details:

0800 015 0400 or 0247 682 6482
[email protected]

Any complaints, concerns or enquiries specifically regarding any aspect of the End Point Assessment may be escalated to our end point assessment organisation, BCS:

01793 41741
[email protected]

Or in writing to:
Customer Service Team - BCS
1st Floor, Block D, North Star House North Star Avenue
Swindon
SN2 1FA

POLICY UPDATES

This policy will be reviewed on an annual basis or in line with changes to our complaints procedure.