Policy
Complaints and appeals
We welcome all feedback, positive or negative, because it helps us improve. This policy explains how to tell us when something isn't right, how to appeal an assessment decision, and what happens next. Nobody will be treated less favourably for raising a concern in good faith.
At a glance
- Talk to us first. Many concerns are sorted quickly by speaking to your usual contact.
- Acknowledged in 3 working days, with a full written response within 10 working days.
- Independent. If your complaint is about the person who'd normally investigate, someone else leads it.
- Supported. Bring someone with you, and ask for any adjustments you need.
- Learning from it. We tell you what we've changed as a result.
- Safeguarding concerns go straight to our safeguarding team, not through this process.
What this policy covers
You can use this policy to raise a complaint or appeal about:
- Assessment decisions
- Training delivery, communication or support
- The conduct of our staff
- Our systems, processes or administration
- The quality of our service
It doesn't cover safeguarding or welfare concerns, which should go straight to our safeguarding team on 0116 235 8000 or safeguarding@traintogetherltd.co.uk, or staff grievances, which follow our staff grievance policy.
How to make a complaint
Start informally. Speak to your usual contact at Train Together, or email the Centre and Compliance Manager. Most concerns can be put right quickly this way.
Make a formal complaint if that doesn't resolve it, or if the matter is serious. Write to us, including your name and contact details, a clear description of your concern, the relevant dates, and anything you've already tried:
- Email: complaints@traintogetherltd.co.uk
- Post: Centre and Compliance Manager, Train Together Ltd, 3 Gilmour Close, Leicester LE4 1EZ
You can also make a complaint on someone else's behalf, with their consent.
What happens next
1. We log and acknowledge it within 3 working days. The Centre and Compliance Manager leads the investigation.
2. We investigate. We gather and review the evidence, speak to anyone involved, and look at whether any of our systems or processes need to change so it doesn't happen again.
3. We respond in writing within 10 working days, setting out what we found and what we're doing about it.
If we ever need longer, we'll tell you why and when to expect our response.
Your rights during the process: you can bring a friend, family member or colleague to any meeting. If your complaint is about the person who'd normally investigate, our Head of Quality and Curriculum, or another senior and impartial colleague, leads it instead. Any personal information shared during an investigation is handled carefully and only with those who need it.
Appealing an assessment decision
Decisions made by your coach or assessor
If you disagree with a decision about your work, such as marking, feedback, evidence, an observation or your portfolio, write to us using the contact details above, explaining why. Our Quality Assurance Manager reviews your trainer's feedback, the assessment records and our internal quality assurance, and may ask you for more information. You'll receive the outcome in writing. We acknowledge your appeal within 3 working days and respond in full within 10 working days.
Your end point assessment result
If you want to appeal your end point assessment grade, the assessor's decision, or how the assessment was carried out, write to us in the same way. Our End Point Assessment Lead will take it up with the end point assessment organisation, following its appeals policy. The end point assessment organisation makes the final decision, and may charge a fee for an appeal. Its own published timescales apply once your appeal is passed to it.
If you're still not satisfied
- Complaints about our delivery, assessment or service: you can ask for a final review by our Head of Quality and Curriculum and our Centre and Compliance Manager. Their decision is our final position.
- Complaints about government funded training: you can contact the government department responsible for apprenticeship funding.
- End point assessment appeals: these follow the end point assessment organisation's own appeals and escalation process.
- Concerns about regulation: you can contact Ofsted or the relevant awarding organisation.
How we use what you tell us
Every complaint and appeal is logged, whatever the outcome. Our quality team reviews themes regularly and reports them to our senior leaders, so they shape how we improve. When we close a complaint, we write to you explaining what you said and what we did about it. Records are kept securely, in line with data protection law.
Support and accessibility
We'll make reasonable adjustments to help you raise or progress a complaint or appeal, including information in other formats, extra time, or support from an advocate, interpreter or note-taker. Please ask.
Related policies: Safeguarding and Prevent · Malpractice and maladministration · Equality, diversity and inclusion