Sapphire Education & Training

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policies

Complaints Policy and Procedure

Policy Area: Regulated Delivery

Title of Policy: Complaints Policy

Effective Date: 02/06/2020

Approved Date: 02/06/2021

Version Number: 1

Number of Pages: 3

Approved By: Harpal Baines, Director

Revision Date: 02/06/2022

Purpose

This policy sets out the process for learners, who are registered to complete a regulated qualification with Sapphire Education and Training, to follow if they wish to make a complaint. This process can also be used by any customers and members of the public and covers any complaints these individuals or organisations may wish to make.

It does not cover:
• Appeals in relation to assessment decisions made by Sapphire Education and Training. This is covered by our Appeals Procedure.
• Any complaints made about possible malpractice or maladministration. This is covered by our Malpractice and Maladministration Policy.

policy

Sapphire Education and Training values its customers and is confident we will provide a high-quality service to learners completing regulated qualifications. If this was not to be the case, we would be very disappointed. Therefore, we feel it is important that learners and customers feel able to raise any concerns immediately, as they arise, so we are able to resolve them and adapt our practices to prevent them from occurring again.

responsibility

The Head of Centre is responsible for ensuring the complaints procedure is followed and every customer, learner and member of the public’s complaint is taken seriously and thoroughly investigated.

The Centre Staff are responsible for listening to and responding to complaints raised by learners, customers and members of the public and following the process for complaints to ensure all issues are resolved.

procedure

1.
1.1 In the first instance, you should raise the complaint with the member of staff at Sapphire Education and Training you were dealing with.
1.2 If they’re not able to help, or you wish to speak to someone else, you can ask to speak to their Line Manager.
1.3 If you’re not able to speak to their Line Manager, or you’re not happy with their support and guidance, you should send your complaint to Sapphire Education and Training in writing via email or post via the details at the end of this policy.
1.4 You should send your complaint within 20 working days of the incident you are making a complaint about.

2.
2.1 When you contact us to make your complaint, please provide your full name, your contact details, along with a contact number, and the following details of the complaint:
• A full description of your complaint, including the subject matter and dates and times if known.
• Any names of the people you’ve dealt with so far.
• Copies of any documentation relating to the complaint.

3.
3.1 Although it is preferable for complainants to reveal their details to us, we recognise that on occasions, complainants wish to remain anonymous if they are concerned about possible consequences, so you may request not to divulge your identity.
3.2 We will not disclose any information if doing so would breach confidentiality or any other legal duty.
3.3 We will always investigate issues reported to us anonymously in accordance with relevant whistle-blowing legislation.

4.
4.1 Sapphire Education and Training will acknowledge receipt of your complaint within two working days.
4.2 We will aim to investigate the complaint within 10 working days of receipt of your complaint.
4.3 If the complaint involves people who are not available at the time or the complaint is more complicated, the length of time to investigate the complaint may be extended. If this is the case, we will aim to give you an expected date of our response.
4.4 During our investigation, we may need to contact you to seek further information or clarification and, on occasions, we may need to request a meeting with you as part of the investigation.
4.5 At the end of the investigation, we will inform you of the outcome of the complaint in writing.

5.
5.1 If any part of your complaint is upheld, we will apologise and give consideration as to how we can improve our service and arrangements, for example, by amending
policies or arranging staff training.
5.2 In situations where a complaint has been successful or when the investigation indicates they have been a failure in our assessment processes, we will:
• Identify any other learner who may have been affected by the failure.
• Correct or, where it cannot be corrected, mitigate as far as possible the effect of the failure.
• Ensure the failure doesn’t reoccur in the future.

6.
6.1 If you’re not happy with the response or outcome of the complaint, please explain the reasons for this in writing via email or post.
6.2 This will be reviewed by a senior member of staff, who will consult with the staff who were involved in the investigation where needed.
6.3 The outcome of this investigation will be final unless the complaint is about a matter that can be appealed. Appeals can be made to the relevant awarding body and the awarding organisations where the appeals procedure will be followed.

Contact us:
To submit a complaint, please email our customer service team at: info@sapphiretraining.co.uk.

Or submit it in writing to:

Sapphire Education and Training
Office 3-3a First Floor
Old School House
Church Road
Dudley
DY2 OLY

Appeals to awarding Body:

I Can Qualify (ICQ): Email: enquiries@icanqualify.co.uk | Phone: 0207 8493370

Or submit it in writing to:

4th floor
Salt Quay House
Sutton Harbour
Plymouth
PL4 0HP

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

Phone: 0800 015 0400 or 0247 682 6482
Email: nationalhelpdesk@apprenticeship.gov.uk

policies

Complaints Policy and Procedure

Policy Area: Regulated Delivery

Title of Policy: Complaints Policy

Effective Date: 02/06/2020

Approved Date: 02/06/2021

Version Number: 1

Number of Pages: 3

Approved By: Harpal Baines, Director

Revision Date: 02/06/2022

Purpose

This policy sets out the process for learners, who are registered to complete a regulated qualification with Sapphire Education and Training, to follow if they wish to make a complaint. This process can also be used by any customers and members of the public and covers any complaints these individuals or organisations may wish to make.

It does not cover:
• Appeals in relation to assessment decisions made by Sapphire Education and Training. This is covered by our Appeals Procedure.
• Any complaints made about possible malpractice or maladministration. This is covered by our Malpractice and Maladministration Policy.

policy

Sapphire Education and Training values its customers and is confident we will provide a high-quality service to learners completing regulated qualifications. If this was not to be the case, we would be very disappointed. Therefore, we feel it is important that learners and customers feel able to raise any concerns immediately, as they arise, so we are able to resolve them and adapt our practices to prevent them from occurring again.

responsibility

The Head of Centre is responsible for ensuring the complaints procedure is followed and every customer, learner and member of the public’s complaint is taken seriously and thoroughly investigated.

The Centre Staff are responsible for listening to and responding to complaints raised by learners, customers and members of the public and following the process for complaints to ensure all issues are resolved.

procedure

1.
1.1 In the first instance, you should raise the complaint with the member of staff at Sapphire Education and Training you were dealing with.
1.2 If they’re not able to help, or you wish to speak to someone else, you can ask to speak to their Line Manager.
1.3 If you’re not able to speak to their Line Manager, or you’re not happy with their support and guidance, you should send your complaint to Sapphire Education and Training in writing via email or post via the details at the end of this policy.
1.4 You should send your complaint within 20 working days of the incident you are making a complaint about.

2.
2.1 When you contact us to make your complaint, please provide your full name, your contact details, along with a contact number, and the following details of the complaint:
• A full description of your complaint, including the subject matter and dates and times if known.
• Any names of the people you’ve dealt with so far.
• Copies of any documentation relating to the complaint.

3.
3.1 Although it is preferable for complainants to reveal their details to us, we recognise that on occasions, complainants wish to remain anonymous if they are concerned about possible consequences, so you may request not to divulge your identity.
3.2 We will not disclose any information if doing so would breach confidentiality or any other legal duty.
3.3 We will always investigate issues reported to us anonymously in accordance with relevant whistle-blowing legislation.

4.
4.1 Sapphire Education and Training will acknowledge receipt of your complaint within two working days.
4.2 We will aim to investigate the complaint within 10 working days of receipt of your complaint.
4.3 If the complaint involves people who are not available at the time or the complaint is more complicated, the length of time to investigate the complaint may be extended. If this is the case, we will aim to give you an expected date of our response.
4.4 During our investigation, we may need to contact you to seek further information or clarification and, on occasions, we may need to request a meeting with you as part of the investigation.
4.5 At the end of the investigation, we will inform you of the outcome of the complaint in writing.

5.
5.1 If any part of your complaint is upheld, we will apologise and give consideration as to how we can improve our service and arrangements, for example, by amending
policies or arranging staff training.
5.2 In situations where a complaint has been successful or when the investigation indicates they have been a failure in our assessment processes, we will:
• Identify any other learner who may have been affected by the failure.
• Correct or, where it cannot be corrected, mitigate as far as possible the effect of the failure.
• Ensure the failure doesn’t reoccur in the future.

6.
6.1 If you’re not happy with the response or outcome of the complaint, please explain the reasons for this in writing via email or post.
6.2 This will be reviewed by a senior member of staff, who will consult with the staff who were involved in the investigation where needed.
6.3 The outcome of this investigation will be final unless the complaint is about a matter that can be appealed. Appeals can be made to the relevant awarding body and the awarding organisations where the appeals procedure will be followed.

Contact us:
To submit a complaint, please email our customer service team at: info@sapphiretraining.co.uk.

Or submit it in writing to:

Sapphire Education and Training
Office 3-3a First Floor
Old School House
Church Road
Dudley
DY2 OLY

Appeals to awarding Body:

I Can Qualify (ICQ): Email: enquiries@icanqualify.co.uk | Phone: 0207 8493370

Or submit it in writing to:

4th floor
Salt Quay House
Sutton Harbour
Plymouth
PL4 0HP

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

Phone: 0800 015 0400 or 0247 682 6482
Email: nationalhelpdesk@apprenticeship.gov.uk