Complaints Policy

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Purpose

Safety Training Awards is committed to providing an efficient and high standard of service to all.

We are continually working to achieve this high level of service by implementing a quality management system. We take every care to ensure we are delivering a high standard of service but are aware that there may be occasions that we do not meet both yours and our expectations, in this instance please raise your concerns with us immediately so we can address them, respond positively, and rectify any mistakes made.

Policy

Safety Training Awards is committed to promoting fairness and equality of treatment to all. We welcome positive or negative feedback from any individual that has been directly affected by our services. We strive to think our members and learners have confidence that we will listen to their views and act upon them accordingly. All written correspondence will be acknowledged by us within 7 working days, any dissatisfaction received will be treated as a complaint.

Our aim is to provide our members and learners with a clear, precise process to follow when they feel the need to make a complaint and communicate effectively the process Safety Training Awards will follow to resolve the complaint.

We aim to ensure:

  • The complaints procedure is an easy process to follow and is prompt and efficient
  • All complaints are treated as a dissatisfaction with our level of service
  • The resolution is to the complainant’s satisfaction (explanation, apology, action taken) and our staff when dealing with the complaint are courteous, consultative, and responsive
  • Complaints and feedback received is reviewed in line with our quality assurance standards to help improve our products and services.

Everyone has the right to raise a complaint, so this policy will define the stages and procedures you would need to follow, guidance is as follows:

  • The process you need to follow to raise a complaint
  • The appropriate person who this should be directed to
  • The timescales for the complaint to be investigated
  • How and when you will be notified of the outcome.

Safety Training Awards will not accept a complaint under this policy in relation to the following:

Raising Concerns and Making Complaints

All individuals can access the information about our complaints procedures through our website or can request a copy by contacting us. We are committed to providing an equal opportunity for all, where possible, to communicate with us.

Tutors and assessors may raise a complaint directly to Safety Training Awards by following this policy.

If you have attended a course and are dissatisfied with the service or are seeking a refund of your course fee you must firstly try to resolve this matter with the course organiser. Learners must have exhausted their centre’s complaints policy before raising a complaint with Safety Training Awards. Safety Training Awards do not offer refunds for courses organised by individual members, please contact the course organiser directly to discuss your concern/complaint prior to contacting us. If you are not happy with the response then please contact Safety Training Awards for further advice.

A complaint can be raised by an individual, a group or a third party who is acting on the behalf of someone else. If a third party is submitting a complaint on the behalf of someone else they will need written permission from the complainant along with the written complaint attached, this should then be presented to Safety Training Awards for acceptance.

Once Safety Training Awards have received a complaint an acknowledgement will be sent within 7 working days. The complaint will be reviewed in line with our policies and procedures and an investigation will be conducted where necessary. To ensure a fair and thorough process is followed the duration of the investigation will depend on the nature and severity of the complaint we receive at this stage, or the complexity of the response required. We do aim to provide this as soon as the outcome is available or within a maximum of 28 days.

How to Make a Complaint

Informal Process

We understand that most individuals who are not satisfied with a service would like it addressed and dealt with as soon as possible, therefore an informal process would be far more appropriate.

An informal process will be more efficient resolving complaints quickly by mediating between who is responsible for the dissatisfaction and the complainant. The complaint may be resolved immediately following this process so we encourage our members and learners to contact us directly for an informal discussion if they have a complaint that needs to be resolved to achieve the desirable outcome.

If a complaint cannot be resolved informally then the formal complaints procedure should be followed. We may require further information from the complainant to ensure we fully understand what the complaint entails, we will investigate accordingly to achieve the best outcome.

Formal Process

Stage 1

If the complainant is not satisfied with the outcome from the informal process the dissatisfaction should be submitted in writing to:

Complaints Department
Safety Training Awards
Anchor House
Birch Street
Walsall
WS2 8HZ
United Kingdom

It is strongly advised that complaints are sent via recorded post. Once we have received this information we will send acknowledgement of receipt to the complainant within 7 working days and an investigation to resolve the dissatisfaction will commence.

Safety Training Awards will identify an appropriate manager to review the complaint for further investigation and the complainant will be notified of the individual responsible for this. The member of management will conduct a further investigation in to the complaint, upon completion of the investigation they will communicate and notify the complainant and provide them with an explanation or resolution.

To ensure a fair and thorough process is followed the duration of the investigation will depend on the nature and severity of the complaint we receive at this stage, or the complexity of the response required. We do aim to provide this as soon as the outcome is available or within a maximum of 28 days of receiving the stage 1 complaint. In some cases, this may take longer to conclude the complaint with an outcome, in these instances the complainant will be notified of revised timescales.

If the complainant remains dissatisfied with the outcome from the manager’s investigation the next steps to pursue are stage 2 of the complaints procedure.

Stage 2

If the complainant is not satisfied with the outcome from the stage 1 complaints process they are able to request a review of the complaint by a senior manager. This must take place within 14 days of the outcome of the original complaint and must be submitted in writing. The senior manager will determine if appropriate procedures were followed and the complaint was answered fully, if there is new evidence submitted in support of the complaint this will also be reviewed. Following review, we shall aim to notify the complainant in writing as soon as possible of the outcome, within a maximum of 28 days.

If the provider or learner is not satisfied with the final response they may then refer the complaint to the appropriate Regulatory Authority i.e. Ofqual (England), SQA Accreditation (Scotland), Qualifications Wales (Wales), CCEA (Northern Ireland). If the complaint relates to delivery by a school or public leisure centre in Scotland, the complaint could also be referred to the Scottish Public Service Ombudsman. Please see below for the relevant contact details.

Monitoring and Review

Safety Training Awards is committed to continual improvement; all complaints received by Safety Training Awards are reviewed to prevent reoccurrence, to improve the suitability and effectiveness of our policies and procedures and to contribute to the development of qualifications that are fit for purpose and meet the needs of our customers.

Contact Details

Safety Training Awards

Please click here to view contact details for Safety Training Awards.

Ofqual (England)

Ofqual
Spring Place
Herald Avenue
Coventry
CV5 6UB

Website: ofqual.gov.uk
Email: public.enquiries@ofqual.gov.uk
Tel: 0300 303 3344 (the phone line is open on weekdays from 09:00 to 17:00)

SQA Accreditation (Scotland)

SQA Accreditation
The Optima Building
58 Robertson Street
Glasgow
G2 8DQ

Website: accreditation.sqa.org.uk
Email: accreditation@sqa.org.uk
Tel: 0345 213 5249

Please click here to view SQA Accreditation’s complaints handling procedure.

For complaints relating to schools or public leisure centres in Scotland, a complaint can be raised with the Scottish Public Services Ombudsman.

Scottish Public Services Ombudsman

4 Melville Street
Edinburgh
EH3 7NS

Or

Freepost EH641
Edinburgh
EH3 0BR

Website: www.spso.org.uk
Online contact form: www.spso.org.uk/online-contact
Freephone advice line: 0800 377 7330 or 0131 225 5300
Fax: 0800 377 7331

Please click here to view information on raising complaints with SPSO.

Qualifications Wales (Wales)

Qualifications Wales
Q2 Building, Pencarn Lane
Imperial Park, Coedkernew
Newport
NP10 8AR

Website: qualificationswales.org
Email: contact@qualificationswales.org (If you wish to make a complaint, please title your email ‘Complaint’)

Council for the Curriculum, Examinations and Assessment (Northern Ireland)

FAO Julie McGovern
CCEA
29 Clarendon Road
Clarendon Dock
Belfast
BT1 3BG

Website: ccea.org.uk
Email: jmcgovern@ccea.org.uk
Tel: +44 (0)2890 261270
Fax: +44 (0)2890 261234
Text Phone: (0)2890 242063

Last Updated: 6th July 2018