Complaints / Escalation Policy

AIMS

Transport Training Academy is committed to delivering high quality training and encourages all potential, present and past learners, employers and customers to let us know where they have cause for concern or where improvements to our services could be made.

• We will treat all complaints seriously and in a timely manner to facilitate an early resolution.
• We will handle all complaints in confidence and with empathy.
• Whatever the outcome we will learn from the experience, and where appropriate make the necessary changes to our procedures to prevent complaints of a similar nature occurring.

Transport Training Academy expects that, in raising possible issues of complaint, learners, employers and customers will have met their course/contractual commitments and have observed an acceptable level of behaviour and consideration for others.

SCOPE

This procedure outlines a number of simple routes to be used by complainants depending on the seriousness of the complaint.

The following list indicates some examples of the type of complaints covered by this procedure;

• Misinformation about the course or qualification
• Poor assessment, teaching or supervision
• Insufficient facilities
• The behaviour of a member of staff, another learner, employer or customer
• A failing in the level of Transport Training Academy’s service.

These examples are not exhaustive and Transport Training Academy will investigate every complaint made. Not all complaints will necessarily result in the outcome the complainant may be looking for, for instance Government or Awarding Body policy or curriculum decisions outside our control may affect the type of service we are able provide. However, whatever the decision Transport Training Academy will inform every complainant of the outcome and the reasons for it.

THE PROCEDURE

Stage One
Complaints of a minor nature should be raised immediately with the assessor, instructor or member of staff concerned. It is anticipated that most complaints will be resolved this way. Having done this if you are not satisfied with the response to your complaint Stage 2 of this procedure should be followed.

Stage Two
Where it has not been possible to resolve matters to your satisfaction under Stage One you should contact the Training and Compliance Manager and give the full details of your complaint.

You will receive an acknowledgement of your complaint in writing within 2 working days.

The complaint will then be fully investigated. It is our aim that all complaints under Stage Two of this procedure will be resolved within 14 days. You will be informed in writing if there is any delay to this process.

You will receive written notification of the outcome of your complaint which will give the decision and the reasons for it.

If you remain unsatisfied with the outcome then Stage 3 of this procedure should be followed.

Stage Three
In the unlikely event that you remain dissatisfied with the outcome from Stage Two the complaint should be referred to Transport Training Academy’s Managing Director.

Stages 1 and 2 must have been followed before the Managing Director will investigate the complaint.

You will receive an acknowledgement of your complaint in writing within 2 working days.

The complaint will then be fully investigated. It is our aim that all complaints under Stage 3 of this procedure will be resolved within 14 days. You will be informed in writing if there is any delay to this process.

You will receive written notification of the outcome of your complaint which will give the decision and the reasons for it.

If the complaint involves a specific qualification and you still remain unsatisfied with the outcome received from Transport Training Academy then Stage 4 of this procedure should be followed.

Stage Four
If, despite the best efforts of the management structure of Transport Training Academy, you still remain unhappy the final right of complaint would be to the Awarding Body of the relevant qualification. The contact details of which can be obtained from Transport Training Academy’s Training and Compliance Manager.

Assessment Appeals Process

The following process will be implemented in the case of an appeal against an assessment:

Candidate disagrees with an assessment decision

Candidate examines the standards/criteria and still feels the assessment decision is wrong/unfair

Candidate discusses their reasons for feeling the decision is wrong/unfair with the Assessor

Assessor looks again at the assessment and gives an explanation within 5 working days either confirming the decision or giving a new decision

Candidate disagrees with decision

Candidate lodges appeal in writing with the Internal Verifier detailing the reasons they feel the assessment decision is unfair/wrong and steps they have taken to resolve this with the Assessor

Internal Verifier examines the information and reconsiders the assessment decision

Internal Verifier gives the candidate the reconsidered assessment with 5 working days

Candidate disagrees with decision

Appeal goes to Appeals Panel which meets within 10 days of receipt of the appeal

The decision of the appeals panel is given to the candidate within 5 working days and is final

Candidate agrees with decision.

Appeal stop

If you have escalated your appeal to the relevant awarding body and you still remain unsatisfied, you have the right to raise your appeal to the qualification regulator whose decision is final.

Sensitive Issues / Complaints

If you have a complaint which is not about Transport Training Academy’s  services, assessment or teaching but instead relates to a more sensitive and personal issue such as harassment you can refer this in confidence to the Training and Compliance Manager. If the complaint concerns the Training and Compliance Manager the matter can be referred directly to Transport Training Academy’s Company Director.

Refunds

If, after investigation, the resolution of a complaint involves Transport Training Academy processing a refund of monies paid by a learner, employer or customer, the payment will be raised within 7 working days of the confirmation of this course of action to the complainant.

Monitoring

If you do have a concern please do not hesitate to raise it. We would like to hear from you as early as possible to resolve the problem and to put things right so that similar concerns do not occur in the future.

Appeals Procedure

If you do not agree with or accept the results of your complaint, you have the right to appeal.

Transport Training Academy will monitor all comments and complaints and review all issues and procedures annually to endeavour to continuously improve our service.

For and on behalf of Transport Training Academy

David Coupe
Company Secretary
Dated: 4th August 2016