Complaints Procedure

Effective Skills Training Ltd - Complaints Policy

Effective Skills Training Ltd is committed to providing high-quality skills training and ensuring a positive learning experience for all our learners. We recognise, however, that occasionally things can go wrong, and when they do, we want to make it as easy as possible for you to raise your concerns and for us to address them fairly and efficiently.

This policy outlines our commitment to handling complaints effectively and provides a clear process for you to follow should you wish to make a complaint.

Our Commitment to You:

• We will treat all complaints seriously and with respect.

• We will acknowledge your complaint promptly.

• We will investigate your complaint thoroughly and impartially.

• We will aim to resolve your complaint fairly and within a reasonable timeframe.

• We will keep you informed of the progress of your complaint.

• We will use feedback from complaints to help us improve our services.

What Constitutes a Complaint?

A complaint is an expression of dissatisfaction about any aspect of Effective Skills Training Ltd's services, including but not limited to:

• The quality of training delivery.

• The content or structure of a course.

• The behaviour or actions of our staff or trainers.

• Issues with facilities or resources.

• Administrative procedures.

• Information provided by Effective Skills Training Ltd.

• Assessment processes.

How to Make a Complaint:

We encourage you to raise any concerns you have as soon as possible. In many cases, minor issues can be resolved informally by speaking directly to the relevant trainer or member of staff. However, if you wish to make a formal complaint, please follow the steps below:

Stage 1: Informal Resolution (Optional)

• Where appropriate and comfortable, you can initially try to resolve your concern informally by speaking directly to the trainer involved or another Effective Skills Training Ltd team member. They may be able to address the issue to your satisfaction.

• While not a mandatory step, we encourage informal resolution where possible, as it can often lead to a faster and more satisfactory outcome.

Stage 2: Formal Written Complaint

If you are unable to resolve your concern informally or wish to make a formal complaint from the outset, you must submit your complaint in writing. This allows us to have a clear record of your concerns and ensures a thorough investigation.

Your written complaint should include the following information:

• Your full name and contact details (telephone number and email address).

• The date(s) and time(s) the issue occurred.

• A clear and concise description of the issue, including the names of any individuals involved, if known.

• Copies of any relevant documentation (e.g., course materials, emails).

• What outcome are you hoping for as a result of your complaint?

Please submit your written complaint by:

• Email: complaints@effectiveskillstraining.com (Please include "Complaint" in the subject line)

Stage 3: Investigation and Response

• Upon receipt of your formal written complaint, we will acknowledge it within [Insert Number, e.g., 3] working days. This acknowledgement will confirm that we have received your complaint and will outline the next steps in the process.

• An appropriate member of the Effective Skills Training Ltd team will review and investigate your complaint and gather all necessary information.

• We aim to complete our investigation and provide you with a written response within [Insert Number, e.g., 10]working days of acknowledging your complaint. If the investigation is likely to take longer, we will inform you of the reasons for the delay and provide you with an estimated timeframe for completion.

• Our written response will outline the findings of our investigation, any actions we intend to take to resolve the issue, and, where appropriate, any steps we will take to prevent similar issues from arising in the future.

Stage 4: Appeal (If you are dissatisfied with the outcome)

If you are not satisfied with the outcome of our investigation at Stage 3, you have the right to appeal. To do so,  you must submit a written appeal within 7 working days of receiving our Stage 3 response.

Your written appeal should:

• Clearly state that you are appealing the decision.

• Explain the reasons why you are dissatisfied with the outcome of the initial investigation.

• Provide any new or additional information that you believe is relevant to your appeal.

Please submit your written appeal by:

• Email: info@effectiveskillstraining.com (Please include "Complaint Appeal" in the subject line)

Your appeal will be reviewed by a senior member of staff who was not involved in the initial investigation. We aim to provide you with a final written response to your appeal within 10 working days of receiving it. This response will represent Effective Skills Training Ltd's final position on the matter.

External Escalation:

While we are committed to resolving complaints internally, if you remain dissatisfied after completing our internal complaints process, you may have the right to escalate your complaint to an external body. The relevant external body will depend on the nature of your complaint and the accreditation or regulatory bodies relevant to the training you received. If applicable, we will provide information on relevant external bodies in our final response to your appeal.

Confidentiality:

All complaints will be handled with sensitivity and in accordance with our data protection policy. Information relating to your complaint will only be shared with those individuals who need to be involved in the investigation and resolution process.

Monitoring and Review:

Effective Skills Training Ltd will monitor and review all complaints received to identify trends and areas for improvement in our services. This policy will be reviewed annually to ensure its effectiveness.

Contact Information:

John O'Sullivan 

Email: complaints@effectiveskillstraining.com

Telephone: 03300433808

We value your feedback and are committed to using it to continuously improve our services. Thank you for taking the time to bring your concerns to our attention.