|PDTT22/23 (004) v2
|Curriculum and Quality Manager, Head of Skills and Training
|Scope: applies to who
|Students, Employers, Teaching and Support Staff
We hope that all our service users will be satisfied with the services offered by PDTT. Indeed, we often get thanks and compliments! However, should a learner, an employer or a member of the public have concerns, we take these very seriously. While most issues that arise can be resolved informally, this policy outlines the steps available if it is felt the issue needs to be taken further.
Please refer to stage 2 below to ensure that the Compliment Form goes straight through to the Head of Skills and Training to provide positive feedback. We really appreciate your feedback.
Who can make a complaint?
Anyone can make an informal or formal complaint about anything linked to administration, training, assessment, verification, or personnel conduct whether they are receiving services from PDTT or not. This includes learners; a group of learners; an employer; a contractor; members of the public and parents/carers of children under 18.
Reasons for a complaint
A complaint can arise when someone considers that a service has not been delivered as they might reasonably expect. This might take the form of:
· Inappropriate conduct of a PDTT representative
· Failure to follow PDTT’s policies
· Failure to follow an Awarding Organisation's Code of Practice
· Failure to reach service standard
· Failure to provide a service
· Failure to carry out action promised
· Inefficient delivery of service
· Wrong or incomplete information given
How to make a complaint
By registering for a qualification through PDTT, learners and employers have agreed to abide by its Complaints Procedure, as outlined below.
If a learner has a complaint that can be easily put right, in the first instance they can contact the allocated tutor or the tutor support member of staff. That member of staff will endeavour to resolve the matter satisfactorily. This should be dealt with within ten working days of the complaint being made.
In the unlikely event that the tutor or support tutor has not been successful, the complainant will complete the Complaint Form and they will refer the complaint to the Head of Skills and Training who will respond directly within five working days of referral and within three months of the complaints being logged centrally.
If the Head of Skills and Training is unable to resolve the matter, then the complaint should be referred to the Chief Executive Officer. They will respond within ten working days to the complaint. The response will give a full written explanation.
If you are not happy with the resolution of the complaint you can appeal
Complaints relating to the learning programme - contact the Skills Funding Agency or Greater London Authority
Complaints relating to qualifications - contact the Awarding Organisation
Your complaint will not affect the way that you are treated while your complaint is investigated.
These timescales have been fixed to ensure that complaints are dealt with quickly, however they may be extended if agreed by both parties. Where complaints need to be dealt with outside of the time frames specified, all parties will be notified of this.
If a learner, or anyone else, has a complaint to make, they can ask to speak to, or see, the relevant Head of Skills and Training in person, or if unavailable, any other member of the Senior Leadership Team. If they prefer to put their complaint in writing, they can submit the Complaint Form to the address below. The Head of Skills and Training will ensure the complaint is referred on to the person best placed to respond:
Head of Skills and Training
258 Harrow Rd,
Westminster, London, W2 5ES
0207 2668 241 / 07852 319919