Learner Complaints Procedure
Learner Information: –
Here at Hi-Tech Training, we want you to be happy while you are studying with us. We take all complaints seriously.
We aim to reply to all complaints within 7 working days. We will try to find a solution to the problem that everyone is happy with. Please note that we can only act on a learner complaint if the procedure below is followed. We will make every effort to resolve your complaint.
Detail Procedure Steps as follows: –
Complaints can be made verbally or in writing and to any staff member.
Stage 1 – Informal…A complaint can be made informally to any member of staff, who will discuss the complaint with the learner and attempt to resolve it. Learners will be notified of the required time to investigate or remedy the issue. The staff member receiving the complaint will attempt to resolve the complaint immediately.
Stage 2 – Formal…If a complaint cannot be resolved informally or if the learner feels that an informal complaint will not address the issue, then the complaints form should be completed by the learner and be submitted within 7 working days of initial contact of the issue arising to the Training Manager at email@example.com – All sections of the complaint form should be completed (please see form below). The Training Manager will contact the learner within 7 working days to acknowledge receipt of the complaint and outline the course of action to be taken.
The complaint will be investigated by the Training Manager and any other personnel involved. When the investigation is complete the learner will be notified of the outcome in writing.
Where the learner is not satisfied with the outcome, they can make a request for a final review to be carried out. – The request for a review must be submitted in writing to the Appeals Committee within 7 working days of the outcome. – The Appeals Committee will carry out the review. The decision from this review will be final.