Learner Support & Complaints Procedure
Whether you are looking for a traineeship or an apprenticeship, here at The Real Apprenticeship Company, we will help, guide and support you through the process and make sure that you are ready for the world of work.
As well as explaining how a traineeship or apprenticeship can get your career off to a great start, our CV and interview tips will ensure that you stand out from the crowd.
We will support and guide you through the full process, from applying for a traineeship or apprenticeship through to its completion. During your apprenticeship or traineeship, you will follow a structured programme which is broken down into bite-size modules and you will have an individual learning plan and progress report available at the touch of a button so you and your employer will know where you are on the learner journey at any time.
Learner Compliants Procedure
At the Real Apprenticeship Company Limited we strive to deliver excellence in everything we do. Our primary focus is to exceed the expectations of all learners and clients.
Your feedback is invaluable to us and is taken very seriously. We are not only interested in hearing about good feedback in relation to our business and colleagues but we also want to hear from you if you have any complaints or concerns. We also consider complaints to be an important source of information for improving our services for the future.
Definition of a Complaint
We define a complaint or grievance as an expression of dissatisfaction concerning the provision of a programme of learning or administrative service, when the complainant has drawn his or her concern to the attention of the Real Apprenticeship Company Limited and is not satisfied with the response.
If you want advice before making a complaint or taking a complaint to the next stage, the
Operations Manager at The Real Apprenticeship Company Limited Unit 7b Tournament Court, Edgehill Drive Warwick CV34 6LG. email: firstname.lastname@example.org will be happy to help you. We will not register a formal complaint unless you ask us to.
Before you make a Complaint
If you experience problems with any aspect of your learning programme or administrative services, you should contact your Apprenticeship Coach as soon as possible so that we can act quickly to put things right.
We cannot accept responsibility for problems that affect the outcome of your learning programme if you delay telling us about them until it is too late for us to put things right.
If you have told us about problems and you are not satisfied with our response, you are entitled to make a formal complaint.
Making a Formal Complaint
Contact the Operations Manager at The Real Apprenticeship Company Limited Unit 7b Tournament Court, Edgehill Drive Warwick CV34 6LG Mobile email: email@example.com
Although a simple matter can be dealt with over the phone, to make sure that we record your complaint accurately you should put it in writing (if you have a disability that makes it difficult for you to send a written complaint, please contact us so that we can discuss alternatives) and send it to us by post or email. Concise numbered points can be a helpful way to set the situation out clearly.
We will send you a reply within 10 working days of receiving your complaint. If we can’t give you a full reply within that time, we will tell you when we will be able to do so. To guarantee confidentiality, we will send our reply to you by post, unless you ask us to reply by email.
If, when you receive our reply to your complaint, you are not satisfied that we have done everything possible to answer it, you can ask the Lead IQA at The Real Apprenticeship Company Limited, Unit 7b Tournament Court, Edgehill Drive Warwick CV34 6LG Tel: 01926 298020 or email: firstname.lastname@example.org. At this stage in the complaint process, you should put your complaint in writing (if you have a disability that makes it difficult for you to send a written complaint, please contact us so that we can discuss alternatives). You should include:
- full details of your complaint and all matters related to it;
- copies of any previous correspondence with us related to your complaint, or enough information to help us trace this correspondence quickly.
You should also tell us what you think we should do to resolve your complaint.
The Lead IQA will send you an acknowledgement of your complaint within three working days of receiving it, and a full reply within 10 working days of the date of the acknowledgement letter. If we can’t give you a full reply within that time, we will tell you when we will be able to do so
If, when you have a full reply from the Operations Manager you are still not satisfied that we have done everything possible to answer your complaint, you can ask the Operations Manager to refer it to the Chief Executive of the Real Apprenticeship Company Ltd.
We will acknowledge your request within three working days.
The Chief Executive will investigate whether we have handled the matter fairly in line with our policy and procedures, and whether we should do anything else. The Chief Executive will reply to your complaint within 10 working days of the date of the acknowledgement letter, or, if that is not possible, contact you again to let you know when you can expect a full reply.
This stage may take longer because the Chief Executive will need to see previous correspondence and may get advice from several members of staff.
The reply from the Chief Executive will explain the basis of his decision. The Chief Executive’s decision is the final decision on behalf of the Real Apprenticeship Company Ltd. If you remain dissatisfied with this decision, you should contact the Education Skills Funding Agency.
Rights and Responsibilities
- Deal with all complaints within the time limits set out in these notes;
- Make sure that we deal with all the points you raise, and that our replies explain the outcomes clearly;
- Handle your complaint confidentially and only give people the information that is needed to carry out a proper investigation and make a full response;
- Keep records of complaints separate from other records;
- Make sure that no complaint you have made in good faith will be used to your disadvantage in the future; and
- Always be polite.
If you are making a complaint, you should:
- Give us full details of your complaint,
- and Deal sensitively with issues that involve other learners or staff, and not name them unless it is necessary.
At the Real Apprenticeship Company Ltd we value both negative and positive feedback. Therefore, we encourage our learners to let us know if there are any aspects of their training course that they feel could be improved upon and to inform us of instances where they have been particularly pleased by the service they receive from our staff.
At certain times throughout your development, we will encourage you to complete a validation questionnaire. This will ensure we are providing you with the best possible training and support. The detail you provide will also help us to continually improve our training provision.
At the end of your qualification, we would also encourage you to complete a ‘final’ validation form, on which you can detail all aspects of your learning experience.
The data you provide is essential to our commitment to continuous improvement and we would ask that you be descriptive and honest as possible.