Complaints, compliments and suggestions
At Skills Edge Training, we strive to provide the highest standard of training and care in all our services. Your views are crucial in helping us maintain and improve our standards. We encourage you to provide feedback, including where you feel things are working well and if you have any ideas on what we can adjust to make things even better.
Apprenticeships have many moving parts, some of which are outside the control of Skills Edge Training. We still welcome you to raise concerns, complaints and suggestions on these parts so we can work with you in finding a resolution or provide the most appropriate information, advice and guidance.
Please note that although we treat all feedback sensitively, we cannot always guarantee confidentiality where there is a safeguarding or safety concern.
Other ways to complain, compliment or make suggestions
Anyone affected by the way we provide our services can make a complaint, compliment or make a suggestion. A representative can do this on your behalf if you cannot do so yourself and you have given them consent.
Anonymous Complaints
We deal with anonymous complaints in the same manner; however, providing contact details allows us to communicate the outcome to you.
Responsibilities
The Quality Director is responsible for dealing with all complaints. We will provide any help you need to understand the complaints procedure or advise where you can get that help.
Time Limits
Make your complaint as soon as possible after the event. Complaints made more than twelve months later may not be investigated unless there are good reasons for the delay.
How We Handle Complaints
- Investigation: A senior member of the management team will investigate the complaint.
- Acknowledgment: We will acknowledge your complaint within 3 working days and provide contact details of the investigator.
- Progress Updates: We will keep you informed throughout the investigation.
- Resolution: We aim to resolve complaints within 28 working days unless otherwise agreed. Once resolved, we will meet with you to discuss the outcome and provide a written summary of our findings, actions taken, and proposals to resolve the complaint.
Further Steps
If you’re not satisfied with how your complaint is handled at any stage, you can contact the Managing Director:
- By Post: Managing Director, Skills Edge Training, The Union Building, Norwich, Norfolk, NR1 1BY.
Telephone: 03333 583559.
Email: complaints@skillsedge.co.uk
- By Post: Managing Director, Skills Edge Training, The Union Building, Norwich, Norfolk, NR1 1BY.
Escalating your complaint
If you’re not happy with the outcome, you can escalate your complaint to the Department for Education, the relevant Awarding Body, or Ofqual. Skills Edge Training will assist you in identifying the appropriate contact.
We genuinely value your feedback and are committed to resolving any issues you may have. By voicing your concerns, you’re helping us improve and ensuring that we continue to provide the highest quality of service. Don’t hesitate to reach out if you need assistance or further clarification on our complaints process.
Thank you for being an integral part of Skills Edge Training.