- 03300564457
- admin@kyptraining.com
POLICY AIM
We aim to resolve complaints quickly, fairly and effectively and seek to:
Stage 1 – Informal
We recommend that complaints are dealt with informally wherever possible, so in the first instance please try to resolve any issues directly with the staff member concerned or another relevant staff member, for example Tutor/Assessor or Quality and Compliance Manager.
If the staff member is unable to resolve the complaint, or it does not specifically relate to a particular person, your complaint should be raised with the relevant head of department who will investigate and respond to you directly.
A complaint must be escalated immediately to Stage 2 where any part of it relates to:
Stage 2 – Formal
Complaints can only be escalated to Stage 2 if they cannot be resolved at Stage 1. Formal complaints should be submitted in writing by emailing admin@kyptraining.com – To help the process please include your name, contact details, the facts supporting the complaint and reasons for escalation to stage 2.
If a complaint is raised by a Learner and/or Employer.
If the complaint is related to a learner the main advisor, usually the Tutor/Assessor, assigned to the learner must be informed.
If the complaint is regarding the main advisor, the Quality and Compliance Manager needs to be notified.
If the complaint is deemed as a Child or Vulnerable Adult Safeguarding issue, the Safeguarding Lead must be advised as early as possible.
Where notification of the complaint is verbal, it must be followed with a written account provided either by the complainant or noted by the receiver. The main advisor will make a written account of the complaint, request a written account from the complainant (should the scenario require it), investigate and establish the facts ready for agreement as to the most appropriate outcome.
The complainant will receive a formal acknowledgement of their complaint within ten working days of receipt.
All formal/written complaints will be recorded on staff personnel files and held in confidence by Human Resources.
If a complaint is raised by a Learner and/or Parent/Guardian.
If the complaint is regarding an employer, the Quality and Compliance Manager and Managing Director must be notified, who will make a written account of the complaint, request a written account from the complainant (should the scenario require it), investigate and establish the facts ready for agreement as to the most appropriate outcome.
If the complaint is deemed as a Child or Vulnerable Adult Safeguarding issue, the Learner Welfare manager must be contacted.
The complainant will receive a formal acknowledgement of their complaint within ten working days of receipt.
All formal/written complaints will be recorded on the employer file and held in confidence.