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- admin@kyptraining.com
Procedures are intended to encourage apprentices/learners to seek the resolution of complaints informally in the first instance. Complaints involving a specific Health and Social Care sector provider will be considered under the learner Complaints Procedure.
Collective complaints will be managed on a case-by-case basis depending on the nature of the complaint. Each individual apprentice/learner of the collective complaint must provide their individual details and signatures are required on the Complaints Form, together with independent/witnessed confirmation of their support for the complaint, and willingness to engage in the complaint process.
We aim to resolve complaints quickly, fairly and effectively and seek to:
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:
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 48 hrs 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 within 48 hrs.
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 within 24 hrs
If the complaint is deemed as a Child or Vulnerable Adult Safeguarding issue, the Learner Welfare manager must be contacted, including safeguarding lead within 24 hrs
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 within 48 hrs
The complainant will receive a formal acknowledgement of their complaint within 48 hrs working days of receipt.
All formal/written complaints will be recorded on the employer file and held in confidence.
The Complaints and Appeals Officer will make an annual report to KYP management Complaints will be monitored according to the gender, ethnicity, age and any disability of students. An invitation to revisit an incident with Care home employers agreed by all parties.
Remedies for complaints include, but are not limited to, an apology, recommendation for internal mediation, recommend that the case is referred for consideration by inviting C&G awarding body for directions, alterations to a process or to a service provided by KYP Know Your Potential Consultancy and, exceptionally, compensation for loss or damage suffered.
KYP seeks to ensure that any remedies proposed are reasonable and appropriate to the nature and circumstances of the complaint.
KYP recognises that making a complaint can be stressful and burdensome for all parties involved. Apprentices are therefore advised to seek advice and guidance before making a complaint.
If you wish to make a complaint please click here: admin@kyptraining.com