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.

Principal

1. No apprentice/learner making a complaint to KYP under these procedures, whether successfully or otherwise, will be treated less favourably than would have been the case had a complaint not been made.
2. All parties are expected to make reasonable efforts to resolve matters on an informal basis before moving to the formal stages of the process. It is in the interests of the Apprentice/learner that complaints are resolved as quickly as
3. KYP will deal with all complaints confidentially, and expects all parties involved (apprentices) to respect this approach. Learners should recognise that it may be necessary to disclose details of a complaint to contract managers and care home settings for the purposes of investigating the complaint and seeking an effective resolution. Unless there are exceptional considerations, any person who is the subject of a complaint has the right to be supplied with a copy of the complaint, and to comment on it.

Policy Aim

We aim to resolve complaints quickly, fairly and effectively and seek to:

• Treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response
• Handle complaints promptly and, when appropriate, confidentially
• Investigate all complaints in accordance with the agreed process, and in all cases,
• make strong and appropriate efforts to resolve any complaint to the complainant’s satisfaction
• Put things right quickly for our customers when they go wrong
• Keep our customers informed of the progress of their complaint and the results of any subsequent investigation
• Learn from each complaint to improve future performance
• Set performance targets for responding to complaints and monitor our performance against these targets
• Advise our customers of their right to complain to an appropriate regulator or agency – such as the Education Skills Funding Agency, City & Guilds awarding body – if they remain dissatisfied after their complaint has been through all stages of our complaints procedure.

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:

• Equality & Diversity
• Safeguarding
• Health & Safety
• Prevent Duty
• Radicalisation

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 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.

Monitoring/Governance

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.

Remedy

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