Heading 1

COMPLAINTS POLICY

 

1.   Introduction

 

1.1   AAA Training Limited welcomes and encourages feedback of all kinds.  If you have a Complaint about our services, our customer service, or about our employees, not only do we want to resolve it to your satisfaction, but we also want to learn from it in order to improve our business and customer experience in the future.

 

1.2   AAA Training’s complaints and appeals policy is issued to all new employees and Apprentices as an integral part of their induction programme.  AAA Training’s complaints policy is also made available within the employers signed written agreement, commitment statement, Apprentice/Employer handbooks and a copy of the policy/procedure is also published on our website: https://www.aaatrainingsolutions.com/

 

1.3   It is our policy to resolve Complaints quickly and fairly, where possible without recourse to formal investigations or external bodies.  In particular, the aims of this Complaints Policy are:

 

1.3.1        To provide a clear and fair procedure for anyone who wishes to make a Complaint about AAA Training Ltd, our services, our customer service, or about our employees;

 

1.3.2        To ensure that everyone working for or with AAA Training Ltd knows how to Handle Complaints made by our customers;

 

1.3.3        To ensure that all Complaints are handled equally and in a fair and timely fashion;

 

1.3.4        To ensure that important information is gathered from Complaints and used in the future to avoid such a situation arising again.

 

 Definitions

2.1  In this Complaints Policy the following expressions have the following meanings:

Appeal   Means your request to escalate a complaint from level 2 to level 3 if you are not satisfied with the outcome at level 2.

Appeal Handler  Means an employee of AAA Training working at a Senior level (SMT), who will handle level 3 complaints.

 

Business Day  Means, any day (other than Saturday or Sunday) on which ordinary banks are open for their full range of normal business in the United Kingdom.

Complaint   Means a complaint about services provided by AAA Training Ltd, about our customer service, or about our employees.

Complaints Policy

Complaints Policy    Means this document

 

Complaints Procedure     Means the internal complaints handling procedure of AAA Training Ltd, which is followed when handling a complaint

 

Complaints Reference   Means a unique code assigned to your complaint that will be used to track your complaint and progress.

Level 1    Means the first stage in our complaints handling procedure under which your complaint will be handled, by a level one complaint handler.

Level 1 Complaint Handler   Means an employee of AAA Training working at management level.

Level 2    Means the second stage on our complaints handling procedure under which you may appeal the outcome of a level 1 complaint.  Your complaint will be handled by a level 2 complaints handler.

Level 2 Complaint Handler    Means an employee of AAA Training Ltd working at Senior Management level who will handle a level 2 complaint.

 

Level 3    Means the third and final stage on our internal complaint handling procedure, under which you may appeal the outcome of a level 2 complaint.  Your complaint will be handled by an Appeal Handler.

 

Appeal Handler    Means the appeal will be heard by the CEO, with a final judgment made.

 

3.   What this Complaint Policy Covers

 

3.1           This Complaints Policy applies to the provision of services by AAA Training Ltd, to our customer service and to our employees.

 

3.2           For the purposes of this Complaints Policy, any reference to AAA Training Ltd also includes our employees.

 

3.3           Complaints may relate to any of our activities and may include (but not be limited to):

 

3.3.1        The quality of customer service you have received from AAA Training Ltd;

 

3.3.2        The behaviour and/or professional competence of our employees;

 

3.3.3        Delays, defects or other problems associated with the provision of services by AAA Training Ltd;

 

3.3.4        Any specific concern about the provision of a programme of study, support service, administrative service or policy operated by AAA Training Ltd;

 

3.3.5        Any specific concern about the activities of AAA Training Ltd or staff whilst engaged in AAA Training business.

 

3.4   The following are not considered to be Complaints and should therefore be directed to the appropriate person or department:

 

3.4.1        General questions about our services;

 

3.4.2        Matters concerning contractual or other legal disputes;

 

3.4.3        Formal requests for the disclosure of information, for example, under the Data Protection Act.

 

4.   Making a Complaint

 

4.1            All Complaints, whether they concern our services, our customer service, or our employees, should be made in one of the     following ways:

 

4.1.1        In writing, addressed to Complaints, AAA Training Solutions, Unit 3 Bridgwater Court, Oldmixon Crescent, Weston-super-Mare, North Somerset, BS24 9AY

 

4.1.2        By email, addressed to Complaints at: andrew@aaatrainingandrecruitment.co.uk

 

4.2           When making a Complaint, you will be required to provide the following information in as much detail as is reasonably possible:

 

4.2.1        Your name, address, telephone number and email address (We will contact you using your preferred contact method as your Complaint is handled);

 

4.2.2        If you are making a Complaint on behalf of someone else, that person’s name and contact details as well as your own;

 

4.2.3        If you are making a Complaint about a particular transaction, the reference number, e.g. purchase order number, invoice number, etc.;

 

4.2.4        If you are making a Complaint about an employee of ours, the name and, where appropriate, position of that employee;

 

4.2.5        Further details of your Complaint including, as appropriate, all times, dates, events, and people involved;

 

4.2.6        Details of any documents or other evidence you wish to rely on in support of your Complaint;

 

4.2.7        Details of what you would like AAA Training Ltd to do to resolve your Complaint and to put things right.   (Please note that whilst we will make every reasonable effort to accommodate such requests, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take).

5.   How We Handle Your Complaint

 

5.1   AAA Training Ltd operates a three-stage Complaint handling procedure. Following our Complaints Procedure, our aim is to always resolve Complaints to your satisfaction at Level One without further recourse to Level Two or Level Three.  If you are not satisfied at the end of Level One, you may escalate your Complaint to Level Two.  If you are not satisfied at the end of Level Two your Complaint may be escalated to Level Three at which point it will be handled by the CEO.

 

5.2.  Level One:

 

5.2.1    Upon receipt, your Complaint will be logged in our complaints file and we will acknowledge receipt of it in writing within two working days, giving you a Complaint Reference.

 

5.2.2    When we acknowledge receipt of your Complaint, we will also provide details of your Level One Complaint Handler.

 

5.2.3    If your Complaint relates to a specific employee, that person will be informed of your Complaint and given a fair and reasonable opportunity to respond.  Any communication between you and the employee in question should take place only via the Level One Complaint Handler and we respectfully ask that you do not contact the employee in question directly concerning the Complaint while we are working to resolve it.

 

5.2.4    If we require any further information or evidence from you, the Level One Complaint Handler will contact you as quickly as is reasonably possible to ask for it.  We ask that you use reasonable efforts to supply any such information or evidence quickly in order to avoid delaying the complaints handling process.  If you are for any reason unable to provide  such  information  or  evidence,  we  will  use  all  reasonable  efforts to  proceed without  it,  however  please  be  aware  that  we  will  not  ask  for  further  information  or evidence unless we consider it important to the successful resolution of your Complaint.

 

5.2.5    We aim to resolve Level One Complaints within 10 working days, however in some cases, particularly if your Complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.

 

5.2.6.   At the conclusion of the Level One complaints procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result.  You will also be reminded of your right to appeal our decision and escalate the complaint to Level Two.

 

5.3 Level Two:

 

5.3.1    If you are not satisfied with the resolution of your complaint at Level One, you may request that the Complaint be escalated to Level Two within five working days, where your Complaint will be handled by Senior Management level members of our team.

 

5.3.2    Escalation requests, quoting your original Complaint Reference, should be directed to your Level One Complaint Handler who will forward the request to an appropriate Level Two Complaint Handler.  Receipt of escalation requests will be acknowledged in writing within two working days.   

When we acknowledge receipt of your escalation request, we will also provide details of your Level Two Complaint Handler.

 

5.3.3    If your Complaint relates to a specific employee, that person will be informed of your Level Two Complaint and given a further opportunity to respond.  Any communication between you and the employee in question should take place only via the Level Two Complaint Handler and we respectfully ask that you do not contact the employee in question directly concerning the Complaint while we are working to resolve it.

 

5.3.4    If we require any further information or evidence from you, the Level Two Complaint Handler will contact you as quickly as is reasonably possible to ask for it.  We ask that you use reasonable efforts to supply any such information or evidence to us quickly in order to avoid delaying the complaints handling process.    If you are for any reason unable to provide such information or evidence, we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information or  evidence  unless  we  consider  it  important  to  the  successful  resolution  of  your Complaint.

 

5.3.5    We aim to resolve Level Two Complaints within five working days, however in some cases, particularly if your Complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.

 

5.3.6    At the conclusion of the Level Two complaints procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result.  You will also be reminded of your right to appeal our decision and escalate the complaint to Level Three.

 

5.4  Level Three:

 

5.4.1    If you are not satisfied with the resolution of your complaint at Level Two, you may appeal the decision within five working days, and have the Complaint escalated to Level Three where it will be handled by our CEO.

 

5.4.2    Appeals, quoting your original Complaint Reference, should be directed to your Level Two Complaint Handler who will forward the request to an appropriate Appeal Handler. Receipt of Appeals will be acknowledged in writing within two working days.  When we acknowledge receipt of your Appeal, we will also provide details of your Appeal Handler.

 

5.4.3    If your Complaint relates to a specific employee, that person will be informed of your Appeal and given a further opportunity to respond.  Any communication between you and the employee in question should take place only via the Appeal Handler and we respectfully ask that you do not contact the employee in question directly concerning the Complaint while we are working to resolve it.

 

5.4.4    If we require any further information or evidence from you, the Appeal Handler will contact you as quickly as is reasonably possible to ask for it.    We ask that you use reasonable efforts to supply any such information or evidence to us quickly in order to avoid delaying the complaints handling process.  If you are for any reason unable to provide such information or evidence, we will use all reasonable efforts to proceed without  it,  however  please  be  aware  that  we  will  not  ask  for  further  information  or evidence unless we consider it important to the successful resolution of your Complaint.

 

5.4.5    We aim to resolve Level Three Complaints within five working days, however in some cases, particularly if your Complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.

 

5.4.6    At the conclusion of the Level Three procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result.  Our decision at this stage is final.

 

6.   Adjudication

 

If after exhausting this process you are still not satisfied, you can escalate your complaint to the Complaints Adjudicator at the Education and Skills Funding Agency (ESFA).   

 

Email: complaints.ESFA@education.gov.uk, 0800 015 0400 or 0247 682 6482 or post:

ESFA complaints team, Education and Skills Funding Agency, Cheylesmore House, Quinton Road, Coventry, CV1 2WT

 

Please note that the ESFA will not usually investigate complaints more than 12 months after the original decision or action has been taken. 

 

 

7.   Confidentiality and Data Protection

 

7.1       All Complaints and information relating thereto are treated with the utmost confidence.  Such information will only be shared with those employees of AAA Training Ltd who need to know in order to handle your Complaint.

 

7.2       We may ask for your permission to use details of your Complaint (with your personal details removed) for internal training and quality improvement purposes.    If you have given such permission, you may revoke it at any time.

 

7.3       All personal information that we may collect (including, but not limited to, your name and address) will be collected, used and held in accordance with the provisions of the Data Protection Act 1998 and your rights under that Act.

 

8.  Questions and Further Information

 

If you have any questions or require further information about any aspect of this Complaints Policy or about our Complaints Procedure, please contact the HR Department by post:

 

AAA Training Solutions,

Unit 3 Bridgwater Court.

Oldmixon Crescent,

Weston Super-Mare

North Somerset

BS24 9AY

 

9. Policy Responsibility & Review

 

9.1       Overall responsibility for this Complaints Policy within AAA Training Ltd and the implementation thereof lies with the HR Director.

 

9.2       This Complaints Policy is regularly reviewed and updated as required.

 

This Policy has been approved and authorised by:

 

Name:             David Grant

Position:         CEO

Date:               April 2019.

Call us today on: 0345 163 2170 (local rate call) 

or Email us at

admin@aaatrainingsolutions.com

The Apprenticeship, Traineeship and Jobs Growth Wales Programmes, led by the Welsh Government, are supported by the European Social Fund