Learner Policies
Complaints Policy
ATC wants concerns to be raised early so that they can be understood and resolved fairly. This policy covers complaints about services, support, communication, facilities, administration or the learner experience. Assessment decisions are normally handled through the Appeals Policy, although a complaint about the process may also be considered here.
Website draft — legal and operational review required.
This document is a substantial working draft for ATC. Confirm the bracketed or course-specific details and obtain appropriate legal and operational review before relying on or publishing it as an approved policy.
Effective
Draft for ATC confirmation before publication
Last updated
[Policy date: To be confirmed by ATC before publication]
Review
Review at least annually and sooner if legislation, awarding requirements, services or delivery arrangements change.
Owner
Achievers Training College Ltd (ATC)
Version
0.1 draft
Purpose and scope
Purpose
Provide a safe, proportionate and transparent route for resolving concerns about ATC services, support or learner experience.
Scope
Complaints from learners, applicants, employers, visitors or representatives about ATC services, communication, administration, learning or support.
Responsibilities
ATC
Listen without retaliation, keep the process impartial, protect confidentiality and use outcomes to improve services.
Complainant
Explain the concern accurately, provide relevant information and engage respectfully with requests for clarification.
Investigator or reviewer
Declare conflicts, examine evidence fairly, give reasons and keep a clear record of the outcome.
How the policy works
Where safe and suitable, try informal resolution; a person may proceed directly to a formal complaint.
Submit the formal complaint using the published ATC contact route and include the issue, dates, impact, evidence and desired outcome.
ATC will acknowledge, investigate, provide a written outcome and explain any action or escalation route.
Use the safeguarding or emergency route immediately where someone may be at risk; do not wait for a complaint investigation.
Informal resolution
Where it feels safe and appropriate, speak to the person responsible or your tutor first. Explain what happened, when it happened, the impact and what would put it right. Many concerns can be resolved quickly through clarification, an apology, a correction or a practical action. You may move directly to a formal complaint if informal resolution is unsuitable.
Stage 1: formal complaint
Submit a complaint to info@achieverstrainingcollege.co.uk with “Formal complaint” in the subject line. Include your name, course, dates, people involved, supporting information and the outcome you are seeking. ATC should publish a clear acknowledgement and response timescale before this policy goes live; until then, it will confirm the expected timescale when acknowledging your complaint.
| Stage | Route | Timescale |
|---|---|---|
| Informal resolution | Tutor, service contact or responsible person where safe | [Insert confirmed response time] |
| Formal complaint | info@achieverstrainingcollege.co.uk | [Insert confirmed acknowledgement and outcome times] |
| Review or escalation | [Insert confirmed reviewer or escalation route] | [Insert confirmed submission and response times] |
Investigation
An appropriate person will review the complaint, gather relevant records, speak with people involved and keep the process as confidential as possible. The investigator should be impartial and not investigate a matter where there is a conflict of interest. You may be asked for clarification, and ATC may put temporary support or safeguarding measures in place.
Outcome
ATC will provide a clear written outcome, the reasons for it and any action to be taken. Possible outcomes include upheld, partly upheld or not upheld. Action may include correction, service improvement, additional support, training or referral to another procedure. Personal information about other people will not be disclosed unnecessarily.
Escalation and review
If you believe the process was not followed, important evidence was missed or the outcome was unreasonable, explain the grounds for review in writing. ATC should confirm the senior reviewer, deadline and response time before publication. An escalation is not a second opportunity to repeat the same points without new grounds.
Safeguarding and urgent concerns
A safeguarding concern, immediate safety risk, discrimination, harassment or suspected criminal conduct should be reported at once to a tutor or ATC contact and, where necessary, the emergency services or appropriate authority. Do not wait for the complaints process where someone may be at risk.