Complaints Policy and Procedure

First Call Care Solutions Apprenticeship Training Centre

1. Purpose

First Call Care Solutions Apprenticeship Training Centre is committed to delivering high-quality education and training in line with the expectations of the Education and Skills Funding Agency (ESFA) and Ofsted’s Education Inspection Framework (EIF).

This policy ensures that all complaints are managed in a way that is:

  • Fair, transparent, and consistent
  • Timely and responsive
  • Focused on safeguarding learners and improving provision
  • Compliant with ESFA funding rules and Ofsted expectations

Complaints are used as a tool for continuous quality improvement and self-assessment.

2. Scope

This policy applies to:

  • Apprentices and learners
  • Employers and workplace mentors
  • Team members, tutors, and assessors
  • Contractors and external stakeholders

It covers complaints relating to:

  • Quality of education and training delivery
  • Assessment practices and feedback
  • Safeguarding and learner welfare
  • Behaviour, conduct, or professionalism
  • Equality, diversity, and inclusion (EDI)
  • Facilities, resources, or learning environment
  • Administrative processes and support services

3. Regulatory Context

This policy aligns with:

  • ESFA Apprenticeship Funding Rules
  • Ofsted Education Inspection Framework (EIF)
  • Keeping Children Safe in Education (KCSIE)
  • The Equality Act 2010
  • UK General Data Protection Regulation (UK GDPR)

The centre ensures that:

  • Complaints relating to safeguarding are escalated immediately in line with safeguarding procedures
  • Learners are aware of how to raise concerns safely
  • Records are maintained for inspection and audit purposes

4. Key Principles

All complaints will be handled in accordance with the following principles:

  • Accessibility: Clear and simple process available to all learners and stakeholders
  • Impartiality: Investigations conducted objectively
  • Timeliness: Prompt handling within defined timescales
  • Confidentiality: Information shared only on a need-to-know basis
  • Learner Protection: No detriment to individuals raising concerns (including whistleblowing)
  • Continuous Improvement: Outcomes used to inform quality improvement plans (QIPs)

5. Definition of a Complaint

A complaint is defined as an expression of dissatisfaction about the quality, standard, or delivery of services, actions, or lack of action by the training provider.

This does not include:

  • Academic appeals (covered under a separate policy)
  • Safeguarding disclosures (handled under safeguarding policy, though may overlap)

6. Informal Resolution (Stage 0)

The centre encourages early resolution of concerns.

  • Concerns should be raised with the relevant tutor, assessor, or team member within 10 working days
  • Staff will attempt to resolve the issue within 5 working days
  • Outcomes should be recorded where appropriate for quality monitoring

If the issue is resolved, no further action is required.

7. Formal Complaints Procedure

Stage 1: Formal Complaint Submission

If unresolved informally:

  • Complaints must be submitted in writing (email or complaints form)
  • Must include:
    • Full details of the complaint
    • Relevant dates and individuals involved
    • Supporting evidence (if available)
  • Submitted to the Centre Manager, Diana Eddy, email diana.eddy@continuumcarecornwall.com, address Waterside House, 7C,
    Falmouth Rd, Penryn, Cornwall, TR10 8BD

Stage 2: Acknowledgement

  • Complaint acknowledged within 3 working days
  • Complainant informed of process, timescales, and investigating officer

Stage 3: Investigation

  • An impartial investigator will be appointed
  • Investigation may include:
    • Review of documentation and evidence
    • Interviews with relevant parties
    • Consideration of policies and compliance requirements
  • Completed within 10 working days (or extended with justification)

Stage 4: Outcome

  • Written outcome issued, including:
    • Summary of findings
    • Decision and rationale
    • Any actions or improvements identified
  • Where applicable, actions will feed into Quality Improvement Plans (QIPs)

8. Appeals Process (Stage 2 Review)

If dissatisfied with the outcome:

  • Appeal must be submitted within 5 working days
  • Reviewed by a senior manager not involved in the original investigation
  • Focus of appeal:
    • Process followed correctly
    • Evidence considered appropriately
    • Decision was reasonable
  • Final response issued within 10 working days

This represents the centre’s final internal stage.

9. Escalation to External Bodies

If the complainant remains dissatisfied, they may escalate to:

  • Education and Skills Funding Agency (ESFA)
  • Ofsted
  • Relevant awarding organisation or end-point assessment organisation (EPAO)

The centre will cooperate fully with any external investigation or audit.

10. Safeguarding Considerations

Any complaint that raises a safeguarding concern will be:

  • Immediately referred to the Designated Safeguarding Lead (DSL)
  • Managed in line with safeguarding procedures
  • Prioritised above standard complaints timescales

11. Confidentiality and Data Protection

All complaints will be handled in accordance with UK GDPR:

  • Information stored securely
  • Access restricted to relevant personnel
  • Records retained in line with data retention policy

12. Record Keeping and Quality Improvement

  • All complaints logged in a central complaints register
  • Trends analysed as part of:
    • Self-Assessment Report (SAR)
    • Quality Improvement Plan (QIP)
  • Evidence made available during Ofsted inspections and ESFA audits

13. Monitoring and Review

This policy will be:

  • Reviewed annually
  • Updated in response to regulatory or legislative changes
  • Evaluated through learner feedback and audit findings

14. Responsibilities

  • Centre Manager: Overall accountability and compliance
  • Complaints Officer: Day-to-day management of complaints process
  • Team Members: Promote positive culture, respond promptly to concerns
  • Learners/Employers: Raise concerns appropriately and in good faith

Complaints Procedure Summary

  1. Informal concern raised (Stage 0)
  2. Formal complaint submitted (Stage 1)
  3. Acknowledgement within 3 days
  4. Investigation within 10 days
  5. Outcome issued
  6. Appeal (Stage 2 review)
  7. External escalation (if required)
EditorAlterationApproverDateVersion
Diana EddyNew April 2026V1.0
       
Version1.0
Policy NumberFCC
Review DateApril 2027