Haswell Training Ltd are committed to providing the best possible service that we can. We understand that customers may feel the need / wish to complain about a service they have received or appeal a decision made in relation to their training. This policy includes the procedures for making an appeal or complaint to Haswell Training Ltd and describes how our staff will deal with it.
Appeals and complaints can be made by:
Learners/customers
Trainers
Centre staff
Anyone involved with Haswell Training Ltd
We encourage Learners, Trainers or Centre staff (including subcontractors) to make their dissatisfaction known to the Centre initially so that we can try to resolve this informally and as promptly as possible. However, escalation to a formal appeal or complaint may be the preferred and/or appropriate process.
Our Centre will give Learners, Trainers or Centre staff information about the appeals process and ensure timely access to a copy of the Haswell Training Ltd Appeals and Complaints Policy.
We aim, and are committed to, resolving appeals and complaints quickly, fairly and effectively. We will:
Aim to put things right as quickly as possible for our customers when they go wrong
Keep our customers informed of the progress of their appeal or complaint and the results of any investigation
Seek to learn from each appeal and complaint to improve future performance
Advise our customers of their right to escalate if they still remain dissatisfied after their appeal or complaint has been through all the stages of the internal complaints procedure
Customers have a right to express dissatisfaction with the services they receive from Haswell Training Ltd. Customers using this policy can expect to be treated fairly and without discrimination. The Company has an Equality & Diversity Policy which details the standards and service expectations of Haswell Training Ltd in respect of Equality and Diversity.
Haswell Training Ltd is committed to continuous improvement in service delivery. Our Service Standards for managing appeals and complaints are as follows:
We will make it easy and straightforward for you to make an appeal or complaint
We will endeavour to respond to your appeal or complaint within the published timescales and keep you informed
We will ensure you have a full explanation of our response to your appeal or complaint in your preferred format
We will tell you if changes have been made to services following your appeal or complaint
We will review our Appeals and Complaints Policy at regular intervals.
An appeal is a formal way of asking to review information and change an initial determination.
Appeals can be made about an assessment, or any other decision made by Haswell Training Ltd, including but limited to:
The quality/results of assessments*
Decisions for reasonable adjustments or special considerations
Administration errors
Withdrawal of certification or action plans resulting from monitoring audits
Decisions relating to any action following a malpractice/maladministration investigation
*Learners have the right to appeal against assessment decisions if they think:
The trainer has made the wrong assessment decision
There has been a clerical error in recording a result
If a Learner is not satisfied with the outcome of the Centre appeals process, they can request escalation to stage two appeal to the Director of Haswell Training Ltd. Only people who have appropriate competence and no personal interest in the decision being appealed will make appeal decisions. In some cases, depending on the nature of the appeal, the appeal may need to be sent directly the awarding/regulatory body – we will be able to advise customers of this.
Complaints usually arise when you are unhappy about something. You may feel you have not been dealt with properly, that information given to you was incorrect or that there has been an unacceptable delay.
How to make an appeal or complaint?
The process for making an appeal or complaint is detailed below. Anybody wishing to make an appeal or complaint must do so in writing – either via post or email. Haswell Training Limited have a standard appeals and complaints form which is accessible in either physical or electronic copy (on request). All appeals or complaints must be made within 3 months of the event or problem occurring. We ask that any appeal or complaint be dated and detailed with as much information as possible, including times, dates, names and are sent to:
Haswell Training Ltd, Unit D10 Pinetrees Business Park, Salhouse Road, Norwich, NR7 9BB
Our customer appeals and complaints policy is available on request by hard copy or email and a copy is freely available on our website. An initial response to your appeal or complaint will be made within one week of receipt detailing the action plan and associated timeline.
If you are unhappy with the service provided by Haswell Training Limited - whether it is the learning experience, assessment, the support you are receiving or about staff or the organisation itself - we promise to take your appeal or complaint seriously and treat it as confidential. We also aim to resolve your appeal or complaint as speedily as possible.
If you wish to appeal any decision that we have made that affects you, for example, if you feel that you have received the wrong grade for an assessment, or you disagree with an examination result, you should use the relevant awarding organisation’s appeals procedures, which we can advise you on. For all other issues and grievances, use this Complaints Procedure.
We are always pleased to receive compliments and complaints because they help us improve the service we provide, both for you and other learners. We are also interested in your ideas for improving our services. We use the information you provide for the purposes of processing your appeal/complaint only – in line with the Data Protection Act 2018.
The Centre can arrange to have a Learner reassessed or their work checked by a Trainer/Assessor not previously connected to the Learner. If the Centre does not have an alternative assessor, they will seek to ensure an adequate Trainer/Assessor is appointed.
The Centre will record and document all evidence and information about every appeal and complaint, including who carried out the required and resultant action and outcome. The Centre will forward these records to regulator (for example, CITB) for reporting purposes and make them available for inspection, quality assurance and audit purposes as required.
If you feel that your appeal or complaint in relation to a CITB course or NOCN course has not been resolved to a satisfactory level / outcome by Haswell Training Ltd, you can escalate your appeal/complaint in writing to:
CITB:
You can write to: The Approvals and Compliance Manager 4 Cyrus Way, Peterborough, PE7 8HP
Or by emailing [email protected]
NOCN:
