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Procedure for dealing with complaints about providers of education and training

Publisher
Skills Funding Agency
Publication Date
Disciplines
  • Education

Abstract

Procedure for dealing with complaints about providers of education and training funded by the Skills Funding Agency April 2013 Of interest to all learners and providers of education and training Procedure for ?ealing with ?omplaints about Providers of Education and Training Procedure for dealing with complaints about Providers of Education and Training Key Principles 1 The Chief Executive of Skills Funding (Chief Executive) and Providers of Education and Training (Providers) should be receptive to genuine expressions of dissatisfaction. 2 Complaints should be dealt with promptly, fairly and proportionately. 3 Action taken as a result of complaints should help to improve the quality of education that further education (FE) colleges provide, post-19 education and training, and Apprenticeships. 4 In dealing with complaints, the Chief Executive will take account of its duty to promote equality and diversity. Providers 5 The following Providers are covered by this procedure:  FE colleges (not including sixth-form colleges)  those delivering Apprenticeships  those delivering other education and training suitable for persons aged 19 and over and funded by the Chief Executive We will investigate complaints about all courses that the Chief Executive funds and those courses funded by a 24+ Advanced Learning Loan. 6 Providers are required to have published procedures for handling complaints. These procedures should contain a process by which a learner or other organisation can make a complaint, have it investigated, reviewed and resolved. The procedure should also outline the process, timescales and named individuals. 7 Providers should ensure that learners understand all details of the complaints procedure and make complaints information available in other formats (for example, Braille, large print, other languages). 8 Provid

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