Complaints Policy

Complaints Policy

National Business College has been trading for over 35 years and has excellent relationships with learners and employers. At NBC we are committed to achieving excellence in the quality of service we provide for all of our users. If you are unhappy with the service you have received or it did not meet your expectations please let us know. It is anticipated that in the majority of cases, issues will be resolved with the relevant member of staff. The complaints policy applies to all apprentices, former apprentices, employers, and member of public. This policy does not cover assessment decisions as there is a separate appeals policy and procedure. NBC define a complaints as: “A declaration of unhappiness or dissatisfaction by an individual or group about NBC’s actions or lack of actions or about the standard of service provided.”

PROCEDURE
Stage 1
• Complainants are encouraged to raise concerns with the relevant member of staff who should be able to resolve any queries.
• If the complainant is not happy with the outcome then they should move to stage 2.
• The member of staff highlights the discussion to the centre manager and the complaint is logged. If the issue is considered to be of a serious nature, the complainant will be asked to put it into writing for the centre manager, Keely Carleton.

Stage 2
• Once a complaint has been received in writing the Manager will acknowledge the complaint within 5 days detailing that an investigation will be carried out.
• The Centre Manager will investigate thoroughly and may speak to the complainant and relevant members of staff whilst maintaining confidentiality.
• A formal response will be provided within 10 working days. If this is not possible, the complainant will be kept informed of progress
• When the investigation is completed, the complainant will be provided with written notification of the outcome and the appeals process.

Stage 3
• If a complaint has not been satisfactorily resolved at Stage 2 then an appeal may be lodged in writing to the Directors Jenny and Andrew Stringer but this must be done within 10 days of receiving the outcome letter in Stage 2.
• If The Directors are happy that the matter has been dealt with correctly and satisfied with the outcome in stage 2 then a final letter will be issued closing the matter.
• Following this the complainant would have the right to complain externally to The ESFA, relevant awarding body or End Point Assessment organisation.

Recording
• Complaints may be received verbally or in writing. In all cases, when a manager receives a complaint, a written record will be made, supported by accompanying documentation.
• Should an individual require assistance in formulating or writing their complaint, assistance will be provided by someone not directly connected to the case.

Monitoring and reviewing
• Staff who received the complaint must ensure it is documented and logged.
• The Centre Manager will monitor each complaint to completion and for issues of discrimination.
• Where such issues are identified, the complaint record will be updated and discussed with The Directors.
• The complaints log will regularly be reviewed by the senior management team.

If the complainant wishes to escalate the complaint to the Education and Skills Funding Agency they can do so how through the apprenticeship helpdesk on 08000 150400 or email (nationalhelpdesk@apprenticeships.gov.uk).
Complaints about non-compliance with the Freedom of Information Act 2000 or Data Protection should be referred to: The Information Commissioner, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF. Telephone 01625 535 745 or email data@dataprotection.gov.uk

Andrew Stringer – Director
18/08/2021