Complaints Policy and Procedure
TESS Group Apprenticeship Training
Introduction
At TESS Group, we are committed to providing high-quality apprenticeship training and support. We welcome feedback and take all complaints seriously. This policy outlines how we handle complaints and concerns raised by our learners, employers, and other stakeholders.
We aim to resolve complaints fairly, consistently, and promptly. Most concerns can be resolved informally and quickly. However, we have formal procedures in place for more serious matters.
The Complaints Process
We operate a three-stage complaints procedure designed to resolve issues efficiently and fairly.
Stage 1: Informal Resolution
Most issues can be resolved quickly and informally. We encourage learners to raise concerns directly with their Skills Coach, account manager, or the TESS Group office in the first instance.
How to raise an informal complaint:
- Speak to your Skills Coach or account manager directly
- Call our office on 01604 210 500
- Email [email protected]
5 working days
7 working days
We will listen to your concern, investigate if needed, and aim to resolve the issue informally and positively. If you are satisfied with the outcome, the complaint is closed.
Stage 2: Formal Complaint
If your concern is not resolved at Stage 1, or if you believe the issue requires a formal investigation, you can submit a written complaint.
For training-related complaints:
Submit your written complaint to:
For non-training related complaints:
Submit your written complaint to:
Please provide as much detail as possible about your complaint, including dates, times, people involved, and what outcome you are seeking.
5-7 working days
14 working days
Your complaint will be investigated thoroughly. You will receive a written response explaining the findings and any actions we are taking.
Stage 3: Review by Governance Panel
If you remain unsatisfied after Stage 2, you have the right to request a review by an independent panel.
To request a Stage 3 review, contact:
Your case will be reviewed by a panel that includes:
- A member of TESS Group leadership
- A governance advisor (independent)
- A lay person (independent)
The panel will conduct a fair and impartial review. You will be invited to present your case and will receive a written decision setting out the panel's findings.
External Escalation
If you have exhausted our internal complaints procedure and remain dissatisfied, you may escalate your complaint to an external body. Your complaint may be appropriate for:
| External Body | Contact Details | For |
|---|---|---|
| Apprenticeship Helpline | 0800 015 0400 | Concerns about apprenticeship standards and employer practices |
| Department for Education (DfE) | www.gov.uk/government/organisations/department-for-education | Funding or quality concerns (apprenticeship funding functions formerly handled by ESFA, now part of DfE) |
| Ofsted | www.gov.uk/government/organisations/ofsted | Quality of education and training delivery |
| Awarding Organisation (AO) | Contact your awarding body directly | Assessment-related concerns |
| End-Point Assessment Organisation (EPAO) | Contact your EPAO directly | End-point assessment concerns |
| Department for Education (DfE) | www.gov.uk/contact-dfe | Serious concerns about training quality |
Feedback and Continuous Improvement
We are committed to learning from feedback and complaints to continuously improve our services. We collect feedback through:
- Surveys following training sessions
- Midpoint reviews with learners
- Endpoint evaluations and exit reviews
- Formal feedback forums where learners can contribute to service improvements
All feedback is analysed and used to inform our training delivery and support services.
Record Keeping and Data Protection
All complaints are recorded and kept on file in accordance with UK GDPR and Data Protection Act 2018 requirements. Complaint information is retained for as long as necessary to manage and respond to the complaint, plus a further period for record-keeping and audit purposes.
Your personal data will be handled securely and will not be shared beyond those who need to know about your complaint, unless you have consented or there is a legal requirement to do so.
For more information about how we handle your data, please see our Privacy Statement.
Our Commitment to You
We aim to:
- Take all complaints seriously and treat them with respect
- Respond promptly and keep you informed throughout the process
- Investigate fairly and impartially
- Maintain confidentiality where appropriate
- Learn from complaints to improve our services
- Ensure no negative consequences for raising a complaint in good faith