Complaints & Appeals

SkillsActive Endorsement Complaints & Appeals Process

Complaints

Introduction

SkillsActive is committed to delivering a quality service at all times. However, we accept that occasionally things can go wrong. This policy and procedure describes how Endorsed Providers, learners and the public may make a complaint to SkillsActive if they are dissatisfied with any aspect of our service.

If you encounter a level of service that you feel does not meet your expectations, we would like to hear from you. Equally, if you are pleased with the services offered, or have a suggestion on how we might improve our services, This email address is being protected from spambots. You need JavaScript enabled to view it..

This complaints policy does not cover any appeals against a decision made by SkillsActive pertaining to a judgement made on an endorsed programme submission or any quality assurance judgement made on an Endorsed Provider programme. Instead, any enquiry or appeal should be made by referring to the SkillsActive Appeals Policy and submitted to SkillsActive using an Appeals Form.

SkillsActive Complaints Procedure

Making a complaint against SkillsActive

If you have a complaint regarding any aspect of the service you have received from SkillsActive, please contact us as soon as possible to enable us to try to resolve the issue quickly. If, having contacted us directly, you are still dissatisfied, please send us a written complaint, using the SkillsActive Complaints Form.

Complaints against a SkillsActive Endorsed Provider

It is SkillsActive’s role to ensure fair play and the integrity of all aspects of endorsed training, however in the first instance complaints by learners regarding endorsed continuing professional development (CPD) training must always be directed to the Endorsed Provider following their own internal complaints procedure. SkillsActive will investigate learner complaints only with evidence that this process has been followed. If having followed their process you are still dissatisfied, please send us a written complaint, using the SkillsActive Learner Complaint Form.

Learners whose complaint relates to a qualification offered by an Endorsed Provider must contact the appropriate Awarding Organisation, whose responsibility it is to monitor their accredited centres and deal with any complaints.

The SkillsActive Professional Development Manager reserves the right to refer any complaints received about the conduct of an Endorsed Provider, for any specified reason, for a hearing by the SkillsActive Professional Development Panel. The panel will consider the complaint, and after a stringent review and evaluation process, may recommend an appropriate disciplinary sanction if the complaint is upheld.

SkillsActive response to a complaint

When we receive your completed complaint form:

• We will acknowledge your complaint within 7 working days

• The Professional Development Manager will begin to investigate the matter and will aim to respond within 5 weeks of receipt. If a definitive outcome cannot be given within this time (e.g. when a matter is very complex or where we have to consult a third party on the matter) you will be updated as to the progress being made

• We will treat your correspondence in strict confidence, with fairness and objectivity

• We will inform you of our decision when a full investigation has been completed.

If after receiving SkillsActive’s decision in response to your complaint you are not satisfied, then the matter will be referred to SkillsActive Director of Operations.

SkillsActive Complaints

5 week time period

Stage of complaint

SkillsActive process

Stage One

• Acknowledge receipt of the complaint within 7 working days

• Review the written complaints form

• Request any additional information/evidence (if necessary)

Stage Two

Complaint reviewed and examined, and if necessary referred to the Professional Development Panel, and a decision reached

Stage Three

Complaint decision is agreed and communicated to the complainant.

Appeals

Introduction

SkillsActive aims to provide fair and reliable judgements for all training providers who are and wish to deliver endorsed training. This policy is aimed at training providers who wish to appeal against a SkillsActive endorsement decision.

This policy does not cover a complaint against an aspect of the service received from SkillsActive staff or representatives. Any complaint pertaining to SkillsActive services, staff or representative should be made by referring to the SkillsActive Complaints Policy and submitted to SkillsActive using the Complaints Form.

SkillsActive Appeals Procedure

If you wish to appeal against an endorsement decision made by SkillsActive, please contact us as soon as possible and within 14 days of the decision to enable us to try to resolve the issue quickly. If, having contacted us directly, you still wish to proceed to appeal, please send us a written appeal, using the SkillsActive Appeals Form.

SkillsActive response to an appeal

When we receive your completed Appeal Form:

• We will acknowledge your complaint within 7 working days.

• The Professional Development Manager will begin to investigate the appeal conditions and will aim to respond within 8 weeks of receipt. If a definitive outcome cannot be given within this time e.g. when a matter is very complex or where we have to consult a third party on the matter, you will be updated as to the progress being made.

• The appeal request, evidence and relevant documents will be presented to the Professional Development Panel who will advise if there are grounds for appeal.

• If it is deemed that there are no grounds for appeal then the appeal will be refused.

• We will treat your correspondence in strict confidence, with fairness and objectivity.

• We will inform you of the decision when a full investigation has been completed.

The appeals process and time frame for appeal decisions is outlined below:

8 week time period

Stage of Appeal

SkillsActive process

Stage One

• Acknowledge receipt of the appeal

• Review the written appeal form

• Request any additional information/evidence (if necessary)

Stage Two

Appeal reviewed and examined by the relevant panel who will make a decision as to whether there are sufficient grounds for appeal

Stage Three

• Relevant panel discuss, review and make a final informed decision on the submitted appeal

• Appeal decision is agreed and communicated to the training provider