Introduction

Corecom Technology Academy (CTA) takes the quality of it’s service very seriously, and any situations where learners or otherwise do not believe we have met the high standards we set deserve a chance to have things explained or resolved. These will ultimately give us a chance to improve.

We expect all our staff to take complaints seriously and act upon them.

Scope

This policy applies to any leaners, employed or otherwise, who complete any training course with CTA, including bootcamps, open training courses, and employer based training.

Complaints Process

There are 2 ways to make a complaint:

·        To a Trainer / Recruiter / Recruitment and Wellbeing Manager directly

·        By emailing complaints@corecomtechacademy.co.uk

When the complaint is received it will go through the following process:

1.      Acknowledgment

a.      We will acknowledge your complaint within two working days of its receipt and give you a unique reference number which you need to quote in any subsequent correspondence.

2.      Informal discussion

a.      You will then be invited to discuss your complaint with an independent person, either from CTA who is not involved in the complaint, or a representative from a group business. The aim of this discussion is to look to address your complaints and for CTA to commit to resolutions and improvements where possible. We aim to complete this discussion within 2 weeks of the complaint.

3.      Formal investigation

a.      If this does not resolve your complaint, a formal investigation will take place by a panel of independent senior managers, trainers, recruiters. We will request you to provide as much evidence and information as possible in order for a thorough investigation to take place. The panel will meet to consider the complaint within 2 weeks of the informal discussion taking place.

4.      Outcome

a.      Following the formal investigation an outcome of the complaint will be recorded and provided to the complainant, including a reason for that decision. The decision could result in training, supervision, or disciplinary procedures being taken, or the complaint being rebutted.

Department for Education Complaints Form

If, for whatever reason, you would like to complain directly to the DfE, you can use this form:

https://form.education.gov.uk/service/Contact_the_Department_for_Education

Providing Complaints

When providing a complaint, please include the following information. Failure to provide this information may result in the complaint being discounted.

·        Name

·        Email

·        Telephone Number

·        Date of incident (if relevant)

·        Company (if relevant)

·        Training course / bootcamp attended (if relevant)

·        Nature of complaint

·        Details of complaint

·        How you would like the complaint to be resolved