Complaints Policy and Charter
AGL Training provides a variety of training services to companies and individuals, these services may be privately or publicly funded. In either case the Directors and Employees strive to provide a quality service that gives value for money and meets or exceeds the expectations of its service users.
In the event that our service users are unhappy with the service provided or with an employee of the company, then we will fully investigate all issues raised with us to ensure that lessons may be learnt and practices and procedures updated.
AGL Training has produced a number of procedures to address dissatisfaction, they are:
ASSESSMENT APPEALS PROCEDURE
This procedure must be used by a Learner/Candidate when they feel that their NVQ assessment has been unfair or unreasonable. In the first instance Learners/Candidates must make their complaint to their assessor, they can do this verbally or in writing (including email), the assessor will make their decision within 10 days. If the learner feels that the complaint has not been resolved to their satisfaction then the appeal can be escalated further to the Internal Verifier who will make a decision within 10 days, then further to the Awarding Organisation and then the Qualification Regulator. The procedure is explained at Learner/Candidate induction.
DISCIPLINARY RIGHT OF APPEAL
This procedure should be used when a Learner/Candidate/Employee disagrees with a disciplinary award, this appeal is a right within the disciplinary process. The appeal procedure is covered at induction and is contained in the Employee Terms and Conditions of Employment. This policy applies to Matrix Employees and unemployed Learners, employed Learners are subject to their employers policies.
GRIEVANCE PROCEDURE
This procedure is available to all Learner/Candidate/Employees who are dissatisfied with any matter relating to their work or training. It enables an immediate means by which such a grievance can be aired and resolved. The grievance procedure is covered at induction and is contained in Employee Term and Conditions of Employment. Learners should action their grievance through the Assessment Appeals Procedure.
PERSONAL HARASSMENT
We deplore all forms of personal harassment and seek to ensure that the working environment is sympathetic to all our Learners/Candidates/Employees. Any individual who feels they are a victim of personal harassment should use this policy as a means of seeking redress. The personal harassment procedure is covered at induction and is contained in Employees Terms and Conditions of Employment.
SERVICE USER COMPLAINTS
This procedure is available to all users of AGL Training services. It is produced to ensure that companies or individuals who are dissatisfied with any aspect of AGL Training, be that a provision of service or a complaint against an employee/Learner/Candidate, have a mechanisms of seeking redress of their dissatisfaction. The procedure is actioned when AGL Training or an employee is in receipt of an expression of dissatisfaction, this may be expressed verbally, by telephone, in person by fax or e-mail or in writing.
AGL Training will fully and promptly investigate any complaint under the above procedures. Management will take full note of all complaints and will review its practices and procedures in light of any areas not deemed to meet the standards that customers and users expect and AGL Training aspires to.
Records of complaints under the above headings will be maintained. A half-yearly review and a yearly report will be made that will show the complaints received and the corrective actions taken. Management will review this policy and applicable procedures in March each year to ensure they are effective in supporting the company’s aims of continuous improvement.
COMPLAINTS CHARTER
OUR AIM
Our overriding aim is to improve the quality of all that we do by establishing effective systems for handling feedback and complaints about all of our services.
OUR OBJECTIVE
Our objective is to ensure that feedback and complaints are:
accessible:
well publicised and easy to access
simple to understand
demonstrate willingness to listen and to act
thorough:
deals with each of the points raised
a full procedure for investigations and appeals
effective:
sensitive enough to pick up relevant information
providing sufficient information to enable lessons to be learnt from mistakes
provides a mechanism for resolving the complaint
monitored:
every six months to ensure the system is effective and provides early warning of emerging issues and trends and analysed each year on the number and types of complaints received and actions taken reviewed and report to inform continuous improvements in our services.
OUR ACTIONS
We will promptly acknowledge receipt of the dissatisfaction and inform the company or individual of our actions and time-scales for response
We will determine the reason for the dissatisfaction
We will identify what the complainant would like us to do to resolve the dissatisfaction
We will without prejudice or pre-judgement fully investigate the dissatisfaction
We will produce a report of the investigation and our intended action to resolve the dissatisfaction
We will provide a copy of the report for the company or individual who has expressed dissatisfaction
We will seek their response to our intended action
Where this is possible, we will change or amend our intended actions from feedback from the company or individual who expressed dissatisfaction
We will always try to resolve expressions of dissatisfaction to the satisfaction of the company or individual who has expressed dissatisfaction
We will always try to learn from our mistakes, omissions and or failings
We expect all of our employees to fully support this charter.
TIMESCALES
All complaints will be dealt with promptly, however the expectation is that all complaints will be acknowledged and an actions agreed within 10 days of receiving the complaint.
If the complaint can’t be resolved by AGL Training it can be escalated to the relevant stakeholders including the Awarding Organisation, Funding Body or Qualification Regulators.
AGL Training will provide the contact details to the complainant accordingly.