Appeals and Complaints Procedure

Aim

To provide a complaints process available to all Land Based Trainings candidates (including prospective candidates), Course Providers, Course Directors and associated staff which is transparent, fair and equitable and seeks to resolve all complaints in a timely and professional manner.

What Is A Complaint?

A complaint is any expression of dissatisfaction, whether oral or written, from or on behalf of an eligible complainant about Land Based Trainings provision of, or failure to provide, a service or assessment.

What Constitutes A Complaint?

  • The conduct and behaviour of a course staff member and/or the Course Provider is alleged to have fallen below the complainant’s expectations.
  • The outcome/results of an assessment.
  • The service or quality of experience provided by a Course Provider and/or their associated staff is alleged to have failed to meet expectations.
  • A Course Director and/or the Provider is alleged to have failed to deliver the service required by the Provider Agreement; or that they (or any associated staff) failed to follow the procedures set out in the relevant national Training Board Quality Manual (including guidance contained in the appropriate award handbook and guidance notes).
  • A failure to reasonably ensure a candidate’s safety and well-being is alleged against a course staff member and/or the Course Provider.
  • An allegation of discrimination in breach of the Equality Act 2010.

Complaint Procedure

Land Based Training will aim to resolve Disputes or Appeals ‘in house’ initially in accordance with this policy. This does not preclude Candidates from taking their dispute or appeal to Lantra and/or City & Guilds or any other regulatory body (Ofqual, EEEA).

Stage One

If a Candidate, his employer, or instructor thinks that the training or assessment is unfair, inaccurate or has been in any way incorrectly administered he/she should appeal in writing to Land Based Training in the first instance.

Timeline

Deadline for applications:

  • 10 working days after the date of the training/assessment.
  • Acknowledgement 2 working days after the receipt of application
  • Written outcome 32 working days from the date of the acknowledgement.

Stage Two (Formal)

If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed and Land Based Training will appoint an appropriately qualified individual to investigate the complaint thoroughly. Their findings will be reported to the Land Based Training within the timescale above.

Land Based Training will forward a copy of the investigation report to the complainant and notify him/her of any action taken.

If the complainant is still dissatisfied with the decision and action taken, he/she has the option to take the complaint to to Lantra and/or City & Guilds or any other regulatory body (Ofqual, EEEA).

Nature of complaint

This should outline:

  • Factual summary of what happened. This should clearly state why it was significant, inappropriate or unacceptable to the complainant.
  • Who does your complaint concern (name of individual, their role e.g. trainer, assessor, staff member etc).
  • If the complaint involves multiple/recurring issues then examples, with specific details, should be provided. 

Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, any conclusions that were reached and any action taken as a result of the complaint.

Monitoring And Learning From Complaints

Complaints are reviewed as part of the regular Land Based Training Technical Staff meetings to identify any trends which may indicate a need to take further action.

 Signed by Katie Holmes (Managing Director) on behalf of the Company. January 2016.