Apprentices and Employers Complaints Procedure

December 2019

1 Policy Statement

1.1 This policy outlines the procedure to be followed by apprentices and employers, undertaking the apprenticeship programme, who have an issue or dispute with the services of Next Level Impact.

1.2 This policy does not form part of any employee’s contract of employment and it may be amended at any time. 2 Roles, Responsibilities and Implementation

2.1 The Senior Management Team has overall responsibility for the effective operation of this policy and for ensuring compliance with the relevant statutory framework.

2.2 Leaders and Managers have a specific responsibility to ensure the fair application of this policy and all employees are responsible for supporting colleagues and ensuring its success.

3 Aims

3.1 This policy aims to provide a process to resolve individual complaints in a manner which is as fair and expeditious as possible. It is Next Level Impact’s objective to find a solution to individual complaints as early in the procedure as possible. Next Level Impact is keen to ensure that the interests and well-being of all those associated with a complaint are properly safeguarded. Next Level Impact aims to handle complaints in a manner which:

a. encourages informal conciliation nearest to the source of the complaint,

b. is efficient and fair,

c. treats complaints with appropriate seriousness, sympathy and confidentiality,

d. facilitates early resolution,

e. where relevant, ensures that Next Level Impact practice improves as a result.

4 Complaints from Apprentices or Employers to Next Level Impact

4.1 When an issue or dispute relating to the provision of the delivery of services undertaken Next Level Impact, the apprentice shall make the matter known to Next Level Impact in writing by email to Info@nextlevelimpact.com.

4.2 The apprentice/employer should fully document the complaint and provide evidence, if appropriate.

4.3 Next Level Impact will thoroughly investigate the complaint(s) raised and notify the apprentice/employer in writing within 10 working days.

4.4 If necessary, an independent investigator will undertake a full review of the complaint and detail its findings to both parties upon the conclusion of the investigation.

4.5 If the apprentice/employer is dissatisfied with the processing of, or response received, in relation to any complaint submitted, the apprentice has the right to escalate the complaint to the Complaints Adjudicator at the Education and Skills Funding Agency [ESFA].

4.6 Any complaint, concerns or enquiries regarding the apprenticeship may be escalated to the ESFA via the apprenticeship helpline on 0800 015 0400 or 0247 682 6482, or by email at nationalhelpdesk@apprenticeship.gov.uk. Please note that the ESFA will not usually investigate complaints more than 12 months after the original decision or action has been taken.

Definitions

An ‘informal complaint’ is defined as an issue which an apprentice/employer wishes to raise with a member of Next Level Impact staff, without using the formal complaints process. Informal complaints are usually quick to resolve and unlikely to require an in-depth investigation.

A ‘Complaint’ is defined as ‘an expression of dissatisfaction about action or lack of action, or about the standard of service provided by, or on behalf of Next Level Impact.