Our complaints procedure

We expect your time with us to be a positive experience, but we accept that sometimes you will have concerns. The complaints and appeals processes are reflected here, should you require them.

      The purpose of this policy is to outline Agincare’s company policy and procedures in relation to dealing with complaints and concerns.

      The aim of this policy is to ensure that its procedures are properly and effectively implemented and that stakeholders and apprentice feel confident that their complaints, communications and concerns are listened to and acted upon promptly and fairly.

      We will also ensure positive feedback is communicated. Compliments received and reported appropriately can provide a valuable means of demonstrating that the service is achieving its aims. To this end, Agincare will communicate praise and compliments to individual staff through their support and supervision processes.

      The company may choose to use those compliments wholly, or in part, in training or publicity campaigns whilst assuring anonymity of individuals and ensuring that the content is not changed or taken out of context in any form.
      If the complaint is pertaining to qualifications, assessments or examination marks you should refer to the appeals process for resolution.


      Agincare defines a complaint or a concern as ‘any expression of dissatisfaction with our service’.

      Difference between a concern and a complaint:

      Taking informal concerns seriously at the earliest stage will reduce the numbers that develop into formal complaints. Formal complaints should always follow the complaints procedure
      Concerns are usually handled without the need for formal procedures and usually resolved on the spot.

      Policy statement

      This policy is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.

      Agincare’s responsibility will be to:

      • acknowledge the complaint immediately;
      • respond within a stated period of time;
      • deal reasonably and sensitively with the complaint;
      • take action where appropriate.

      A complainant’s responsibility is to:

      • bring their complaint to Agincare’s attention as soon as the issue arises;
      • raise concerns promptly and directly with a member of staff in Agincare
      • explain the problem as clearly and as fully as possible, including any action taken to date;
      • allow Agincare a reasonable time to deal with the matter;
      • recognise that some circumstances may be beyond Agincare’s control.


      Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Agincare maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (each complaint will be judged on its own merit). Should this be the case, the situation will be explained to the complainant.

      This policy is not designed to apportion blame, to consider the possibility of negligence or to provide compensation and it is not part of the organisation’s disciplinary policy.

      Promoting a culture of openness and truthfulness is a prerequisite to improving the safety and effectiveness of our learning centres.

      Roles and responsibilities

      Managing Director has overall and final responsibility for complaints in the company.

      Quality and compliance manager will monitor all complaints and provide a formal analysis annually to the Senior Management Team.

      The Quality and Compliance Manager will:

      • Support the Operations Director
      • Manage staff training
      • Develop effective processes
      • Undertake policy development and review

      Line managers

      All Line Managers will lead on Complaint Handling, managing on day to day basis.

      Line Managers will ensure that:

      • Arrangements are in place to ensure that all staff are trained in complaint handling
      • Appropriate decisions are made in respect of reported complaints
      • Procedures as dictated by the policy are adhered to
      • Issues with the complaints process are notified to the Quality and Compliance manager for
      • inclusion in policy development and review

      All employees

      • All staff are empowered to handle complaints
      • All staff must ensure they abide by Agincare’s Policy and Procedure at all times
      • All staff have the opportunity to raise Customer complaint issues at management meetings and staff meetings

      Methods of communicating with customers

      a. Informing our customers

      • Our website
      • Apprentice Handbook

      b. Methods of receiving complaints

      All customers can use any of the following methods to communicate their dissatisfaction with our service:

      • By email.
      • By Letter.
      • By speaking with a member of staff.
      • By telephone.
      • By contacting us via our website.

      Complaints handling procedure

      If an apprentice or stakeholder wishes to make a complaint this must be done in writing (including email) and sent to info@training-now.co.uk or Agincare, Agincare House, Admiralty Buildings, Castletown, Portland, DT5 1BB.

      You must provide detailed information about the complaint including dates, times and any witnesses.

      Written confirmation will be sent upon receipt of any complaints. Complaints must be received within 2 weeks of the incident occurring.

      All complaints will be dealt with in a fair, sensitive and professional manner and fully investigated by the appropriate line manager and conducted within 7 days.

      Where additional evidence is required a request in writing will be made direct to you before a resolution can be concluded.

      Following the investigation, you will be invited in to a face to face meeting to discuss the findings and proposed resolutions

      If a resolution cannot be agreed, your complaint will be escalated to the Director, who will contact to you to confirm receipt of your complaint. The Director will then complete an independent investigation to resolve the complaint within 21 days.

      Agincare reserves the right to include or seek advice from third parties or legal organisations throughout any stage of the investigation.

      All received complaints and resolutions will be recorded and audited by our Quality team to improve our continuous training cycle and services.

      Equality & diversity

      Customers have a right to express dissatisfaction with the services they receive from Agincare.

      Customers using this policy can expect to be treated fairly and without discrimination.

      The Company has an Equality & Diversity Policy that covers all aspects of equality.

      Compliments and feedback

      We will ensure positive feedback is communicated. Compliments received and reported appropriately can provide a valuable means of demonstrating that the service is achieving its aims. We welcome all types of feedback whether verbal or written.

      The company reserves the right to use those compliments wholly, or in part, in training or publicity campaigns whilst assuring anonymity of individuals and ensuring that the content is not changed or taken out of context in any form.

      You may be invited to attend feedback forums through surveys and other types of media. This enables us to monitor and improve the quality of our provision.

      Escalating externally

      You have the right to involve our external agencies. However, all complaints must, in the first instant be directed to the training provider and not directly to the agencies. The agencies must be confident that all other avenues have been exhausted and this is the final and last resort.

      The only exception to this rule is whereby the complaint is regarding fraudulent practice and should go direct to the agencies. The complaint will be dealt with in line with their own policies and procedures.

      If your complaint is not resolved to your satisfaction you can contact the ESFA Apprenticeship Helpline via: nationalhelpdesk@apprenticeships.gov.uk or alternatively on 0800 015 0400.