Elev8 Training Limited is committed to providing a high quality experience for all apprentices and other stakeholders. 

We encourage and foster  a positive environment in which feedback from stakeholders is encouraged, promoted and welcomed and where complaints can be dealt with effectively and efficiently. The complaints procedure outlines the processes to be used when there is for concern

Elev8 Training aims to resolve complaints quickly, fairly and effectively. We will:

• Aim to put things right in a timely manner for our customers when they go wrong

• Keep all stakeholders informed of the progress of their complaint and the results of any investigations

• Seek to learn from each complaint to improve future performance 

• Advise our stakeholders of their right to complain to the Education Skills Funding Agency if they remain dissatisfied after their complaint has been dealt with through the companies procedure 

• Monitor progress of feedback to support  continuous improvement in the service ensuring it is simple to make a complaint, timescales are adhered to, explanations are full and communicated effectively and lessons are learned and improvements are made.

Related Policies and Procedures 

Appeals procedure

Safeguarding Policy 

GDPR Policy 

Malpractice Policy 

Responsibilities

The Senior Management team will ensure that the policy and procedure is promoted to all stakeholders and they are supported in the use of the policy and procedure

The company director will review any complaints and review the Policy and Procedure annually or when there are changes in legislation relevant to the policy.  

All staff are aware of the policy and have been trained to signpost stakeholders to use the policy and procedure where required. 

Communication 

Our Customer Complaints Policy is available in hard copy. please contact us using the details on our contact page at  https://www.elev8training.com/contact-us

Training is provided for all staff to ensure awareness is raised and staff have a clear understanding of customer complaints and their responsibilities 

Equality & Diversity

Customers have the right to express dissatisfaction with the services they receive from Elev8 Training Limited. Stakeholders using this policy can expect to be treated fairly and without discrimination.

The Company has an Equality and Diversity Policy that covers all aspects of equalities. 

Compliments procedure 

If you wish to give positive feedback about any aspect of our organisation, you can use the joe@elev8training.com email address or the contact area on our website.

All information is treated confidentially unless otherwise requested or if it is not possible within the confidentiality policy.

Please feel free to provide feedback at any time.

Complaint procedure

How Can a Complaint be made?

Any customer wishing a complaint can do so, by phone, e-mail, website and by sending a letter.

If you wish to give feedback about any aspect of our organisation, you can use the joe@elev8training.com email address or the contact area on our website.

All information is treated confidentially unless otherwise requested or if it is not possible within the confidentiality policy.

Please feel free to provide feedback at any time.

If you have a complaint about any decision that Elev8 training Limited have taken that affects you – for example, if you feel you have been unfairly assessed, or you disagree with a decision in relation to your apprentice experience, you should use the Appeals Procedures. 

For all other issues and Grievances, use this Complaints Procedure.

We are always pleased to receive feedback whether they are compliments or complaints because they help us improve the service we provide.

1. If you are unhappy with the level of service or have a concern you should raise this with your organisation, contact directly concerned as soon as possible.

2. If the member of staff is unable to resolve your complaint it may be referred to the next level i.e., a manager.

3. You will need to put your complaint in writing and the original staff will be able to provide you with the name of the person to whom they will refer the issue.

4. You should receive an initial response acknowledging the concern within 5 calendar days and a furthermore detailed response (if required) within 10 calendar days.

5. If you are unsure as to whom the complaint should be referred, please send details of the complaint to:

6. Passing on personal information about you is protected by the GDPR

Joseph England

Director

Elev8 Training Limited

Space Solutions Business Centre

39 Sefton Lane Industrial Estate

Maghull

Liverpool

L31 8BX

Right to Appeal

If you remain dissatisfied with the response you have received, you may appeal the outcome by writing to:

Ruth Smith

Non- Executive Director

Elev8 Training Limited

Space Solutions Business Centre

39 Sefton Lane Industrial Estate

Maghull

Liverpool

L31 8BX

The Appeal must outline the detail of your complaint and the reasons why you are dissatisfied in writing within 10 calendar days of the previous decision being advised.

If you remain dissatisfied, we will provide you with any additional methods of appeal or complaint that may be relevant to the matter.

There is a final stage that you can go through if you are still not satisfied after appealing to the Senior Management Team. You can appeal to the Skills Funding Agency by completing their online form - Contact the Department for Education - Contact type - DFE Online Forms

However, the Skills Funding Agency won’t handle your complaint unless you have tried all the other routes first. 

Whistle Blowing Policy

1. If you believe that the company is involved in any form of wrongdoing such as:

• Committing a criminal offence;

• Failing to comply with a legal obligation;

• Endangering the health and safety of an individual;

• Environmental damage; or

• Concealing any information relating to the above

You can raise your concerns in writing directly to:

Joseph England

Director

Elev8 Training Limited

Room 25 – Space Solutions Business Park

39 Sefton Lane Industrial Estate

Maghull

Liverpool

L31 8BX

If you are not satisfied with the explanation or reason given to you, you should raise the matter with the appropriate organisation or body, e.g. the Police, the Environment Agency, Health and Safety Executive or Social Services Department.

2. If you do not report your concerns to your Line Manager you may take them direct to the appropriate organisation or body.

3. The Public Interest Disclosure Act 1998 prevents you from suffering a detriment or having your contract terminated for ‘whistle-blowing’ and we take very seriously any concerns which you may raise under this legislation.

4. We encourage you to use the procedure if you are concerned about any wrongdoing at work.  However, if the procedure has not been invoked in good faith (e.g. for malicious reasons or in pursuit of a personal grudge), then it will make you liable to immediate termination of engagement or such lesser disciplinary sanction as may be appropriate in the circumstances.