Comments & Complaints

Crosby Training > Policies & Procedures > Comments & Complaints

POLICIES & PROCEDURES:
COMMENTS & COMPLAINTS

Crosby Training is committed to providing a high-quality learning experience and using feedback to improve services. This policy ensures complaints are handled fairly, promptly, and respectfully while promoting equality and inclusion.

SCOPE

Applies to learners, apprentices, employers, parents/carers, staff, subcontractors, and anyone affected by Crosby Training programmes. Covers complaints about teaching, assessment, support, communication, facilities, behaviour, safeguarding, and service delivery.

KEY PRINCIPLES

  • Treat all complaints seriously, fairly, and without bias.
  • Maintain confidentiality as far as possible.
  • Respond promptly within defined timescales.
  • Use learning from complaints to improve services.
  • Make reasonable adjustments for learners with SEND.

RAISING A COMPLAINT

Informal Stage:

  • Concerns should be raised first with tutors, assessors, or staff.
  • Many issues can be resolved quickly and informally.

Formal Stage:

  • Complaints submitted in writing to the Complaints Officer.
  • Include the nature of the complaint, relevant dates/people, steps taken, and supporting evidence.
  • Support is available from staff, parents/carers, or advocates.

COMPLAINTS PROCESS

  • Acknowledgement: Complaint acknowledged within 3 working days.
  • Investigation: Conducted by an impartial manager; evidence and stakeholders reviewed. SEND considerations applied.
  • Response: Written outcome provided within 10 working days or updated timeline if needed.
  • Review/Appeal: Learners may request a senior manager review within 5 working days if dissatisfied; SEND adjustments applied.

OUTCOMES

Possible resolutions include explanations, apologies, changes to decisions, additional support, staff training, service improvements, or other appropriate remedies.

EXTERNAL ESCALATION

Unresolved complaints or those involving regulators, awarding bodies, or funding agencies will be guided to the appropriate external route.

SAFEGUARDING & SERIOUS CONCERNS

Complaints involving safeguarding, discrimination, harassment, bullying, or serious risk to learners are prioritised and handled under relevant policies. SEND learners receive necessary support to engage safely with the process.

RECORD KEEPING

All complaints are recorded, including the complaint, actions taken, outcomes, and lessons learned. Records are used to monitor trends and improve learner experience. responsibilities, must be immediately fast-tracked to the CEO (or her deputy, in the absence of the CEO).

This is a Summary: you can read our full Comments & Complaints Policy here.