Procedure - Complaints and Appeals

Procedure for Complaints and Appeals

The TKSG is dedicated to providing a high-quality service experience. However, we recognize that students may sometimes become dissatisfied. Where concerns are brought to our attention we commit to investigating the matters raised, clarifying regulatory or procedural issues and, where appropriate, taking the necessary steps to provide remedy and redress.

If a client (i.e. student, customer) wishes to make a complaint or submit an appeal, they should follow the guidance below.

It is understood that making a complaint or submitting an appeal is a serious matter and it is treated as such by the TKSG. All submissions under this Procedure are treated confidentially and clients should be assured that raising a grievance of any kind will not negatively impact their learning progress or standing with the TKSG.

It is our principal aim to resolve any complaint or problem quickly, fairly and simply at the informal stage (see Stage One, below).

1. Stage One: Informal Stage

Immediately resolution by the training organizer (i.e. subcontractor).

  • 1.1 In most instances, your initial contact with us should be through the training organizer (i.e. subcontractor). 

  • 1.2 Complaints should first be raised, wherever possible, with the representative from the training organizer you have been dealing with on the issue in question.

  • 1.3 If you are not yet in correspondence with a representative, please open a new query.

  • 1.4 Consideration of a complaint at this stage may involve referral to other training organizer staffs in order to seek resolution. It is normally expected that if a complaint cannot be resolved at the early stages, it will be escalated to TKSG service manager before Stage One can be considered complete. It is the responsibility of the TKSG service manager to ensure that complaints relating to their services are resolved in a fair and expeditious manner.

  • 1.5 A record of all correspondence and telephone calls will be maintained.

2. Stage Two: Formal Stage

The investigation by the TKSG service manager: 

  • 2.1 The following matters can be referred to as Stage Two: 
    • Complaints not resolved at Stage One 
    • Appeals
    • Allegations of harassment 

  • 2.2 To be considered at Stage Two, you must submit a full description to 

  • 2.3 Where you are requesting escalation of a complaint not resolved at Stage One of the Procedure your submission must be made within 28 calendar days (4 weeks) of your Stage One outcome and include details of efforts already made to resolve the issue and explain why you remain dissatisfied.

  • 2.4 In exceptional circumstances, and at the discretion of the TKSG service manager, a case that has not completed Stage One may be considered at Stage Two if there is a clear reason for doing so. If you believe this applies to you, you should explain why in your submission.

  • 2.5 You will normally receive an acknowledgment by email within 3 working days and, following a review of your submission, confirmation of whether it has been accepted at Stage Two.

  • 2.6 If your submission is not accepted, or further information is required from you in order for a decision to be made, you will be informed of the next steps.

  • 2.7 An investigation will be conducted by the TKSG service manager, or a case-handler acting on their behalf. This may include the gathering and verification of evidence, further consultation with involved parties, requests for additional information from the student, and escalation (for example, to the TKSG management, CQI or IRCA) to obtain the necessary authority for a pending outcome, where appropriate.

  • 2.8 You will receive a letter from the TKSG service manager informing you of the outcome, normally within 20 working days of receipt of your case.

  • 2.9 If our investigation will take longer than 20 working days, we will tell you. We will notify you of the revised time limits and keep you updated on progress.

3. Stage Three: Review Stage

The review by the TKSG management, CQI or IRCA 

  • 3.1 If you are not satisfied with the outcome of your complaint at Stage Two, you can escalate the matter to Stage Three on one or more of the following grounds:
    •  That the procedures outlined above were not followed;
    •  That the outcome at Stage Two was not reasonable
    •  That evidence which could not reasonably have been made available during Stage One or Stage Two has come to light;

  • 3.2 To be considered at Stage Three you must submit a full description to within 14 calendar days (2 weeks) of the outcome at Stage Two of the Procedure.

  • 3.3 Your case will be referred to the TKSG management who will determine whether the criteria (noted at 3.1 and 3.2) are satisfied.

  • 3.4 If the criteria are not satisfied, you will receive an outcome letter, normally within 10 working days, and a Completion of Procedures letter will be issued from the TKSG management.

  • 3.5 If the criteria are satisfied, the full Complaints Resolution Panel will be convened. 

  • 3.6 The Complaints Resolution Panel, appointed by the TKSG management or CQI or IRCA, as appropriate. 

  • 3.7 No member of the Complaints Resolution Panel will have a personal or other significant interest in the case to be considered. 

  • 3.8 The Complaints Resolution Panel will be presented with all documentary evidence relating to your case, including records of consideration at Stages One and Two and your Stage Three submission, in order to make a decision. 

  • 3.9 You will not be requested, nor have any right, to appear before or address the Complaints Resolution Panel, nor to appoint a representative to do so on your behalf. 

  • 3.10 The Complaints Resolution Panel will meet and/or discuss within 20 working days of receipt of the case at Stage Three and you will be informed in writing of the outcome within 10 working days of the meeting. A Completion of Procedures letter will be issued from the TKSG management. 

  • 3.11 If the panel will take longer than the agreed timescales, we will tell you. We will notify you of revised time limits and keep you updated on progress.

Last modified: Monday, 6 January 2020, 2:01 PM