Tula Training Ltd complaints policy and procedure
This document sets out Tula Training Ltd’s complaints policy and procedure and is intended for our learners and all interested parties who encounter a direct or indirect service from Tula Training Ltd. Tula Training Ltd values those who choose to learn with us.
Tula Training Ltd is committed to providing the highest standard of teaching and learning to enable all learners to broaden and deepen their knowledge of their chosen discipline.
In accordance with this commitment, our learner induction process aims to provide the necessary information to facilitate the best and most beneficial learning for course participants.
It is therefore important that, should you feel you have encountered a level of service that is below both your and our expectations that you raise any concerns you may have with us immediately so that we may address them with a view to improving service levels and meeting appropriate expectations.
This policy covers complaints that learners, and members of the public, may wish to make in relation to the qualifications offered by Tula Training Ltd.
It should not be used to cover inquiries about services offered by Tula Training Ltd or appeals in relation to assessment decisions made by Tula Training Ltd . These areas are covered by our Appeals Policy. Should a complaint be submitted which is in fact an appeal we will respond to inform the relevant party that the issue is being considered in accordance with our Appeals Policy.
If you are unhappy about the way an examination or assessment was delivered and conducted and you suspect malpractice and/or maladministration may have occurred you should send your concern to us in accordance with the arrangements in our Malpractice & Maladministration Policy. This should occur as soon as possible to protect any associated evidence that may form part of your complaint.
Tula Training Ltd’s responsibility
We advise that our staff and learners involved in the management, assessment and quality assurance of our qualifications, are aware of the contents of this policy and that Tula Training Ltd has a complaints handling procedure in place to deal with complaints from learners about the services they receive from us.
How to make a complaint
Staff at Tula Training Ltd are trained to support our customers and all are keen to help, so our initial advice is to first try to sort out any problem at the earliest opportunity by speaking to an appropriate member of staff.
If the staff member to whom you first address your complaint cannot help or you wish to speak to someone else please complete our complaints form and pass it to the centre coordinator who will email you a receipt for your complaint within 5 working days and will respond to your complaint within 20 working days. Where it is not possible to resolve your complaint within 20 working days you will be notified of the timescale required for resolution.
If stage 2 is not possible, or if you are not satisfied with the help provided by this member of staff, please send a written complaint which must be received within 20 working days of exhausting stage 2 of the event detailed in your complaint, and address it to Tula Training Ltd using the contact details outlined at the end of this policy. You will receive a response (if appropriate) from Tula Training Ltd within 10 working days of receipt of your written complaint. If any part of your complaint is upheld we will of course respond accordingly and give due consideration as to how we can improve our service and arrangements. For example, by reviewing our procedures to assess the impact on our arrangements and assessment process (if relevant) or arranging for staff training. In extreme circumstances, internal disciplinary procedures may be exercised where the performance or behavior of our staff is deemed inappropriate.
If you have fully exhausted the process and are still unhappy with the outcome then you can contact Active IQ directly if you feel there was a significant breach by the centre of Active IQ’s procedures. Contact details can be found on Active IQ’s website.
Confidentiality and whistle blowing
Sometimes a complainant will wish to remain anonymous. However, it is always preferable to reveal your identity and contact details to us. If you are concerned about possible adverse consequences please inform us that you do not wish for us to divulge your identity.
In situations where a complaint has been successful, or where an investigation following notification from Active IQ indicates a failure in our processes, Tula Training Ltd will give due consideration to the outcome and will, as appropriate, take actions such as:
- Identify any other learner who has been affected by that failure
- Correct, or where it cannot be corrected, mitigate as far as possible the effect of the failure
- Ensure that the failure does not recur in the future
- Compensate the learner if the centre is found it has compromised its own terms and conditions that form part of the contract between us and the learner in question.
Complaints should be made using our Complaints form and emailed to:
firstname.lastname@example.org or sent to:
The Centre Co Coordinator
Tula Training Ltd
100 Oaklands Avenue