All individuals can access the information about our complaint’s procedures through our website or can request a copy by contacting us via leisureadmin@teignbridge.gov.uk
We are committed to providing an equal opportunity for all, where possible to communicate with us. If you have attended a course and are dissatisfied with the service, you must firstly try to resolve this matter with us.
- How learners and customers can complain, which should include informal and formal routes.
Informal process
We understand that most individuals who are not satisfied with a service would like it addressed and dealt with as soon as possible, therefore an informal process would be far more appropriate.
An informal process will be more efficient resolving complaints quickly by mediating between who is responsible for the dissatisfaction and the complainant. The complaint may be resolved immediately following this process, so we encourage our members and learners to contact us directly for an informal discussion if they have a complaint that needs to be resolved to achieve the desirable outcome.
Formal process
Please refer to the organisation complaints procedure, found on our website
Once we have received a complaint an acknowledgement will be sent within 5 working days. The complaint will be reviewed in line with our policies and procedures and an investigation will be conducted where necessary. To ensure a fair and thorough process is followed the duration of the investigation will depend on the nature and severity of the complaint we receive at this stage, or the complexity of the response required. We do aim to provide this as soon as the outcome is available or within a maximum of 20 days.
- What details are required from learners and customers including any evidence to support their complaint
A complaint can be raised by an individual, a group or a third party who is acting on behalf of someone else. If a third party is submitting a complaint on behalf of someone else, they will need written permission from the complainant along with the written complaint attached, this should then be presented to us for acceptance.
- A confidentiality and whistle-blowing clause that is in line with the relevant whistle-blowing legislation and guidance
Raising concerns about wrongdoing can be one of the most difficult and challenging things to do in a training environment. You are encouraged to come forward with legitimate concerns without fear of being blamed or suffering any disadvantage for doing so.
If you see or find out about something you think is wrong at the Approved Training Centre you should report it. You should go first to your Tutor or any other senior person.
Complaints that count as whistle blowing
You’re protected by law if you report any of the following:
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a criminal offence, for example fraud
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someone’s health and safety is in danger
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risk or actual damage to the environment
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a miscarriage of justice
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the company is breaking the law, for example does not have the right insurance
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you believe someone is covering up wrongdoing
Complaints that do not count as whistle blowing
Personal grievances (for example bullying, harassment, discrimination) are not covered by whistle blowing law, unless your particular case is in the public interest.
It is in all of our interest to conclude any such matters promptly and to the satisfaction of all parties. Therefore, any concerns raised will be taken seriously and dealt with accordingly.
Sometimes a person making an allegation of malpractice or maladministration may wish to remain anonymous, although it is always preferable to reveal your identity and provide us with contact details. However, if you are concerned about possible adverse consequences that may occur should your identity be revealed to another party then please inform us that you do not wish for us to divulge your identity and we will work to ensure your details are not disclosed.
We will always aim to keep a whistleblower’s identify confidential where asked to do so although we cannot guarantee this, and we may need to disclose your identity should the complaint lead to issues that need to be taken forward by other parties. For example:
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The police, fraud prevention agencies or other law enforcement agencies (to investigate or prevent crime, including fraud)
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The courts (in connection with any court proceedings)
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Other third parties such as the relevant regulatory authority (e.g. Ofqual in England).
The investigator(s) assigned to review the allegation will not reveal the whistleblower’s identity unless the whistleblower agrees or it is absolutely necessary for the purposes of the investigation (as noted above). The investigator(s) will advise the whistleblower if it becomes necessary to reveal their identity against their wishes.
A whistleblower should also recognise that he or she may be identifiable by others due to the nature or circumstances of the disclosure (e.g. the party which the allegation is made against may manage to identify possible sources of disclosure without such details being disclosed to them).
Once a concern has been raised we have a duty to pursue the matter. It will not be possible to prevent the matter being investigated by subsequently withdrawing their concern as we are obliged by the regulators to follow-up and investigate allegations of malpractice or maladministration.
In all cases, we will keep you updated as to how we have progressed the allegation (e.g. we have undertaken an investigation) and the whistle-blower will have the opportunity to raise any concerns about the way the investigation is being conducted with the investigator(s). However, we won’t disclose details of all of the investigation activities and it may not be appropriate for us to disclose full details of the outcomes of the investigation due to confidentiality or legal reasons (e.g. disclose full details on the action that may be taken against the parties concerned). While we cannot guarantee that we will disclose all matters in the way that you might wish, we will strive to handle the matter fairly and properly.
- The process for upholding complaints and potential remedies
Where complaints are reviewed and subsequently upheld, each matter shall be dealt with on a case-by-case basis to ensure that an appropriate and satisfactory conclusion can be achieved.
- If the outcome is unsatisfactory for the learner or customer, what they can do in relation to escalating the matter to a senior member of staff.
Should the outcome not meet your expectation, the matter will be passed to a senior member of staff who shall review the case in detail and look to resolve matters.
Should the case still not be resolved to your satisfaction, we will shall liaise with you and the Awarding Body to conclude the matter.
Appeals Policy
All learners are assessed against agreed and published awards criteria. Assessment decisions are made by Assessors who are trained, and who have a recognised Assessor Award.
Grounds for Appeal
An appeal may be made if:
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The assessment was not conducted in accordance with the ATC’s regulations
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Medical or other extenuating circumstances arose during the assessment process which affected the learner’s performance
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There was inappropriate or irregular behaviour on the part of the Assessor