Complaints Policy

Our Policies

Get Active Education Complaints Reporting and Handling Procedure

A complaint can be raised by anyone. For this policy’s purpose, a complaint is defined as a verbal or written declaration of dissatisfaction regarding a service, process, product or indeed an individual, where there is a clear expectation that remedial action is required.

Learner Process:

Learners ( includes apprentices, trainees) wishing to complain must do so within 14 working days of the course/programme end date or any assessment with which they are dissatisfied.

It is ultimately the responsibility of the Managing Director, Shaun Grant, to ensure that this procedure is implemented, published and accessible to all personnel, learners and any relevant third parties. However, the Qualification Coordinators (QC) specific to each qualification are responsible for ensuring this information is fully understood by their qualification team and by the learners who commence courses/programmes in their area.

Should learners wish to complain about any services provided by Get Active Education they are advised to follow the procedure stated below.

In the unlikely event that learners exhaust this procedure and remain dissatisfied with the decision made by Get Active Education, they may take their complaint to

•     1st4sport Incidents and Investigations Manager. Where a learner remains dissatisfied after the complaint outcomes have been confirmed by 1st4sport, they have a right to take the matter to the appropriate regulator1.
• Education Skills Funding Agency (apprenticeships)

https://www.gov.uk/government/organisations/education-and-skills-funding-agency/about/complaints-procedure

Stage 1

An informal complaint can be made to the learner’s tutor/assessor. The tutor/assessor should discuss the complaint with the learner and attempt to agree a way forward or a solution that suits both parties. Learners should allow the tutor/assessor sufficient time to investigate or remedy the grievance.

Stage 2

1 Office of Qualifications and Examinations Regulation (Ofqual) in England, Council for the Curriculum Examinations and Assessment (CCEA) in Northern Ireland, The Welsh Government in Wales and Scottish Qualifications Authority (SQA) Accreditation in Scotland.

If the complaint cannot be resolved informally to the satisfaction of learners, or if learners feel that they cannot make an informal complaint to their tutor/assessor, the complaint should be submitted in writing using the Get Active Education Learner Complaints Form to Shaun Grant.

Learners should use the Complaints Form to provide a detailed account of their grievance. The Complaints Officer will write to learners to acknowledge receipt of the complaint within 10 working days and outline the course of action to be taken.

The Complaints Officer will carry out an investigation, which will involve the relevant Qualification Coordinator (where required) and other members of personnel, and will write to the learner within 20 working days with the findings and a decision as to whether the complaint was justified.

Learner Complaints Form

Learners are required to complete this form when making a complaint and forward it to the Complaints Officer.

Please return this form to:

Shaun Grant, Get Active Education

Stage 3

If learners have followed Stage 1, 2 and 3 of this complaints procedure and are still dissatisfied with the outcome, they have the right to take their appeal to the appropriate regulator:

Employer Complaints Process

In the unlikely event that an employer ( i.e. apprentice or trainee employer) wants to make a complaint then the following process should be followed.

Stage 1

An informal complaint can be made to the Business Development Manager (BDM) . The BDM should discuss the complaint with the employer complainant and attempt to agree a way forward or a solution that suits both parties. Employers should allow the BDM sufficient time to investigate or remedy the grievance. ( Minimum of 1 week)

Stage 2

If the complaint cannot be resolved informally to the satisfaction of the employer , or if employers feel that they cannot make an informal complaint to the BDM, the complaint should be submitted in writing using the Get Active Education Employer Complaints Form to Shaun Grant.

Employers should use the Complaints Form to provide a detailed account of their grievance. The Complaints Officer will write to learners to acknowledge receipt of the complaint within 10 working days and outline the course of action to be taken.

The Complaints Officer will carry out an investigation, which will involve the relevant Qualification Coordinator (where required) and other members of personnel, and will write to the employer within 20 working days with the findings and a decision as to whether the complaint was justified.

Employer Complaints Form

Employers are required to complete this form when making a complaint and forward it to the Complaints Officer. We will accept this form electronically to:

complaints@getactiveeducation or complaints@getactivesports.com

Please return this form to:

Shaun Grant, Get Active Education

This policy will be reviewed annually. Next review date March 2022

Download the PDF here