In this section...
Complaints Procedure
Issuing Authority Customer Complaints Policy
Introduction
As an Issuing Authority for the Secretary of State, Skills for Justice aims to provide you with an excellent service through the issuing of Apprenticeship Frameworks. We recognise that customers may occasionally feel disappointed if we are unable to issue a framework or a log-in and therefore we have developed a formal complaints process which is designed to ensure that we investigate your concerns as quickly as possible. Our complaints procedure is designed to give you a fair and thorough opportunity to present your case and is a simple but robust method for complaints management.
Our aim is to solve any problem to your complete satisfaction, and our Issuing Authority Manager will try to do this as quickly as possible, preferably during a phone call or email exchange. We aim to respond to an email or phone call within five working days if we can’t sort out your complaint when you first contact us.
If we are unable to resolve your complaint at this stage then we will move into the formal complaints procedure.
Formal Complaints Procedure – Step One
Please write giving us full details of your complaint and why you wish to pursue the complaint through the formal process - please send letters to:
The Director of the Issuing Authority
Skills for Justice
Centre Court
Atlas Way
Sheffield
S4 7QQ
Please mark all correspondence Private and Confidential. We will respond to you in writing in 5 working days.
Should the complaint still not be resolved we will move to the second stage of the formal process.
Formal Complaints Procedure – Step Two
We would very much hope to have resolved your complaint by this stage, but if you are still not satisfied with our response so far you can contact Skills for Justice’s Chief Executive:-
Chief Executive
Skills for Justice
Centre Court
Atlas Way
Sheffield
S4 7QQ
Formal Complaints Procedure – Step Three
Should a resolution still not be reached at this stage Skills for Justice will arrange for further investigations to be carried out by our Appeals Committee.
The Committee will have a minimum of five members, of whom three (one of whom shall be the Chair) shall constitute a quorum. The Chair shall be a person of standing, independent of the sector, and with experience of one or both of :
- accreditation of providers of education and training
- the professional qualification and registration of individuals.
Once passed to the committee we will contact you with details of how long their investigations will take and when you can expect to receive a response.
It is important to note that although at this stage your complaint will be passed to the Appeals Committee your issue is deemed as a complaint and NOT an appeal.
Final Stage
Should resolution still not be achieved your complaint should be escalated to the Secretary of State.
