Education + Training Skills (ETS) treats all complaints, whether they are from apprentices/learners, parents, employers or any other source with the highest priority. All complaints are monitored reviewed, evaluated and acted on with the aim to continual improve our service.
As holders of the Customer Service Excellence Standard, ETS is committed to providing a quality Customer Service and achieving the highest standards of service possible; one way we can do this is by listening to and responding to our customers.
Complaints can be made by contacting ETS via one of the following options:
- Call: 01392 445444 and ask for the Quality Improvement and performance Manager
- E-mail: firstname.lastname@example.org (FAO: The Quality Improvement and Performance Manager)
- Write to: Complaints, Education + Training Skills, ETS House, Emperor Way, Exeter Business Park, Exeter, Devon. EX1 3QS.
- Speak directly with your Training Facilitator who will escalate the complaint as necessary
Whenever front line staff receive a complaint, you should forward the complaint to the Co-ordinator with responsibility for the area of the complaint; the complaint must be recorded in the complaints log.
All complaints must be responded to immediately. If an in-depth response or report is required then an acknowledgement must be sent; within 5 working days for a written communication or 48 hours for a verbal or email complaint. A full response must be sent within 10 working days of receipt of the complaint.
The complaints log must be updated and outcomes recorded at each stage.
The complaints log must be forwarded to the General Manager at the end of each month for analysis and final sign off.
If the complainant is not satisfied with the outcome of the investigation, then they are to be directed to the General Manager who will complete a further investigation and respond within 5 working days.
If the complainant is still not satisfied with the outcome, then the complaint is to be referred to the Chief Executive Officer (CEO) for the complaint to be reviewed. The COE will carry out a further investigation and respond within 10 working days.
This will be the final stage of escalation within ETS. Therefore, if you remain unhappy after following our own internal complaints procedure and your complaint refers to services you have received relating to your course and achieving your qualification, then you should contact the associated Awarding Organisation or End Point Assessment Organisation directly. You will be provided with the name, address and contact details of the relevant point of contact within the organisation.
Should you address your complaint to the associated Awarding Organisation or End Point Assessment Organisation and remain unhappy with the outcome, you may then raise your complaint to the relevant qualification/standards regulator. A representative of either the Awarding Organisation, End Point Assessment Organisation or ETS will be able to offer you guidance on the appropriate qualification regulator in each instance and provide contact details.