Complaints Policy & Procedure

The Academy are committed to a process of continuous improvement are routinely look for feedback from our employers, apprentices and other partners.

If we don’t get things right first time, we acknowledge that issues and complaints may arise.  This policy applies to all of our clients, apprentices, employers and other relationships.

What is a Complaint?

A complaint is an expression of dissatisfaction and if for any reason, you feel the need to make a formal complaint please follow the procedure set out below:  

Initial Stage – Raising a Complaint

Should you be unhappy with any aspect of our provision or a service delivery, please contact us, within 10 working days, stating the nature of your compliant addressed to

When a complaint has been made or issue raised, an investigation will take place and within 14 days of receipt, we will write to you to inform you of the outcome.  If the investigation has not been completed after 14 days, we will write to inform you of the likely timescale for responding.

Right of Appeal

If you are in any way unhappy with the outcome of our investigation, you should immediately right to setting out the basis of your continuing issue.

Your complaint will be further investigated and we will write to you with an outcome within 14 days.

Government Funded Provision

If after following the above procedure an individual/employer engaged in an ESFA programme (including an apprenticeship) believes that their complaint has not been satisfactorily resolved, may raise their concerns directly with the ESFA at,

Alternatively, you may write to:

Customer Service Team,
Education and Skills Funding Agency Cheylesmore House
Quinton Road
Coventry CV1 2WT