At Alliance Learning, we take all complaints seriously and treat them in confidence. Whether your concern relates to your learning experience, assessment, support, staff, or the organisation itself, we are committed to resolving issues promptly, fairly, and consistently. Our aim is to resolve complaints within 7 working days wherever possible.
If you wish to make a complaint, we encourage you to raise it as soon as possible. In the first instance, please speak to the member of staff you are dealing with, such as your Work-Based Tutor, Account Manager, or another relevant member of staff. Many issues can be resolved informally at this stage.
If the matter cannot be resolved informally, you should submit a formal complaint. This can be done by email to quality@alliancelearning.com or by telephone on 01204 696744. Please provide as much detail as possible, including dates, times, and names of individuals involved.
Once received, complaints will be forwarded to the Operations Executive and acknowledged by email within 2 working days.
The Operations Executive will appoint a suitable member of staff to manage the complaint. This individual will be responsible for carrying out the investigation, communicating with you, and providing the formal response. The appointed investigator will normally be someone with no direct or indirect involvement in the area of concern.
The investigation will be carried out and the findings recorded, typically within 7 working days of receipt of the complaint. Where necessary, the investigator may contact you during this process to clarify details or gather further information.
Where a complaint is upheld, appropriate corrective action will be agreed and implemented within a suitable timescale. Preventive action may also be identified where applicable. You will normally be informed of the outcome within 10 working days of receipt of the complaint.
Where evidence does not support the complaint, you will also be informed within 10 working days, and supporting documentation can be made available upon request.
The Operations Executive will oversee the process to ensure it is managed appropriately and in line with procedure. If you remain dissatisfied with the outcome, you may request an appeal within 5 working days of receiving the decision. The Operations Executive will review the case impartially and issue the final decision.
All complaint records, investigation outcomes, and any corrective or preventive actions will be maintained and reviewed at management meetings to support continuous improvement.
Extra Information for Delegates:
For information regarding the NEBOSH complaints policy/procedure click here: https://www.nebosh.org.uk/policies-and-procedures/complaints-procedure
Extra Information for Apprentices:
If you are on a funded programme such as an Apprenticeship and remain dissatisfied following the internal complaints and appeal process, you may escalate your complaint to the Department for Education.Further information is available at: https://www.gov.uk/complainfurthereducationapprenticeship or through the Apprenticeship helpdesk (on 08000 150400 or email nationalhelpdesk@apprenticeships.gov.uk)