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Complaints Policy

Complaints Policy & Procedure

Approved: April 2025 | Review Due: April 2026

 

1. Policy Statement

Salt Training Ltd is committed to delivering high-quality training and support to all learners, apprentices, employers, and stakeholders. We actively welcome feedback and recognise the right of individuals to raise concerns or complaints. Complaints are treated seriously, handled promptly, and used to improve the quality of our provision.

This policy is intended to:

  • Provide a clear process for raising and resolving complaints

  • Ensure fairness, transparency, and timeliness in investigation

  • Promote continuous improvement through learning from complaints

  • Ensure accessibility and equity in raising complaints for all stakeholders

 

2. Definition and Scope

A complaint is defined as “an expression of dissatisfaction about the service, actions, or lack of action by Salt Training Ltd, its staff, subcontractors or partners that requires a response.”

This policy applies to:

  • Learners and apprentices

  • Employers and host organisations

  • Parents or carers (where applicable)

  • Members of the public

  • Staff and subcontractors (in conjunction with the Whistleblowing Policy)

It covers complaints about:

  • Teaching, learning, or assessment quality

  • Tutor or staff conduct

  • Employer placement or delivery concerns

  • Discrimination, harassment, or safeguarding

  • Facilities, support, administration, or access

Note: This policy does not apply to academic or assessment appeals, which are addressed under our separate Assessment Appeals Policy.

 

 

 

 

3. Principles

  • Complaints will be dealt with confidentially, fairly, and without prejudice

  • Complainants will not suffer detriment for raising a concern in good faith

  • All parties will be treated with dignity and updated throughout the process

  • Anonymous complaints will be logged and investigated where possible

  • Data will be handled in line with our Data Protection Policy and UK GDPR

  • Support will be provided to complainants needing reasonable adjustments (e.g. interpreters, accessible formats, advocacy)

  • Information about this policy is shared during induction and available via our website and VLE

 

4. Informal Resolution (Stage 1)

Salt Training encourages the informal resolution of concerns:

  • Raise the issue with the relevant staff member (e.g. tutor, assessor)

  • Alternatively, contact the Programme Lead, Progress Coach, or Employer Engagement Team

  • Staff will respond within 5 working days to resolve the issue

Complainants may bring a representative or support person to any discussion. If unresolved, the complainant may proceed to a formal complaint.

 

5. Formal Complaint (Stage 2)

Submit a complaint in writing to: kurt@salttraininglimited.co.uk or post to the Managing Director.

Please include:

  • Full name and contact details

  • Nature of the complaint, relevant dates and people involved

  • Any supporting evidence (screenshots, letters, documents)

  • Whether informal resolution was attempted

Complaints may be submitted in accessible formats (audio, large print, translated) upon request.

Process:

  • Acknowledgement within 2 working days

  • Investigation by a manager not involved in the issue

  • Written response within 10 working days (or updated timescale if extended)

If a resolution is agreed and no further action is required, the complaint may be closed by mutual agreement. Complainants may also withdraw a complaint at any stage in writing.

 

6. Appeal (Stage 3)

If dissatisfied with the Stage 2 outcome:

  • Appeal in writing to the Managing Director within 5 working days

  • A senior manager not previously involved will review the complaint and issue a final response within 10 working days

This concludes Salt Training Ltd’s internal complaints process.

 

7. Complaints Involving Safeguarding or Prevent

Where a complaint relates to:

  • Abuse, exploitation, harm or neglect

  • Radicalisation or extremist behaviour

  • Sexual harassment or identity-based bullying

The concern will be referred immediately to the Designated Safeguarding Lead (DSL) or Deputy DSL. It will be managed under our Safeguarding and Prevent Policy, and external agencies (e.g. Police, Local Authority) may be contacted where required.

 

8. Employer and Subcontractor Complaints

Employers may raise complaints about any aspect of the apprenticeship programme via the same procedure.

  • Where complaints involve apprentices, they will be consulted and supported

  • Complaints involving subcontracted provision will be jointly investigated by Salt Training Ltd and the subcontractor, with clear outcomes communicated to the complainant

 

9. Escalation to External Bodies

If not satisfied with the final decision, complainants may refer the matter to:

  • Awarding Organisation – for qualification/assessment complaints

  • End Point Assessment Organisation (EPAO) – for apprenticeship EPA issues

  • ESFA – for concerns about funded provision: gov.uk/complain-further-education-apprenticeship

  • Ofsted – for safeguarding or systemic quality concerns

  • OIA – for eligible Higher Education learners (if applicable)

Salt Training Ltd will cooperate fully with any external investigation.

 

10. Confidentiality, Whistleblowing and GDPR

All complaints are treated in confidence and data is only shared where essential to investigating the issue.

For internal matters relating to malpractice, fraud, or serious misconduct, staff may raise concerns under the Whistleblowing Policy, which allows anonymous or protected disclosure.

 

11. Roles and Responsibilities

Role

Responsibility

Complainant

Raise concerns clearly and provide evidence

Staff Member

Respond respectfully and escalate appropriately

Head of Quality

Log and monitor all complaints; assign investigators; report trends to SLT

Investigating Officer

Carry out impartial investigations and communicate findings

Managing Director

Conduct appeals and oversee policy application

SLT/Governance Board

Review quarterly complaint reports and QIP integration

 

12. Monitoring, Feedback and Continuous Improvement

  • All complaints are logged, tracked, and analysed termly by the Head of Quality

  • Trends inform staff training, process changes, and the Quality Improvement Plan (QIP)

  • Learners are informed via newsletters, VLE updates or tutorials of changes made as a result of complaints (“You said, we did”)

  • The policy is reviewed annually or sooner if legislation or best practice changes

13. Contact

Email: complaints@salttraining.co.uk
Phone: 01227 204444
Postal Address: Salt Training Ltd, [Insert Full Address]
Designated Complaint Lead: Head of Quality
Website: www.salttraining.co.uk

 

 

Approved by: Kurt Salter
Position: Managing Director
Date: April 2025

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