Learner Complaints against Recognised Centre Policy – 1st4sport
Designated Complaints Officer: Tracey Vaccarezza
Writer/reviewer of this policy: Tracey Vaccarezza
Version: 2	Date: 20/07/22

Learners have the right to make complaints against Solihull MBC’s Recognised Delivery Centre or staff that work there. The procedure outlined within this policy must be followed in order for a complaint to be considered.
The Head of Centre Tina Wiggin is responsible for ensuring that this policy is published, implemented and accessible to all personnel, learners and any relevant third parties. The Head of Centre will also ensure that all personnel have read and understood this policy and that any amendments to the policy are communicated to relevant parties. 

Learners should be made aware of this policy at the start of their course/programme and the policy should be easily accessible (website, intranet, booklets).

Learners wishing to make a complaint against the recognised centre must do so within 14 days of the end of the course/programme. We advise learners to keep copies of all documents relating to the complaint. The following procedure should be followed by learners wishing to submit a complaint. 

Note: Learners wishing to appeal against an assessment decision should follow the ‘Learner Appeals against Assessment Decisions’ Policy.

Learner is dissatisfied with the outcomes of the complaint

Learner is dissatisfied with the handling of the complaint

The complaint will be handled according to the 1st4sport Qualifications Position Statement – Learner Complaints against a Recognised Centre which can be found on the 1st4sport Qualifications website under About Us/Policies and Procedures:
www.1st4sportqualifications.com

Learner can escalate their complaint to the 1st4sport Qualifications Compliance and Risk Team by submitting evidence to:
 imanagement@1st4sportqualifications.com 

The Designated Complaints Officer will investigate and evaluate the submitted evidence. Outcomes should be communicated to all relevant parties within 20 working days.

The Designated Complaints Officer must acknowledge receipt of the complaint within 10 working days and must outline the actions to be taken. 

Learner completes the ‘Learner Complaint Form’ and submits this to the Designated Complaints Officer along with any supporting evidence. 
This should be submitted within 14 days of the end of the course/programme. 

Learner wishes to complain about the services received from the centre. An informal complaint directly to the relevant staff member should be made in the first instance. Staff should attempt to resolve the complaint in liaison with the learner. 

Complaint Submission Procedure

Learner Complaint Form

Learners must complete this form and submit it to the Designated Complaints Officer within 14 days of the end of the course/programme.

Learner’s name		
Learner registration number		
Address		
Email address		
Contact number		
Date of course/programme		
Date complaint submitted		
Name of staff member against whom the complaint is being made		

Describe the reasons for your complaint as fully as possible. Please include copies of any associated documents (e.g. learner evidence, record of achievement, observation checklists, feedback from the assessor etc.). Learners should retain a copy of this form. 

Reason for the complaint	
	
Learner signature		Date		

To be completed by the Designated Complaints Officer.
Date of Complaint Investigation		
Investigation Details	
	
Outcome (tick one only)	
Complaint upheld		
Complaint not upheld		
Where the complaint is upheld, please indicate subsequent remedial action		
Designated Complaints Officer signature		Date		
Learner signature		Date		

In the event that malpractice or maladministration is identified the Designated Complaints Officer should inform the 1st4sport Qualifications Compliance and Risk Team who will then investigate following the 1st4sport Qualifications Position Statement – Malpractice and Maladministration.