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Complaints Policy

Skills for Security Limited values stakeholder feedback as an essential part of improving our service delivery. This policy ensures that all stakeholders know how to direct their concerns to the appropriate personnel within Skills for Security Limited and when it may be appropriate to escalate a complaint to an external agency.

Our Commitment

Skills for Security is committed to providing the highest standard of service. We recognise that, on occasion, stakeholders may have cause to raise concerns about the service they have received. We encourage all forms of feedback, including complaints, and have established this Complaints Policy alongside a structured Complaints Procedure to manage and resolve issues effectively.

All complaints will be handled in accordance with our policies and procedures. If a complainant is dissatisfied with how their complaint has been addressed, this will be reviewed as a service failure under this policy.

Aims

Skills for Security Limited aims to resolve complaints quickly, fairly, and effectively. We will:

  • Act promptly to resolve complaints.
  • Keep complainants informed of the progress of their complaint and the outcome of any investigation.
  • Learn from complaints to enhance service delivery.
  • Set and monitor response time targets.
  • Advise complainants of their right to appeal if they remain dissatisfied after exhausting the internal complaints process.

Scope of the Policy

Complaints may be submitted by learners, prospective learners, parents, guardians, carers, employers, prospective client companies, or organisations with whom we hold contracts.

To conduct a fair investigation, Skills for Security Limited may need to disclose the name and details of the complainant to the relevant individuals involved. Consent will be requested; however, lack of information may hinder a thorough investigation.

Stakeholders should be informed about the complaints policy and its location on our website. Information about handling complaints is included in employer and learner handbooks, as well as during induction sessions.

All Skills for Security Limited personnel must be familiar with the complaints policy and procedures to ensure complainants are guided appropriately.

Definition of a Complaint

A complaint is a formal expression of dissatisfaction about an action, decision, or service that has not been resolved to the complainant’s satisfaction.

How to Make a Complaint

A complaint may be made via telephone, email, or letter. To register a complaint, please provide as much detail as possible, including dates, times, and names where relevant.

Contact details:

  • Telephone: 01905 744 000
  • Email: info@skillsforsecurity.org.uk

Post: Training & Quality Manager, Skills for Security Limited, Suite 7, The Outset, Sankey Street, Warrington, WA1 1NN

Response Times

  • Acknowledgement of the complaint within five working days.
  • Full response within four weeks.

If the complainant remains dissatisfied, they may escalate the complaint to the Managing Director at d.scott@skillsforsecurity.org.uk.

Complaint Handling and Monitoring

  • Complaints received must be forwarded to the respective line manager, who will oversee the resolution process.
  • Managers will review complaints to assess whether operational changes are necessary to prevent recurrence.
  • Complaints about assessment results should follow the awarding organisation’s appeals procedure.
  • Safeguarding concerns must be reported to the Training & Quality Manager.
  • Complaints involving senior management should be directed to the Managing Director.
  • Employer complaints should be escalated to the Senior Operations Manager.

Complaints from suppliers, shareholders, external funding agencies, or awarding organisations should be referred to the Managing Director.

Investigation Process

  • A full investigation will be conducted by an appropriate manager or director.
  • A report will be compiled and agreed upon by a Director.
  • Findings and proposed solutions will be presented to the complainant within 30 working days.

If a complaint is found to be unfounded or malicious, Skills for Security Limited reserves the right to take appropriate action to protect its reputation and assets.

Escalation to External Agencies

If a complainant is dissatisfied with the outcome after exhausting the internal complaints process, they may escalate the complaint to an external body. The complainant must first complete Skills for Security Limited’s complaints procedure before approaching an external agency.

For complaints related to government-funded programmes, refer to the Education and Skills Funding Agency (ESFA):

Awarding Body Complaints

For complaints related to assessment, qualification achievement, or certification, contact the relevant awarding body:

Skills for Security Limited is committed to ensuring complaints are handled fairly and efficiently, helping to improve service delivery for all stakeholders.