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Complaints Policy

Employer & Apprentice Complaints Procedure

1. Purpose

This procedure outlines how employers and apprentices can raise concerns about any aspect of the training, assessment, service delivery, communication, or conduct experienced with Skills For Security. It ensures all complaints are handled fairly, promptly, and confidentially, with a focus on resolution and continuous improvement.

2. Scope

This procedure applies to: 

  • Apprentices enrolled on any programme delivered by Skills For Security 
  • Employers engaged in apprenticeship delivery 
  • Any subcontracted or partner provision 

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 staff induction sessions and learning launches. 

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

3. What is a Complaint?

A complaint may relate to, but it not limited to: 

  • Quality of teaching or assessment 
  • Communication or support 
  • Training environment or resources 
  • Behaviour, conduct, or professionalism of staff 
  • Administration, systems, or delays 
  • How a previous issue was handled 

Early communication is encouraged so issues can be resolved quickly. 

4. Stages of the Complaints Process– Employer and Apprentice guidance 

Stage 1: Informal Resolution  

Most concerns can be resolved quickly by speaking with: 

  • The apprentice’s Learner Engagement Officer (LEO) 
  • The Learner Skills Coach (LSC)  

The staff member will: 

  • Listen to the concern 
  • Seek to understand the issue clearly 
  • Propose a solution where possible 

If resolved, no further action is required. 

If unresolved, the complainant may move to Stage 2. 

Stage 2: Formal Complaint 

Formal complaints must be submitted in writing via: 

The complaint should include: 

  • Name and contact details 
  • Whether you are an apprentice or employer 
  • Summary of the issue 
  • What has already been attempted informally 
  • Desired outcome 

Process: 

  1. Evidence  (statements, documentation, meetings, etc.) is reviewed by the Head of Apprenticeships 
  1. A written outcome response is issued with findings and any agreed actions. 

Stage 3: Appeal 

If dissatisfied with Stage 2, the complainant may submit a written appeal explaining why the outcome is unacceptable.  

Formal complaints appeals must be submitted in writing via: 

A senior manager, within Skills For Security, who has not been previously involved will review the case. 

The appeal outcome will either: 

  • Uphold the original decision 
  • Overturn the decision 
  • Recommend additional actions 

This decision is final within Skills For Security. 

Stage 4: External Escalation 

If still dissatisfied after the internal process, complaints may be escalated externally. 

Apprenticeships Funded by the ESFA: 

Education and Skills Funding Agency (ESFA)
Submit via: https://form.education.gov.uk/service/Contact_the_ESFA 

The ESFA will only consider complaints once Skills For Security’s internal process has been fully followed. 

End-Point Assessment Issues: 

Contact the relevant End-Point Assessment Organisation (EPAO), typically Highfield for FESST apprenticeship standards or Functional Skills exams, if you’re unsure which EPAO has been allocated, then a member of the Skills For Security team can confirm this for you.   

Email: info@highfield.co.uk 

6. Record Keeping

Skills For Security maintains a secure log of: 

  • Complaints 
  • Investigations 
  • Outcomes 
  • Timescales 
  • Any quality improvements 

7. Monitoring and Continuous Improvement

Complaints are reviewed annually by the Senior Management team to: 

  • Identify patterns 
  • Improve service 
  • Prevent recurrence of issues

8. Contact Information

complaints@skillsforsecurity.org.uk