FEEDBACK AND COMPLAINTS POLICY

Feedback and Complaints Policy

Feedback and Complaints Policy

At First Intuition, we aim to ensure that your experience with us is always of the highest quality and that we put you, our student, customer and stakeholder, first. We do however accept that on occasion we may not meet this standard and that you may wish to provide feedback or even make a complaint about the service you have received.

All feedback is valued and used as a tool for us to improve the service that we provide. We are happy to receive feedback in any form you wish to submit it and consequently it can be given anonymously. However, to help us track and deal with feedback we do ask that where possible you follow the procedures laid out below.

Feedback Procedure:
For students attending classroom courses feedback forms will be given out at the end of the course to be completed (named or anonymously) and handed in. Outside of the classroom students are provided with tutor and administration/customer service contact details. Feedback will be reviewed within 5 working days from a tutor, administration, facilities and customer service point of view. Quantitative feedback will be logged to identify trends. The relevant manager will take action where appropriate. Where appropriate or where it has been requested by the party providing the feedback the relevant manager will make contact to discuss the feedback given and any actions that will be taken.

Apprentices are asked to undertake Induction, On Programme, and End surveys to provide feedback on their apprenticeship journey. These are reviewed by the relevant manager in centre to ensure the continuous improvement of our apprenticeship programmes. Where feedback in these surveys requires a response, assuming the respondent can be identified, the relevant manager will follow up within 5 working days.

Complaints Procedure:
Step 1 Discuss the complaint informally with your tutor, Skills and Development Coach or the First Intuition administration and support team as appropriate. We hope that this will be able to resolve the situation for you.

Step 2 If you remain unhappy with the resolution of your complaint then please put this in writing to First Intuition formally. Please email this to apprenticeships@fi.co.uk and we ask that you ensure the word ‘Complaint’ is in the title. This will ensure we address this promptly. They will contact you within 5 working days to discuss your complaint and attempt to come to a resolution with you.

Step 3 If you are still unhappy with the results of this process please inform us and we will forward your appeal to a Senior First Intuition Director. They will contact you within 5 working days having reviewed the complaint and any actions taken to date. They will notify you of the results of this investigation.

Step 4 If you are still unhappy with the results of this process you should contact your institute, e.g. AAT, ACCA, ICAEW or for complaints specifically regarding apprenticeship matters the ESFA. Their contact details can be found on their website. Contact details can be found at the following web addresses:
AAT – https://www.aat.org.uk/about-aat/aat-customer-charter/complaints-about-aat-approved-training-providers
ACCA – https://www.accaglobal.com/uk/en/footertoolbar/contact-us/connect/unhappy.html
ICAEW – https://www.icaew.com/about-icaew/regulation-and-the-public-interest/complaints-process/make-a-complaint
ESFA – https://www.gov.uk/government/organisations/education-and-skills-funding-agency/about/complaints-procedure

Step 5 If your issue is in relation to the AAT, ACCA or ICAEW then the matter can be escalated to the OFQUAL whose details can be found at:
https://www.gov.uk/government/organisations/ofqual/about/complaints-procedure

Confidentiality:
To process a complaint, or feedback, we may be required to hold your personal data, First Intuition will keep this data in line with our Privacy Policy, which can be accessed at https://www.firstintuition.co.uk/privacy-cookie-policy/. First Intuition will hold the data securely and only use it to help address the complaint, the data will only be shared with those to whom it is necessary to help deal with the complaint. It may not be possible to preserve confidentiality in some circumstances, for example, where relevant legislation applies, or allegations are made which involve the conduct of third parties. In this case the complainant will be informed of who will need to know about the complaint.

Assessment Appeals Policy
At First Intuition, we work hard to train our Skills and Development Coaches and to undertake CPD (Continuing Professional Development) to ensure that their assessment of your developmental evidence is fair and consistent. With your apprenticeship you may also be studying towards a qualification that will require marking by that institute. All institutes we work with have robust policies and procedures in place to oversee any assessments they administer and marking they undertake. However if you feel in any way that an assessment you undertook or the marking of your work is not correct, we encourage you to follow the procedures below.

Assessment Appeals Procedure
If your appeal relates to the assessment of your Developmental evidence:
Step 1 Discuss the assessment with your Skills and Development Coach and explain to them why you feel the assessment is incorrect and attempt to come to an agreement.

Step 2 If you remain unhappy with the assessment of your Development evidence please put this in writing and email it to Becki Hunter (beckihunter@firstintuition.co.uk) at our National Apprenticeship Team who will contact you within 5 working days to discuss your appeal and attempt to come to a resolution with you.

Step 3 If you are still unhappy with the results of this process please e-mail apprenticeships@fi.co.uk and we will forward your appeal to a Senior First Intuition Director. They will contact you within 5 working days having reviewed any actions taken to date. They will notify you of the results of this investigation.

Step 4 If you are still unhappy with the results of this process you should contact the ESFA their contact details can be found on their website.Contact details can be found at the following web addresses:
ESFA – https://www.gov.uk/government/organisations/education-and-skills-funding-agency/about/complaints-procedure
If your appeal relates to an Institute marked assessment, i.e. AAT, ACCA or ICAEW:

Step 1 If the issue is with the administration of your assessment please contact the centre at which you sat your assessment to discuss this and attempt to come to an agreement.

Step 2 If the issue is with the marking of your assessment, or you are unsatisfied with the outcome of Step 1 please contact the:
AAT – https://www.aat.org.uk/assessment/enquiries-and-appeals
ACCA – https://www.accaglobal.com/gb/en/student/exam-entry-and-administration/exam-results/admin-reviews.html
ICAEW – https://www.icaew.com/for-current-aca-students/exam-results/marks-review-service

Step 3 If you are unhappy with the outcome of Step 2 the matter can be escalated to the OFQUAL whose details can be found at:
https://www.gov.uk/government/organisations/ofqual/about/complaints-procedureduced if, after careful consideration, this is believed to be in line with First Intuition values and of benefit to the employers and apprentices working with First Intuition.

First Intuition has agreed for certain clients to subcontract the skills and behaviours training back to the employer. This is in the case of employers who have Employer Provider status. Such programmes are mapped in detail to the level 4 and level 7 standards and subcontracted on an actual cost basis. This allows the employer the flexibility in creating a scheme providing the apprentices with all the support necessary to thrive in their working lives. The delivery of this programme will be monitored as part of an overall programme that we control.

Subcontracting to the employer allows for the skills and behaviours training to be delivered in context for the learners (the context being their employer’s work practices and systems) as well as for Skills and Behaviours training to be delivered by expert “practitioners” e.g. more experienced employer staff who understand the relevant culture, career paths, expectations and client base.

Management Fees and support

The support provided will vary on a case by case basis but may include:

• Completing client and apprentice sign up process
• Input of data onto the ILR
• Manging payments to the subcontractor
• Collecting co-investment payment from the employer
• Sampling of subcontractor learners
• Due diligence and quality assurance procedures
• Sharing good practice
• Account management meetings
• Observations and learning
• Support during Ofsted inspections and audit
• Monitoring completion data and KPIs
• Providing on programme support and skills training to the apprentice
• Carrying out progress reviews and monitoring progress of apprentices
• Reporting to employers on progress
• Support in passing through the Gateway and in preparing for the End Point Assessment

The fees charged will be agreed on a case by case basis depending on the extent of services provided. This will include business factors such as:

• The level and type of professional training provided
• The level of on programme support provided to the apprentice and the employer
• The level of support provided to the subcontractor
• The commercial relationship between the parties
• The number of apprentices

The management fee will be between 0 and 15% of the funded costs.

Payment policy

Payment policy will be agreed on a case by case basis and will be either
– Paid upon invoice by the sub-contractor on completion of the course
– Upon receipt of the funding from the ESFA on the basis agreed by both parties. In this case the payment to subcontractors will be outcome related

Review and publication

This policy is available on the First Intuition website (https://www.firstintuition.co.uk/home/apprenticeships/) and is shared at the 6-monthly conference. It is due for review annually.