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.

 

A complaint is when you feel that the service we have provided is not to your satisfaction, or does not meet the standards or criteria that we set out at the start.

 

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 within this policy.

Feedback Procedure:

For students attending classroom courses feedback forms or links to online surveys 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 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 the main email for your local centre and we ask that you ensure the word ‘Complaint’ is in the title. This will ensure we address this promptly. You will be contacted 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 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, CIMA, CMI or for complaints specifically regarding apprenticeship matters the ESFA or Ofsted. 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-service
ACCA –  https://www.accaglobal.com/gb/en/footertoolbar/contact-us/connect/unhappy.html
ICAEW – https://www.icaew.com/about-icaew/regulation-and-the-public-interest/complaints-process/make-a-complaint

CIMA – https://www.cimaglobal.com/Professionalism/Conduct/How-to-make-a-complaint-of-misconduct/

CMI – https://www.managers.org.uk/wp-content/uploads/2020/03/Complaints-Procedure.pdf

ESFA – https://www.gov.uk/government/organisations/education-and-skills-funding-agency/about/complaints-procedure

Ofsted – https://www.gov.uk/government/organisations/ofsted/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. 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 staff and to undertake CPD (Continuing Professional Development) to ensure that their assessment of is fair and consistent. 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 procedure 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 the apprenticeship manager at your local centre. They 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 email your local centre main email address where your appeal will be forwarded to a First Intuition Director.

Step 4 If you are still unhappy with the results of this process you should contact the ESFA or Ofsted, 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

Ofsted – https://www.gov.uk/government/organisations/ofsted/about/complaints-procedure

If your appeal relates to an Institute marked assessment, i.e. AAT, ACCA, CIMA, CMI 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

CIMA – https://www.cimaglobal.com/Documents/Exam/Exams%20Procedure%2027-11-20.pdf

CMI – https://www.managers.org.uk/education-and-learning/partners-and-centres/policies/

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-procedure

Signatures & Review:

This policy is due for review in May 2022.

This policy is authorised and approved by:

Name: Ian Fidock

Position: Managing Director, First Intuition Maidstone

Signature: