COMPLAINTS PROCESS

Our Complaints Process

This process sets out the stages we follow should an apprentices, delegates and their employers, wish to make a complaint if they feel they have not received the quality of service expected as a valued customer of Thatcham Research Automotive Academy. All complaints are dealt with in line with our complaint management process to ensure that complaints are managed fairly, efficiently and effectively. You should first discuss the problems with your Thatcham Research representative (e.g. your instructor or development coach).
They will have a procedure which both you and they must follow.

Stage 1

Discuss your complaint in the first instance with your designated Thatcham Research instructor or development coach. If both parties are unable to resolve the issue, progress to stage 2.

Stage 2

1. A) If your complaint is regarding anything other than an assessment decision, your development coach or instructor will raise your complaint to the Academy Management, who will review your complaint and resolve it where possible or follow our complaints management process and inform you of the next stage in line with this process.

You will also be provided with contact details of a Babington Training representative  if you are funded by this provider or contact details of the ESFA (Education Skills Funding Agency) as part of this process.

You can find further details of the ESFA escalation process through the apprenticeship helpdesk (on 08000 150400 or email nationalhelpdesk@apprenticeships.gov.uk).

1. B) If your complaint is regarding an EPA assessment decision, or other assessment decision, your development coach or Instructor will inform the academy compliance department of the complaint, who will review your complaint and resolve if possible. If both parties are unable to resolve the issue, then stage 3 will be followed.

Stage 3

If you are not satisfied with the response, you may contact the end point awarding organisation directly, or awarding body for other assessments. You will be given the full contact details from the Academy Compliance Department on request after all other stages have been followed.