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 assessor/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 assessor/coach or instructor. If both parties are unable to resolve the issue, progress to stage 2.

Stage 2

A) If your complaint is regarding anything other than an assessment decision, your assessor/coach or instructor will raise your complaint to the Customer Services Manager, 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 or WBTC representative if you are funded by either 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).

B) If your complaint is regarding an assessment decision, your assessor/coach or Instructor will inform the IQA (internal quality assurance) 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 a decision cannot be reached, the complaint will be passed to the Centre co-ordinator/Thatcham Quality Compliance Manager, who will collate all the findings and discuss with you their final decision.

If you are not satisfied with the response, you may contact IMI Awards directly to appeal the assessment decision. The contact details for IMI are:

IMI, Fanshaws, Brickendon, Hertford, SG13 8PQ, UK
Telephone: +44 (0) 1992 511 521
Email: awardingenquiries@theimi.org.uk