01708 776 050 info@harrietellis.com

 

 

 

 

 

COMPLAINTS POLICY AND PROCEDURE

Complaints Policy for Apprenticeship students

If an apprentice or employer of an apprentice is dissatisfied with either the on-programme delivery of the apprenticeship or any of the surrounding support services, the following procedure must be followed. 

Step 1 Informal 

  • In the first instance speak to your Customer Service Officer to raise and discuss your concerns. 
  • Your Customer Service Officer will respond to you and confirm this in writing within two working days.

Step 2 Formal 

  • If you are not satisfied with the response provided, you should put your complaint in writing, explaining the nature and ground of your complaint to:

Karen Purser 

Manager of Delivery Management Team & PA to Managing Director 

Harriet Ellis Training Solutions 

103 North Street

Romford

RM1 1EU

Email: karenp@harrietellis.com 

  • On receipt of your complaint we will:
  • Log this on our complaints log
  • Identify a member of staff to investigate the complaint
  • Send you, the complainant acknowledgement of receipt of complaint and a timeline of the investigation and when they can expect a response (within 7 working days).
  • Complainant issued with a response (within 30 working days)

Step 3 Appeal 

  • If you wish to appeal the response you should put this in writing explaining the reasons you are dissatisfied with the response to:

Hadley Silver 

Managing Director 

Harriet Ellis Training Solutions 

103 North Street

Romford

RM1 1EU

  • The managing director will:
  • Log the appeal
  • Instruct the Quality Assurance Manager to investigate the complaint
  • Complainant sent acknowledgement of receipt of complaint and a timeline of the investigation and when they can expect a response (within 7 working days).
  • Investigation carried out
  • The Quality Assurance Manager will report in writing to the Managing Director
  • Complainant issued with a response (within 30 working days)

 

Should the complainant fully exhaust this process and still not be satisfied they can consider escalating this directly to the Education Skills Funding Agency, following their published complaints process.  

Anonymous Complaints 

Complaints received anonymously will be recorded and considered, but action may be limited if further information is required to ensure a full and fair investigation. 

The complaints policy can be found on the Harriet Ellis Website under the Terms and Conditions. 

 

 

 

 

Date reviewed

Any changes

Completed by

Jan 2019

15.1.19

Yes- review dates added

R Cooke

July 2019

10.7.19

Steps amended & updated

K Purser

July 2021

 

 

 

July 2022

 

 

 

July 2023

 

 

 

 

Complaints Policy for Privately enrolled Students

If a student is dissatisfied with either the course’s educational provision (other than the award of credit, a mark, or grade) or its support services, the following procedure must be followed.

Step 1 Speak to your Customer Service Officer to discuss your views.

Step 2: Contact the Operations Manager David Martin in writing at david@harrietellis.com. You will receive a response within seven working days.

Step 3 if you are still not satisfied then please put your complaint in writing to Hadley Silver, Managing Director. You will receive a response inside seven working days.

The student should contact the Company Director concerned in writing and explain the nature and grounds of the complaint.

The Director of the Division will acknowledge the complaint when received and resolve the complaint informally where possible, and record its outcome, where the issues raised by the student appear capable of effective and fair resolution by informal discussion with the student.

If it appears to the Director of the Division that the complaint appears on the face of it to be unjustified, misconceived or vexatious the Director may write to the student and invite withdrawal of the complaint on such basis with an indication that the complaint will only proceed to an investigation if the student responds in writing and requires the complaint to proceed.

In the event of a complaint proceeding formally, the Director of the Division will consider the complaint in consultation with those concerned in the provision of the service e.g. the course tutor, internal assessor, programme manager or other service manager.

Where a complaint puts in question a matter of academic performance and/or professional judgment/reputation of the person who is the subject of the complaint he/she shall have a right to put their case to the Director of the Division.

The Director of the Division will provide the student with a provisional response in writing as soon as reasonable practicable, and in any case within four weeks of receiving the complaint. The student will be invited to comment in writing within seven days. The Director of the Division will review the provisional response in the light of any observations communicated by the student and then finalize and provide the student with the written response itself within seven days of receiving any observations on the provisional response.

If the Director of the Division decides that there is a basis for the complaint, the Director of the Division will seek an equitable resolution of the issue.

If a student is expelled, a letter detailing the reasons will be sent to the student. The student will not be entitled to a refund of course fees paid. Harriet Ellis reserves the right to expel instantly any student contravening our gross misconduct policy.

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