We are committed to dealing with complaints speedily and where possible, at the point of delivery.
Employers
Informal
In the first instance we would ask you, as the employer, to raise any complaint you have relating to the training or services provided by HTP Apprenticeship College with the allocated HTP Training Consultant. If you feel this is not appropriate please contact the HTP Apprenticeship College Directors.
Formal
In the event that you are dissatisfied with the response from an informal complaint or consider your complaint is too serious to be dealt with informally, please address your complaint to the HTP Apprenticeship College Campus Manager verbally or in writing clearly stating the facts as you perceive them.
Response to Formal Complaints
All formal complaints will be acknowledged within 2 working days and every effort will be made to reach a satisfactory conclusion within 10 working days. Where this is not possible we will provide a progress report and an indication of the timescale for resolution of the complaint.
Learners
If the learner is experiencing problems at work, for example over allocations of duties, personal treatment by colleagues or discrimination by the employer, then it is important that they discuss this with their workplace supervisor as soon as possible to prevent the problem escalating. If this does not resolve the problem the learner and employer should inform the HTP Apprenticeship College Training Consultant who will then discuss the problem with those involved.
Off-Job Training
If the learner feels they are being unfairly treated during Off-Job Training they will be advised to talk to their HTP Apprenticeship College Training Consultant or employer who will discuss the problem and work with the learner towards a satisfactory conclusion.
Response to Formal Complaints
If the learner feels that they are being treated unfairly they will be asked to state the grounds of the appeal in writing to their Training Consultant within 48 hours of receiving the outcome of the disciplinary or grievance action. The appeal will be referred to HTP Directors who will arrange to hear the appeal within 10 days. A relative, friend or colleague may accompany the learner.
A learner has the right to ask the Education and Skills Funding Agency (ESFA) to consider a grievance or matter of discipline in connection with their training, provided they have followed the procedures detailed above.