What is your complaints process?

Apprenticeship Grant for Employers Complaints Process

The Apprenticeship Grant for Employers complaints procedure will have two stages:

Stage One (Investigation)

Stage Two (Complaint Review)

Stage One (Investigation)

We aim to settle the majority of complaints quickly and satisfactorily. The complaint will be investigated by the service manager or team leader of the service being complained about. The complaint may be resolved informally over the telephone. If this is possible then a written response will not be required. We will have 5 working days to resolve a complaint informally. A complaint is only resolved informally if the complainant is satisfied with the resolution. If this is not possible the manager will complete a formal investigation of the complaint and send a written response.

If the complaint cannot be resolved informally a written acknowledgement confirming receipt of the complaint should be sent responding to the complaint. It is expected that this will be by email if the complaint has been made by email or in writing in all other cases. The acknowledgement should be sent within 5 days of the receipt of the complaint (where the matter has not been resolved informally).

We will have 20 working days to investigate a formal complaint. The response should answer the complaint points raised and inform the complainant how they can pursue a complaint if they are not satisfied. We should also offer the complainant the opportunity to contact the investigating manager to clarify the decision or any points raised in their response.

Stage Two (Complaint Review)

If the complainant remains unhappy with the Stage One response, they can request escalation to Stage Two. It is expected that if contact with the complainant to discuss the matter has not previously occurred then this will happen at this point.

This will then be escalated to Cambridgeshire County Council to conduct a complaint review. This will acknowledged in writing within 5 working days of the receipt of the escalation.

We will then have 20 working days to complete the complaint review and the complainant will be contacted in writing to confirm the outcome and advise them of the final decision concerning this complaint.