Management System Requirement

Your Complaints handling procedure must include the following:

How learners, employers and other stakeholders can raise complaints in an accessible and non‑discriminatory way.
Clear timescales for acknowledging, investigating and responding to complaints.
Roles and responsibilities for those investigating complaints, including escalation where complaints relate to assessment decisions or centre staff.
How you ensure complaints are investigated fairly, objectively and without conflict of interest.
How outcomes, remedies and learning from complaints are recorded and used to improve services.

These points are intended to help centres design procedures that align with good practice and the expectations typically set out by the regulator. Centres should also refer to the latest guidance issued by LeadQual UK Ltd and the regulator when finalising their policies.

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