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Hawk Training | Complaints Policy

ISO 9001:2015
QMF 946
Date 01/01/2018
Issue No. 1

This document sets out the policy to be implemented throughout Hawk Training's Provision and Services:

1.0 Introduction

Hawk Training is committed to providing a quality service for all learners, employers and stakeholders. Any person, including members of the general public, may make a complaint about any provision of services or facilities that Hawk Training provides.

One of the ways in which we can continue to improve our service is by listening and responding to the views of learners, employers and stakeholders. Therefore it is important to ensure that:

  • Making a complaint is as easy as possible;
  • A complaint is treated as a clear expression of dissatisfaction with our service which calls for a response;
  • Any complaint is treated seriously - whether it is made in person, by telephone, by letter, by fax, or by email;
  • Complaints are dealt with promptly, politely and, where appropriate, informally (for example, by telephone);
  • Responses are conducted in the right way: for example, with an explanation, an apology where necessary, or with information on any action to be taken;
  • Complaints are learnt from and used to improve services.

Hawk Training will thoroughly investigate any complaint, whether informal or formal, relating to the day-to-day operation of Hawk and the standards of service we provide. Areas excluded from this policy are:

  • Assessment decisions or examination results where other forms of redress are more appropriate;  Employment issues which are covered by Staff Grievance Procedures.
  • Whistleblowing – see the Whistleblowing Procedure.

2.0 The difference between a concern and a complaint

A ‘concern’ may be defined as ‘an expression of worry or doubt over an issue considered to be important for which reassurances are sought’. A complaint may be generally defined as ‘an expression of dissatisfaction however made, about actions taken or a lack of action’.

It is in everyone’s interest that complaints are resolved at the earliest possible stage. Many issues can be resolved informally, without the need to invoke formal procedures. Hawk Training will take informal concerns seriously and make every effort to resolve the matter as quickly as possible.

There are occasions when complainants would like to raise their concerns formally. In those cases, Hawk Training’s formal Complaints Procedure should be invoked through the stages outlined within the procedure.

3.0 Timeliness and Response 

Complaints need to be considered and resolved as quickly, and efficiently as possible: 

  1. All complaints will be taken seriously and dealt with promptly.
  2. Complainants will receive a reply within 48 hours (working days) from when the complaint is received. If it is not possible to provide a full reply within this time (for instance, because a detailed investigation is required), an interim response, explaining actions being taken to deal with the complaint, key staff involved, timescales for next steps and resolution.
  3. The full reply will include the outcome and decision of the complaint, what action will be taken if necessary, and also will include details of who to contact next if the complaining believes the complaint has not been dealt with properly.
  4. This will normally be the appropriate senior departmental manager. If, following that second response, a satisfactory outcome has not been achieved; the complaint can be escalated to the Director of Quality and Compliance.
  5. In the event that a satisfactory response has not been achieved, the complaint will be put forward to an Appeals Panel headed up by the Managing Director who will be responsible for making the final decision in responding to the complaint.
  6. Complaints are expected to be made as soon as possible after an incident arises (although three months is generally considered to be an acceptable timeframe in which to lodge a complaint); although Hawk Training will consider exceptions.

4.0 Recording Complaints 

  • Hawk Training will comply with our obligations under the Equality Act 2010. It is common practice to ask for complaints to be made by using a complaint form or in writing, however the complainant may have communication preferences due to disability or learning difficulties and providers must allow alternative methods of contact:
  • A complaint may be made in person, by telephone, or in writing;
  • In order to prevent any later challenge or disagreement over what was said, brief notes of meetings and telephone calls should be kept and a copy of any written response added to the record.
  • Where there are communication difficulties, recording devices may be used to ensure the complainant is able to access and review the discussions at a later point;
  • Hawk Training will record the progress of the complaint and the final outcome. The Director of Quality and Compliance has overall responsibility for keeping these records securely and holding them centrally.
  • All staff involved should be aware that complainants have a right to copies.