Apprenticeship Policies
Complaints & Appeals procedure
Benson-Smith Limited (BSL) is committed to providing a high-quality service to meet and exceed the needs of Employers and Learners, while providing high quality training and support. We welcome comments, suggestions and feedback on our service, and this is achieved by various methods including progress reviews, meetings, feedback forms/surveys and interviews.
Any complaint or expression of dissatisfaction, regarding the provision of our services is taken seriously and we aim to satisfactorily resolve in a formal and efficient manner.
If an Employer or Learner feels we have not provided the expected level of service, support or quality of delivery; they should follow the process outlined below:
Stage 1
A formal verbal complaint, giving clear and concise details of the issue(s), should be raised with the Trainer within two weeks of the event causing the complaint.
The trainer will meet with the Employer and/or Learner within ten working days to try and resolve the issue. Notes will be taken from the discussion, detailing possible solutions and actions moving forward and whether the complaint at this stage has satisfactorily been resolved. All involved parties will sign this note and a record will be held within a confidential file within BSL for a minimum period of 12 months. If the complaint relates specifically to apprenticeship training; this will also be recorded and acknowledge with actions agreed within the individual apprentice’s portfolio.
If the complaint is not satisfactorily resolved at this stage, it should be escalated to Stage 2.
Stage 2
The Employer and/or Learner should put the complaint in writing to the Operations Manager within 5 days of the Stage 1 meeting being held.
Once the Operations Manager receives the written complaint, this will be acknowledged within 5 working days and a formal meeting will be arranged within 10 working days. This will only be extended if the Employer/Learner availability cannot fit within this timescale.
Every effort will be made to resolve the complaint at this stage. Notes will be taken of the discussion detailing possible solutions and whether or not the complaint was satisfactorily resolved. All parties will sign this note and a record will be held within a confidential file within BSL for a minimum period of 12 months.
If the complaint relates specifically to apprenticeship training; this will also be recorded and acknowledge with actions agreed within the individual apprentice’s portfolio.
If the complaint is not satisfactorily resolved, it should be escalated to Stage 3.
Stage 3
The Employer and/or Learner should put the complaint in writing to the Company Director within 5 working days of the Stage 2 meeting being held. Clear and concise details must be provided on the reasons felt that the complaint has not been satisfactorily resolved at this stage.
Once the Company Director receives the written complaint, this will be acknowledged within 5 working days and a formal meeting will be arranged within 10 working days. This will only be extended if the Employer/Learner availability cannot fit within this timescale.
All evidence relating to the different stages of this complaint must be made available at this meeting. This will enable a thorough process check of BSL’s complaints policy and procedures.
Every effort will be made to resolve the complaint at this stage. Notes will be taken of the discussion detailing possible solutions and actions moving forward and whether or not the complaint was satisfactorily resolved. All parties will sign this note and a record will be held within a confidential file within BSL.
If the complaint relates specifically to apprenticeship training; this will also be recorded and acknowledge with actions agreed within the individual apprentice’s portfolio.
If the complaint is not satisfactorily resolved, it should be escalated to Stage 4.
Stage 4
Apprenticeships - If the complaint has still not been resolved satisfactorily the Employer or Apprentice should contact the Apprenticeship Helpline on 0800 0150 400 or email nationalhelpdesk@apprenticeships.gov.uk.
For non-apprenticeships: A further meeting will be arranged with senior management in both parties to discuss actions or referrals to appropriate externals.
Appeals on grade decisions for Highfield Training (HABC) qualifications
The following sets out the appeals procedure for Benson-Smith Limited. This procedure covers the process for raising appeals against an academic decision that has been made. Should a learner feel that proper process has not been followed or that the academic decision was not made in accordance with the regulations of the programme of learning then they may appeal to the Operations Manager via one of the following methods:
Call: 01422 320553
E-mail: sarah@chefbensonsmith.co.uk
Write to: Sarah Benson-Smith
The Chef Benson-Smith Training Academy
Dean Clough Mills
Halifax
HX35AX
Examples of areas where an appeal may be raised are as follows:
• If the learner believes that the Academy @ Benson-Smith Limited has not applied our procedures consistently or that procedures were not followed properly, consistently and fairly;
• If the learner is not satisfied with the conduct of the assessment and believed it disadvantaged them; and
• If the learner feels that the premises/environment for assessment has disadvantaged them.
(Should a learner wish to appeal against a decision made after a complaint has been investigated then please refer to our Complaints Procedure).
When you contact us, please give us your full name, contact details, and include a daytime telephone number along with:
• A full description of your appeal (including the subject matter and dates and times if known);
• Any names of the people you have dealt with so far;
• Copies of any papers or letters to do with the appeal; and
• Any other factors for consideration such as any extenuating circumstances that the learner either did not address at the time or believes that were raised but were not taken into consideration when the decision was made.
Appeals will be investigated, and a review panel may be formed in order to reach a decision. We aim to investigate and respond to appeals within 10 working days.
This will be the final route of escalation within our company. Therefore, if you remain unhappy after following our own internal appeals procedure then please contact the Awarding Organisation directly. The Awarding Organisation is Highfield Qualifications and their appeals policy can be located on their website: www.highfieldqualifications.com. Alternatively, please speak to the Highfield team on 0845 2260350.
Should you address your appeal to Highfield and remain unhappy with the outcome you may then raise your appeal to the relevant qualification regulator. Either a representative of Benson-Smith Limited or Highfield will be in contacts.
