Appeals and Complaints Policy

Author: Hayley Faulkner (Quality Director)

Review date: 13/4/2022

Next review date: 5/1/2023

Context & Scope

This policy relates to all activities of Swift ACI, referred to as “Swift” herein.

This policy includes all training provision provided by a Swift.

This Policy outlines the Complaints Procedure for Staff, Apprentices and Employers, with specific detail for apprentices on how to appeal assessment decisions detailed in sections 5 to 9 below.


The Complaints Policy enables apprentices, employers and employees who have concerns and/or complaints to have them addressed efficiently and effectively in the interests of continually improving the service we offer.

Through the Complaints Procedure, Swift seeks to provide an accessible, fair and straightforward system which enables individuals to raise concerns and which ensures an effective, timely and appropriate response.

This will also enable Swift to monitor and manage the quality of service using feedback received from apprentices, parents/carers, employers, visitors and other members of the community.

What is a Complaint?

A complaint is the formal expression of dissatisfaction at the service or conduct received from Swift, its employees, apprentices or representatives.

Swift recognises that complaints can be made from any stakeholder and have trained all employees to resolve a large variant of complaints effectively.

All complaints will be dealt with on a case-by-case basis and the individual aspects of each situation will be thoroughly reviewed.

Safeguarding concerns or disclosures are not classed as complaints, and concerns relating to Safeguarding should be raised using the Swift Safeguarding Policy which is available on the Swift websites and Swift Operating System.

1. Complaints Policy

1.1 All apprentices have the fundamental right to learn, be assessed and work in an environment that is free from discrimination, bullying and harassment at all times.

1.2 All apprentices have the fundamental right to have equal access to training and assessment that enhances career progression and promotional opportunities through continuous professional development opportunities.

1.3 All apprentices will receive full support and guidance within their learning, assessment and working environment that recognises diversity, which promotes and safeguards the apprentice’s wellbeing at all times.

1.4 This complaints procedure provides all apprentices and their delivery staff with a formal and effective mechanism to complain without fear of victimisation and repression.

1.5 Apprentices who believe they are being subjected to, or are suffering because of victimisation, discrimination, bullying, harassment or being prevented from equality of opportunity will be encouraged and supported to execute these procedures to seek confidential guidance and support that is intended to resolve the issues that have initiated the complaint.

1.6 If you feel you are being discriminated against, bullied or harassed you should do the following and not remain silent: You should seek guidance and support immediately. Our procedures offer such guidance and support and can ensure any approaches to our employees will remain private and confidential.

1.7 We will also ensure staff are strictly discreet in their approach if you have a complaint or concern. You should in the first place approach your trainer/assessor. If you do not feel you can approach your assessor, you should contact your IQA Lead.

1.8 Swift Trainers/Assessors: Jack Edwards, Sara Lewis, Jemma Jones, Rachel Howard, Samantha Freeman, Kerri Robinson, Tony Oxford, Faye Parkinson, Emily Such, Aretha Willis

Your IQA Lead: Jack Edwards (CC) / Emil Taswar (DM) / Phil Prosser (CI)

Academy Director (Childcare and Digital Marketing Provision): Jack Edwards Head of Apprenticeships (Continuous Improvement Provision): Chris Worwood

Quality Director: Hayley Faulkner

1.9 If you do not feel you can approach your assessor or IQA Lead you should contact the Quality Director. This is the individual with ultimate responsibility within the company for delivery of all training and assessment. All apprentices are issued with the contact details for their trainer/assessor and IQA at induction.

1.10 Whoever you contact will then investigate your complaint or concern with your permission and extremely discreetly and in line with the Complaints Procedure outlined below.

2. Complaints Procedure
2.1 Complaints may be made in a variety of ways (telephone, email, face to face and letter). Contact details for making complaints can be found in section 12 at the end of this policy.
2.2 Complaints should be made to your trainer/assessor and will then be passed to the Quality Director or alternatively they can be made to the Quality Director directly.
2.3 Complaints should include the following information:
- Name of complainant (person & organisation if appropriate)
- Address
- Telephone number
- Training the complaint relates to
- Details of complaint
- Any specific action/outcome requested

2.4 Upon receipt of the complaint, the Quality Director will acknowledge receipt in writing to the complainant within 3 working days.
2.5 The Quality Director will inform the Managing Director that a complaint has been received and is being investigated upon receiving the complaint.
2.6 The Quality Director will aim to resolve and close the complaint in full within 10 working days of acknowledging receipt to the complainant. Where this is not possible, the Quality Director will advise the complainant of this and the expected timescale.
2.7 If the complaint is about a member of staff, HR will be informed and the appropriate HR action will be invoked if appropriate.
2.8 The Quality Director may investigate the complaint themselves or appoint an investigating manager to investigate the complaint. The investigating manager will:
- Record their findings
- Identify the actions that need to be taken to resolve the complaint
- Put in place an action plan to address the issues raised
- Confirm any actions required with HR if the complaint is about a staff member
- Respond in writing to the complainant to detail the outcome of the investigation and the resulting actions to the complainant.
2.9 Any response to the complainant must be reviewed and authorised by the Quality Director.
The Quality Director will respond to the complainant directly and will copy in the Managing Director.
2.10 If actions have been identified and an action plan put in place, it is the responsibility of the Quality Director to ensure that the actions have been completed and to confirm this to the complainant

2.11 Feedback about Swift can be given at any time via email to the email address This email address is monitored and managed by the Quality Director.

To view the full policy:

46. Appeals and Complaints Policy