Complaints policy
Written September 2018 by Adil Abrar, Company Director
Last updated 1st January 2023 by Adil Abrar, Company Director
Next update 1st January 2025 by Adil Abrar, Company Director
Statement of Intent
Mastered Studios is committed to providing a supportive environment to enable everyone to achieve their goals and aspirations. We strive to provide the highest quality products and services and be highly responsive to worries, concerns, or complaints from our stakeholders. We value all feedback as it helps us identify improvements to our apprenticeship delivery quality.
Mastered Studios Ltd recognises the importance of having a documented procedure to be followed when any learner, individual or employer who is dissatisfied or pleased with the service they have received from Mastered Studios Ltd raises a complaint, expression of concern or a compliment.
Mastered Studios Ltd is committed to addressing instances of dissatisfaction promptly and to the satisfaction of all concerned.
Purpose
The purpose of this procedure is to outline the documented process to be followed when dealing with complaints or expressions of concern that have been raised by any learner, individual or employer concerning the services and conduct of Mastered Studios Ltd.
This complaints procedure is designed to enable anyone who interacts with Mastered Studios to raise matters of concern about our training provision or services. This will allow us to investigate and bring about a resolution most transparently and fairly.
Scope
This policy shall incorporate all instances where a complaint or expression of concern has been received and shall outline the course of action to be taken to address such complaints to the satisfaction of all parties. This complaints procedure does not cover the following:
- Matters which are applicable in other policies or procedures such as;
- Appeals Procedure
- Grievance Procedure
- End Point Assessment Organisation assessment decisions
- Requests for new training services
This procedure is designed to be used by existing apprentices, jobseekers, students or employees to whom our services are directly provided.
Anonymous complaints will be noted and in normal circumstances, be investigated.
Responsibilities
Many concerns can be raised informally and then dealt with quickly and simply. We aim to resolve any issues quickly, preferably by resolving them as close to the source as possible and dealing with them by informal means.
We encourage individuals or organisations to bring any concerns to our attention as early as possible to be discussed. Misunderstandings can be quickly resolved using this approach.
If the problem cannot be resolved in this manner, then any complaints should be raised with:
Perri Lewis - Director
perri@mastered.com
Making a Complaint
When an informal complaint is received, it is expected to be resolved by the individual receiving the complaint. A formal complaint needs to be issued when the issue cannot be resolved.
In instances where Mastered Studios Ltd has received a complaint, the individual in receipt of the complaint shall record the following key details:
- The name and contact details of the individual raising the complaint;
- The date upon which the complaint is submitted;
- The date on which the complaint relates to;
- The main elements of the complaint.
The person in receipt of the complaint shall write to the individual within three working days of receiving the complaint, outlining the steps to be taken. The relevant timescales will be highlighted by which the individual can reasonably expect to have their complaint dealt with.
The company shall investigate the complaint thoroughly within five working days of receipt, speaking to all parties involved and gathering all relevant information and documentary evidence in the process. At each stage of the investigation, Mastered Studios will keep a record of progress and a log of the information and documentary evidence that has been collated.
If a complaint cannot be investigated thoroughly to the point of conclusion within five working days, we will write to the individual concerned, informing them of progress and to agree on a timescale by which the complaint can realistically be investigated and resolved.
After thoroughly investigating the complaint, Mastered Studios will write to the individual, outlining the key points of the investigation and highlighting the corrective action that has been taken to resolve the complaint. Where appropriate, we will outline the preventative measure that has been taken to ensure that similar complaints should not be received in future instances.
If we have failed to resolve your complaint, you can escalate your complaint to the Education and Skills Funding Agency (ESFA).
Complaints Team
Education and Skills Funding Agency
Cheylesmore House
Quinton Road
Coventry
CV1 2WT