Cornwall Marine Network Ltd
Process for Handling Formal Apprenticeship Complaints
All formal complaints are recorded by the Business Administration Manager. Complaints will normally be acknowledged within 3 working days. The complaint will then be passed to the appropriate Senior Manager who will investigate the complaint and normally respond in writing within 10 working days. If more time is needed to investigate the complaint the Business Administration Manager or Senior Manager will inform the complainant of this and give a revised time limit for a full response.
All complaints will be treated with due sensitivity and confidentiality, without undue fear of reprisal or repercussion. We will work to instil a culture through which learners and employers feel confident to make a complaint where they have any perceived grievance.
Our Management Team give due consideration to any aspects of confidentiality and sensitivity associated with any complaint in determining how any investigation will be conducted, with the wellbeing and safeguarding of learners always being paramount. Where the complaint relates in any way to a safeguarding issue, our Lead Safeguarding Officer will be consulted in terms of the most appropriate way to proceed.
Appeals
Appeals against decisions must be in writing and sent to the Chief Executive Officer within 10 working days. The CEO will make a final decision and that this is the final stage of CMN’s complaints procedure.
If there is disagreement with the CEO’s decision, complainants may appeal to the Education and Skills Funding Agency:
Complaints Team
Education & Skills Funding Agency
Cheylesmore House
Quinton Road
Coventry
CV1 2WT
or by email to complaints.ESFA@education.gov.uk
This should be within 3 months of the CMN making a decision on the complaint.