Complaints Policy and Procedures
A complaint is an expression of dissatisfaction concerning Penguin Training Ltd’s product or service. Penguin Training Ltd recognises that all learners and their employers are of equal value and irrespective of sector, gender/trans gender, age, race/ethnicity, disability/learning difficulty, sexual orientation, religion/belief and any other perceived difference. It is our policy that all learners and employers have the opportunity to make a complaint about any issue which is of concern to them without the risk of disadvantage. It is also our policy that all stakeholders should be made aware of our complaints procedures.
All complaints received are carefully considered. This document explains the procedure for making a complaint and the process followed when you do. All complaints will be reviewed monthly by the CEO and, should the complaint prove valid, action plans and targets for necessary improvements will be agreed. If appropriate, immediate action will be taken.
How does Penguin Training Ltd deal with complaints?
By letting us know when things go wrong you help us to put them right. Our complaints policy and procedures are set to help you take up any problems and make sure that:
Stage 1
We recommend that you firstly discuss the problem with the assessor, who works with your company and learners, as they may be able to resolve the problem or will pass on your complaint to someone who can look further into your concerns. If this does not resolve your issue you can make a formal complaint
Stage 2
If you wish to make a formal complaint please put this in writing to Penguin Training Ltd, Director, Chris Gilbert, Penguin Training Ltd, The Dock Hub, Hove, East Sussex, BN3 6AH. [email protected]
If you do not agree with the outcome of a complaint that we have investigated using our procedures and wish to appeal, you may write to the co-CEO, Jeremy Gilbert at Penguin Training Ltd, The Dock Hub, Hove, East Sussex, BN3 6AH, within 10 working days of being notified of the outcome of the complaint.
This will be the final route of escalation within our company. Therefore, if you remain unhappy after following our own internal complaints procedure and your complaint refers to services you have received relating to your course and achieving your qualification then please contact the Awarding Organisation directly. The Awarding Organisation is Highfield Qualifications and their complaints policy can be located on their website:
https://www.highfieldqualifications.com
Alternatively, please speak to the Highfield Qualifications team on 01302 363277.
Should you address your complaint to Highfield Qualifications and remain unhappy with the outcome you may then raise your complaint to the relevant qualification regulator. Either a representative of Penguin Training Ltd or Highfield Qualifications will be able to offer you guidance on the appropriate qualification regulator in each instance and provide contact details.
All complaints received are carefully considered. This document explains the procedure for making a complaint and the process followed when you do. All complaints will be reviewed monthly by the CEO and, should the complaint prove valid, action plans and targets for necessary improvements will be agreed. If appropriate, immediate action will be taken.
How does Penguin Training Ltd deal with complaints?
By letting us know when things go wrong you help us to put them right. Our complaints policy and procedures are set to help you take up any problems and make sure that:
- All complaints received are recorded and investigated
- Every effort is made to resolve your complaint at an early stage
- You are kept informed at every stage
Stage 1
We recommend that you firstly discuss the problem with the assessor, who works with your company and learners, as they may be able to resolve the problem or will pass on your complaint to someone who can look further into your concerns. If this does not resolve your issue you can make a formal complaint
Stage 2
If you wish to make a formal complaint please put this in writing to Penguin Training Ltd, Director, Chris Gilbert, Penguin Training Ltd, The Dock Hub, Hove, East Sussex, BN3 6AH. [email protected]
- We will acknowledge receipt of your complaint in writing within 5 working days from the receipt of your complaint
- We will investigate the matter you have raised
- We will provide you with an initial response within 10 working days
If you do not agree with the outcome of a complaint that we have investigated using our procedures and wish to appeal, you may write to the co-CEO, Jeremy Gilbert at Penguin Training Ltd, The Dock Hub, Hove, East Sussex, BN3 6AH, within 10 working days of being notified of the outcome of the complaint.
This will be the final route of escalation within our company. Therefore, if you remain unhappy after following our own internal complaints procedure and your complaint refers to services you have received relating to your course and achieving your qualification then please contact the Awarding Organisation directly. The Awarding Organisation is Highfield Qualifications and their complaints policy can be located on their website:
https://www.highfieldqualifications.com
Alternatively, please speak to the Highfield Qualifications team on 01302 363277.
Should you address your complaint to Highfield Qualifications and remain unhappy with the outcome you may then raise your complaint to the relevant qualification regulator. Either a representative of Penguin Training Ltd or Highfield Qualifications will be able to offer you guidance on the appropriate qualification regulator in each instance and provide contact details.
