Span Training & Development Ltd is committed to providing a high-quality service. If you are not satisfied, we want to hear from you so we can put things right.
Span Training & Development Ltd is an approved centre for a number of awarding bodies. As an approved centre, we are required to have in place a complaints procedure that allows learners, employers and other stakeholders to raise concerns about any aspect of the assessment or certification process managed by the awarding body.
This section of our complaints policy covers complaints that relate specifically to the services, decisions or processes of awarding bodies with which Span Training is registered.
The aims of this procedure are to:
If you wish to make a complaint relating to an awarding body matter, you should first raise the issue with your assessor or the Centre Manager. We will investigate the complaint and aim to resolve it within 10 working days. You will receive a written response outlining the outcome of the investigation and any actions taken.
If you are not satisfied with the response, you may escalate the complaint by writing to the Centre Manager at our Head Office address. The Centre Manager will review the complaint and the initial investigation, and will provide a final written response within a further 10 working days.
If you remain dissatisfied following the internal investigation, you may appeal in writing to the Centre Manager at our Head Office. Your appeal should set out the grounds on which you believe the original decision was incorrect or the process was not followed properly. The appeal will be reviewed by a senior member of staff who was not involved in the original investigation.
If the matter remains unresolved after the internal appeals process has been exhausted, you have the right to refer your complaint directly to the relevant awarding body. Each awarding body has its own complaints and appeals procedure, and details can be obtained from the Centre Manager or from the awarding body's website.
Span Training & Development Ltd is committed to providing a high standard of service to all learners, employers and stakeholders. We recognise that there may be occasions when individuals feel that they have not received the level of service they expected. This internal complaints procedure provides a framework for raising and resolving such concerns.
We treat all complaints seriously and will investigate them thoroughly and impartially. No complainant will be disadvantaged as a result of raising a legitimate concern or complaint.
The aims of this internal complaints procedure are to:
We welcome suggestions for improvement from our learners, employers and staff. If you have an idea for how we could improve our services, please share it with your assessor, the Centre Manager, or send it to us by email or post. All suggestions are reviewed and considered as part of our continuous improvement process.
If you have a concern about any aspect of your training, assessment or the service you have received, we encourage you to raise it informally in the first instance. Speak to your assessor or contact the Centre Manager. Many concerns can be resolved quickly and informally without the need for a formal complaint.
If your concern cannot be resolved informally, or if you wish to make a formal complaint, you should put your complaint in writing to the Centre Manager. Your complaint should include your name, contact details, a clear description of the issue and the outcome you are seeking. We will acknowledge receipt of your complaint within 5 working days and aim to provide a full written response within 15 working days.
All written complaints and appeals should be addressed to:
Centre Manager
Span Training & Development LTD
PO BOX 718
Banbury
OX16 6LP
You may also contact us by email at enquiries@spantraining.co.uk or by telephone on 0345 548 5100.