Complaints Policy 2022-02-25T10:43:15+00:00

Complaints Policy
___________________________________________________________________
Introduction

Elevated Knowledge Ltd is committed to providing the best possible service that we can. We
recognise that sometimes customers will feel that they have cause to complain about the
service they have received.

We encourage all feedback from customers, including complaints, and have developed a
Complaints Policy and an associated Complaints Procedure. Our Complaints Policy explains
our broad approach to handling all complaints. Our Complaints Procedure provides clear
information on how individual complaints will be handled.

Reports relating to complaints will be responded to in accordance with our Policies and
Procedures. If you are not satisfied with the way we have handled your complaint, this will
be dealt with as a failure of service under the terms of our Complaints Policy.

Aims

Elevated Knowledge Ltd aims to resolve complaints quickly, fairly and effectively. We will:
Aim to put things right quickly for our customers when they go wrong within 14 days but is usually resolved much quicker.  We will keep our customers informed of the progress of their complaint and the results of any
investigation.

We will also:
Seek to learn from each complaint to improve future performance
Set performance targets for responding to complaints and monitor our performance against
these targets
Advise our customers of their right to appeal if they remain dissatisfied after their complaint
has been through all stages of the internal Complaints Procedure

Implementation

Elevated Knowledge Ltd Complaints Policy and associated Procedure will be readily available
to customers. Together, they detail how to make a complaint and the timescales for a
response from Elevated Knowledge Ltd.

What is a complaint?

A complaint is when a customer tells us that they are not happy with something that we
have done or not done, and we have not put things right.
Who is a customer?
A customer is anyone who contacts Elevated Knowledge Ltd to request a service or is in
receipt of a service.
How can a complaint be made?
Any customer wishing to make a complaint can do so, by phone, e-mail, website or letter.

We will make it easy and straightforward for you to make a complaint

We will endeavour to respond to your complaint within the published timescales and keep
you informed
We will ensure you have a full explanation to your complaint in your preferred format
We will tell you if changes have been made to services following your complaint
We will review our Complaints Policy at regular intervals.
Responsibilities
The Senior Management Team and all those in managerial or supervisory roles are
responsible for developing and encouraging good customer care handling practice within
their teams.
Compliance with Customer Complaints Policy is the responsibility of all members of the
Company who deal with customers.
Communication
Our Customer Complaints Policy is available in hard copy. Please contact us at info@elevatedknowledge.co.uk
if you wish to access this document in another format.
Training will be provided for staff to ensure awareness is raised and that staff have a clear
understanding of customer complaints and their responsibilities.
Equality and Diversity
Customers have a right to express dissatisfaction with the services they receive from
Elevated Knowledge Ltd. Customers using this policy can expect to be treated fairly and
without discrimination.
The Company has an Equality and Diversity Policy that covers all aspects of equality.
Procedure
If you are unhappy with the service provided by Elevated Knowledge Ltd – whether it is the
learning experience, assessment, the support you are receiving or about staff or the
organisation itself – we promise to take your complaint seriously and treat it as confidential.
We also aim to resolve your complaint as speedily as possible.
If you have a complaint about any decision that we have made that affects you, for example,
if you feel that you have received the wrong grade for an assessment, or you disagree with
an examination result, you should use the relevant awarding organisation’s appeals
procedures, which we can advise you on.

For all other issues and grievances, use this Complaints Procedure.
We are always pleased to receive compliments and complaints because they help us
improve the service we provide, both for you and other learners are also interested in
your ideas for improving our services. We use the information you give only to improve
things.

Passing on personal information about you is protected by the Data Protection Act.
If you want to complain, here’s what you can do:

It helps if you complain straight away to the people involved, as they may be able to put
things right immediately. You should make your complaint within 3 months of the event or
problem occurring. At any stage, you can register a formal complaint by telephone, letter,
email. Give as much information as you can, including times, dates, places and names.

Contact 

Tel: 0333 305 7641.

Elevated Knowledge, 2nd Floor, Turing House, 5 Archway, M15 5RL

Email: info@elevatedknowledge.co.uk

If you feel your complaint relating to an apprenticeship is not resolved you may also wish to contact the Education and Skills Funding Agency.  You can follow their online complaints process by following the link:

https://www.gov.uk/government/organisations/education-and-skills-funding-agency/about/complaints-procedure

Or by writing to:

Complaints Team
Education and Skills Funding Agency
Cheylesmore House
Quinton Road
Coventry
CV1 2WT