At Shoots we are committed to providing excellent service to our clients, learners, colleagues all other stakeholders.

Shoots is required, as a condition of approval, to agree and operate a complaints procedure, which stakeholders can use in the event that they wish to challenge an appropriate aspect of Shoots operations.

The aim of this policy and process is to provide anyone who is not satisfied the opportunity to raise their concerns and receive resolution in a timely, professional, and respectful manner.

This policy will be issued to all learners and employers at the start of their training programme, during the induction and discussed at every review.

Defining a complaint

Complaints are dissatisfaction of the service received.

Learners and employers can complain or provide feedback on any aspect of their experience with Shoots. This could include, but is not limited to:-

• Access to or process of assessment
• Access to internal quality assurance
• The handling of an appeal
• Administrative issues, e.g. failure to register/apply for certification.
• Advanced Learner Loan: Administration / Fee payment /Bursary fund
• Placement conditions
• Bullying within the workplace
• Sexual Harassment in the Workplace
• Any form of Discrimination
• Trainers practice or performance
• Suitability of learner

Trainers, Tutors and IQA’s can complain or provide feedback on any aspect of their experience with Shoots. This could include, but is not limited to:-

• Access to support and guidance
• Access to internal verification
• Administrative issues
• Insufficient time to undertake the function
• Access to support and guidance

Customers have a right to express dissatisfaction with the services they receive and can expect to be treated fairly and without discrimination. The Company has an Equality & Diversity Policy that covers all aspects of equality.

Stage 1: Informal comments & Feedback

Shoots values and seeks feedback from employers and learners on a regular basis. This can be gathered through reviews, discussions, surveys, or meetings. Any constructive feedback should be shared directly with your usual contact, who will investigate and respond to your feedback within 5 working days.

Stage 2: Formal complaints

A person wishing to make a formal complaint can do so by speaking directly to your usual contact or by e-mailing the Training Manager donna.brown@shootstraining.co.uk.

You will receive a confirmation email within 3 working days confirming receipt of your complaint. The details will be referred to the relevant senior Manager to investigate thoroughly and a response to the complaint will be issued within 15 working days of receipt. Should more time be required to investigate the details of the complaint, the person making the complaint will be contacted accordingly.

Stage 3: Appeal

If you are not satisfied with the outcome of your complaint, you can appeal the outcome to the Director of Quality and Audit within 10 working days. Kelly.medley@shootstraining.co.uk

Shoots aim to resolve complaints quickly, fairly and effectively. We will:

• Aim to put things right quickly for our customers when they go wrong
• Keep our customers informed of the progress of their complaint and the results of any investigation
• Seek to learn from each complaint to improve future performance
• 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

Escalation to the Awarding Organisation

If a learner is not satisfied with the outcome of their appeal or complaint after following the Centre’s internal procedures, they have the right to escalate the matter to the relevant Awarding Organisation. Details of how to contact the Awarding Organisation and its appeals/complaints process will be provided upon request.

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 our appeals procedures, which we can advise you on. For all other issues and grievances, use this Complaints Procedure.

Details of complaints and any related investigations will be recorded on our company cloud and used for purposes of continuous improvement of our services and products. We will log if complaints or feedback have been upheld / not upheld or partially upheld. Details of complaints and feedback  will only be shared internally with Shoots employees, however in some circumstances details may be shared with external parties. Before any information is shared we will inform the person making the complaint of this, however in extreme circumstances, Shoots reserve the right to share information when needed without permission, for example if the complainant or others are at risk of harm.

Signed for on behalf of Shoots

Sam King, CEO