1. Introduction
1.1 AMCAS Training Ltd is committed to maintaining the highest levels of service and training standards for all candidates. Unfortunately, there may still be occasions when candidates are unhappy with their training experience and wish to make a complaint. In these circumstances AMCAS Training Ltd will strive to provide a fair and prompt resolution to any problem reported.
2. Definitions
2.1 A complaint is considered distinct from reports of malpractice, whistleblowing, appeals and employment disputes. The definitions of these are given below. If required, further advice can be provided by contacting Mr Alan Manship.
Complaint:
Any concern expressed by a candidate or customer/client, relating to a personal grievance over services or training received or expected from AMCAS Training Ltd and its employees.
Whistleblowing:
A disclosure by an individual concerning an act of malpractice or the covering up of malpractice. Whistleblowers are usually employees and may report their concerns direct to AMCAS Training Ltd or to the Awarding Organisation (CIEH).
Malpractice:
Any deliberate activity, neglect, default or other practice that compromises, or could compromise the assessment process, the integrity of a regulated qualification or the validity of a result or certificate. Malpractice can be reported by any individual to AMCAS Training Ltd or to the Awarding Organisation (CIEH).
Appeal:
Any concern or objection that relates to an assessment result or other decision.
Employment Dispute:
Any concern that relates to a worker’s employment position or contract.
3. How to complain
3.1 Complaints must be made in writing to Mr Alan Manship, Clarice House, 78 Manor Gardens, Warminster, Wiltshire BA12 8PW. Complaints that are not made in writing may not be dealt with and are not subject to the procedures produced here.
3.2 The complainant should provide their name, contact details, confirmation of their training course and full details of their concerns.
4. What we will do
4.1 Mr Alan Manship will assume responsibility for handing the complaint and create a record. A written or emailed response will be provided within 10 working days to acknowledge and confirm that the complaint has been received.
4.2 The complaint will be reviewed. All associated individuals and remedial actions will be identified. The complainant may be contacted at this point for further information.
5 Our response
5.1 AMCAS Training Ltd will aim to provide a full response to the complainant along with confirmation of any corrective actions deemed necessary within 30 working days. If a resolution is not possible within this timeframe, an update will be provided with an estimated completion date.
5.2 Though the response to the complaint will provide all possible, relevant information, specific details, such as those relating to disciplinary actions, may be withheld.
6 Appeals
6.1 Once a resolution and final report has been provided to the complainant, the complainant has the option to appeal any decision made if dissatisfied with the outcome. The complainant must make their appeal within 10 working days in writing or by email to Mr Alan Manship, Clarice House, 78 Manor Gardens, Warminster, Wiltshire BA12 8PW providing full details of their concerns and basis for appeal.
6.2 AMCAS Training Ltd will provide a written or emailed response to the appeal within 10 working days. If the appeal has not been successful, no further appeals will be considered.
6.3 If the complainant remains dissatisfied after making an appeal – or at any time within the process of making a complaint – the complainant may refer their concerns to the Awarding Body Organisation (Highfeild) or Office of the Qualifications and Examinations Regulator (Ofqual), who will consider if there are grounds to investigate and will respond accordingly, but their decision will be final:
Highfield Awarding Body for Compliance
Highfield House, Heavens Walk, Lakeside, Doncaster, DN4 5HZ
Phone: 0845 2260350 Email: info@highfieldabc.com
The Regulators (England)
Office of the Qualifications and Examinations Regulator (Ofqual)
Spring Place, Coventry Business Park, Herald Avenue, Coventry CV5 6UB
Switchboard: 0300 303 3344 (Monday to Friday, between 08:00 and 17:30)
Email: info@ofqual.gov.uk
The Regulators (Wales)
Department for Education and Skills (DfES)
Welsh Assembly Government, Cathays Park, Cardiff CF10 3NQ
Phone: 0300 0603300 or 0845 010 3300 (English)
0300 0604400 or 0845 010 4400 (Welsh)
Email: webmaster@wales.gsi.gov.uk
