Complaints

Summary

This policy details the actions to be taken by the Learner, Employer, Main Provider and TRCC should they feel they have not received the appropriate level of service or grade from TRCC and wish to make a complaint or appeal.

Complaints
TRCC will endeavour to get satisfactory resolution relating to the complaint.

TRCC will deal with all complaints fairly and impartially in line with our Equality and Diversity Policy. 
All complaints will be responded to within 28 days.

Process

Stage 1
In the event of a Learner, Employer or Main Provider making a complaint, they will be directed to 
email the TRCC Centralised Services Manager with full details of the complaint. This should be done as soon as possible after the event and within 28 days of the notification of results.
Should the complaint be received more than 28 days after the notification of results, the complaint 
will be investigated at the discretion of the Head of Quality & Compliance. 

Upon receipt of the complaint, the Centralised Services Manager will acknowledge receipt and pass the details to the Head of Quality & Compliance. 

The Head of Quality & Compliance will request further information or evidence regarding the 
complaint, if required.

If a decision is made to proceed with an investigation, this will be conducted fully and fairly and a 
report into TRCC’s finding will be issued within 28 days of receipt of the complaint.
Where a complaint is upheld and TRCC has made an error, this will be rectified, an apology issued,
and action will be taken to prevent the cause of the error from happening again.

If the Head of Quality & Compliance finds that TRCC is not at fault, the complainant will be notified in writing with a full explanation.

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Stage 2
If the Learner, Employer or Main Provider be unhappy with the outcomes of the complaint, they can 
appeal.
The Head of Quality & Compliance will convene a meeting of the Governing Group as soon as 
possible to further review the complaint. An Independent Reviewer will review the complaint.

The results of this review will be communicated to the Learner, Employer or Main Provider within 7 
days of the Governing Group meeting.

The decision of the Governing Group and Independent Reviewer will be final.

Copies of all complaints, investigations, findings and correspondence will be stored within TRCC 
records.

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