Complaints

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Partners in Training – Complaints & Appeals Process

Complaints


Introduction
PIT is committed to delivering a quality service at all times. However, we accept that
occasionally things can go wrong. This policy and procedure describes how Endorsed Providers, learners and the public may make a complaint to PIT if they are dissatisfied with any aspect of our service. If you encounter a level of service that you feel does not meet your expectations, we would like to hear from you. Equally, if you are pleased with the services offered, or have a suggestion on how we might improve our services, please let us know.

This complaints policy does not cover any appeals against a decision made by PIT
pertaining to a judgement made on an endorsed programme submission or any quality assurance judgement made on an Endorsed Provider programme. Instead, any enquiry or appeal should be made by referring to the PIT Appeals Policy and submitted to PIT using an Appeals Form.


PIT Complaints Procedure
Making a complaint against PIT

If you have a complaint regarding any aspect of the service you have received from PIT, please contact us as soon as possible to enable us to try to resolve the issue quickly. If, having contacted us directly, you are still dissatisfied, please send us a written complaint, using the PIT Complaints Form. Complaints against a PIT Endorsed Provider


It is PIT’s role to ensure fair play and the integrity of all aspects of endorsed training,
however in the first instance complaints by learners regarding endorsed continuing
professional development (CPD) training must always be directed to the Endorsed
Provider following their own internal complaints procedure. PIT will investigate learner complaints only with evidence that this process has been followed. If having followed their process you are still dissatisfied, please send us a written complaint, using the PIT Learner Complaint Form.


Learners whose complaint relates to a qualification offered by an Endorsed Provider
must contact the appropriate Awarding Organisation, whose responsibility it is to monitor their accredited centres and deal with any complaints.
If an approved centre or customer feels that they have encountered a level of service that is below their expectations, that concern should be raised with TQUK immediately. If preferred, a centre, learner or customer can request to speak to a TQUK Manager. If this is not possible, or if the help provided by the manager is not satisfactory, a written complaint can be provided within 2 weeks of the event taking place that the complaint is regarding. TQUK will acknowledge receipt of a complaint within 48 hours, with details of who is investigating the complaint. TQUK will investigate any complaint within 10 working days. If a complaint is more complex, or involves people who are not available at the time, this may be extended to 15 working days.


Should a complaint not find a resolution hen the party involved may contact Ofqual
Ofqual
Spring Place
Herald Avenue
Coventry
CV5 6UB
Email complaints@ofqual.gov.uk
Contact form https://www.smartsurve…
Telephone 0300 303 3344
The PIT Professional Development Mana

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