1. Policy Purpose
The purpose of this policy is to establish a clear, fair, transparent, and accessible process for the receipt, investigation, and resolution of complaints relating to the services, training provision, assessment activities, and operational conduct of SCTNI Limited. The organisation is committed to maintaining high standards of quality and professionalism and recognises that complaints provide valuable feedback that supports continuous improvement. This policy ensures that concerns are handled promptly, consistently, and without prejudice, while safeguarding the rights and interests of learners, staff, employers, and partner organisations.
2. Scope
This policy applies to all learners, prospective learners, employers, clients, contractors, staff, awarding organisations, and members of the public who wish to raise concerns regarding any aspect of SCTNI Limited’s activities. It covers complaints relating to course delivery, assessment and quality assurance, learner support, customer service, administration, facilities, staff conduct, equality and fairness, certification processes, or any failure to meet stated policies, procedures, or contractual obligations. This policy does not replace or override formal academic appeals or malpractice investigations, which are managed under separate procedures, although concerns may be redirected where appropriate.
3. Policy Statement
SCTNI Limited is committed to resolving complaints in a manner that is respectful, impartial, and proportionate. The organisation will treat all complaints seriously and will seek to resolve issues at the earliest opportunity through open dialogue and constructive engagement. Individuals raising concerns will not be disadvantaged, penalised, or treated unfavourably as a result of making a complaint in good faith. All matters will be investigated objectively, with decisions based on evidence and consistent with regulatory and legal obligations.
4. Principles
Complaints will be handled confidentially and sensitively, with information shared only with those directly involved in investigating or resolving the matter. The process will be accessible and straightforward so that individuals can raise concerns without unnecessary barriers. SCTNI Limited will ensure that investigations are conducted fairly and that outcomes are communicated clearly and within reasonable timescales. Where errors or service shortcomings are identified, the organisation will take appropriate corrective and preventative action to reduce the likelihood of recurrence. The centre views complaints not only as issues to be resolved but also as opportunities to improve the learner experience and operational effectiveness.
5. Responsibilities
Overall responsibility for the effective implementation of this policy rests with the Centre Director or Centre Manager, who will oversee investigations and ensure that outcomes are fair and compliant. Managers and quality personnel may be delegated responsibility for investigating complaints within their area of oversight. All staff members share a responsibility to respond professionally to concerns, cooperate fully with investigations, and support timely resolution. Administrative staff are responsible for logging complaints, maintaining records, and monitoring timescales to ensure appropriate follow-up.
6. Raising a Complaint
Individuals are encouraged, where appropriate, to raise concerns informally in the first instance with the relevant tutor, assessor, or member of staff, as many issues can be resolved quickly through discussion and clarification. Where informal resolution is not possible or appropriate, a formal complaint may be submitted in writing by email, letter, or other accessible format. Complaints should include sufficient detail to allow the matter to be understood and investigated, including the nature of the concern, relevant dates, and any supporting evidence. Assistance will be provided to individuals who require support in submitting a complaint, including those with additional needs or language barriers.
7. Acknowledgement and Investigation
Upon receipt of a formal complaint, SCTNI Limited will acknowledge the matter promptly and will begin an investigation proportionate to the seriousness and complexity of the issue. Investigations will normally involve reviewing documentation, interviewing relevant parties, and considering evidence from all sides. The organisation will ensure that the investigation is impartial and that the person responsible for reviewing the complaint has not been directly involved in the matter being raised. Every effort will be made to complete investigations within reasonable timescales, and where delays occur, the complainant will be kept informed of progress.
8. Outcomes and Resolution
Following investigation, SCTNI Limited will provide a clear written response outlining the findings, any conclusions reached, and the actions to be taken where appropriate. Where a complaint is upheld, the organisation will take steps to remedy the issue, which may include corrective action, service improvements, staff guidance or training, or other proportionate measures. Where a complaint is not upheld, the response will explain the rationale for the decision and the evidence considered. The aim in all cases is to provide a fair and transparent outcome that addresses the concerns raised.
9. Escalation and Appeals
If a complainant remains dissatisfied with the outcome of a formal complaint, they may request a review of the decision. The review will be conducted by a senior manager or other appropriate person not previously involved in the investigation to ensure independence and fairness. Following completion of the internal process, learners or clients may, where relevant, escalate unresolved matters to the appropriate awarding organisation or external body in accordance with that organisation’s procedures. SCTNI Limited will cooperate fully with any external review.
10. Confidentiality and Protection from Detriment
All complaints will be handled with appropriate confidentiality, and information will only be disclosed on a need-to-know basis for the purpose of investigation or resolution. SCTNI Limited strictly prohibits victimisation or retaliation against any individual who raises a concern in good faith. Any such behaviour will be treated seriously and may result in disciplinary action.
11. Equality and Accessibility
SCTNI Limited is committed to ensuring that the complaints process is accessible, inclusive, and free from discrimination. Reasonable adjustments will be made to accommodate individual needs, including alternative communication formats or additional support where required. All complaints will be treated equitably and without bias.
12. Records and Monitoring
A record of all formal complaints will be maintained securely and in accordance with data protection legislation. Records will include the nature of the complaint, actions taken, outcomes, and any lessons learned. Complaints data will be reviewed periodically to identify trends, inform quality improvements, and support continuous enhancement of services. The organisation uses this information proactively to strengthen systems and prevent recurrence of issues.
13. Malicious or Vexatious Complaints
While SCTNI Limited encourages open and honest feedback, the organisation reserves the right to address complaints that are deliberately malicious, abusive, or repeatedly vexatious. In such circumstances, the centre may limit further engagement where it is reasonable to do so while still ensuring fairness and proportionality.
14. Monitoring and Review
This policy will be reviewed annually and updated as necessary to reflect changes in regulation, awarding organisation requirements, or organisational practice. Feedback from learners, staff, and quality assurance activity will inform continuous refinement of the complaints process.
15. Contact Details
Complaints or queries relating to this policy should be directed to SCTNI Limited by telephone on 028 7077 0078 or by email at info@sctni.co.uk. Complaints may also be submitted in writing to the centre’s registered address.