Introduction

This document sets out Spikey U complaints policy and procedure and is aimed at our learners and all interested parties who encounter a direct or indirect service from Spikey U. Spikey U values our learners who undertake one of our programmes of study and, therefore, it is important should you feel that you have encountered a level of service that is below both yours and our expectations that you raise any concerns you may have with us immediately so that we may address them and learn lessons appropriate to improving service level expectations.

Scope

This policy covers complaints that learners and members of the public may wish to make in relation to the training offered by Spikey U. It is not to be used to cover enquiries about services offered by Spikey U.

If you are unhappy about the way an examination or assessment was delivered or conducted and you suspect malpractice and/or maladministration may have occurred, you should send your concern to us in accordance with the arrangements as stated in our Malpractice & Maladministration Policy. This should occur as soon as possible to protect any associated evidence that may form part of your complaint.

Spikey U responsibility

We advise that our staff and learners involved in the management, assessment and quality assurance of our training, are aware of the contents of this policy and their individual responsibilities in relation to this.

How should I complain?

Stage 1 “Informal resolution”

All Spikey U staff are trained to support our customers and are all keen to help, so you should first try to sort out any problem at the earliest opportunity by speaking to the person who dealt with, or is the cause of your issue/complaint.

Stage 2 “Formal compliant”

If stage 1 is not possible, or if you are not satisfied with the outcome provided by this member of staff, please send written confirmation of your complaint detailing all aspects (including any evidence and communications already received) using Contact form at https://spikeyu.com/contact. Our Compliance team will email you acknowledging receipt of your complaint within 2 working days and will respond within a solution/outcome within 20 working days. Where it is not possible to offer a solution within 20 working days you will be notified of the rationale and the expected timescale for the response to be provided.

Please, always say what you feel needs to be done to put things right for you.

Stage 3 “Appeal”

if you are not satisfied with the outcome provided by our Compliance team please send written confirmation of your complaint detailing all aspects (including any evidence and communications already received) for “Review” using Contact form at https://spikeyu.com/contact. . You must indicate what needs to be done to put things right for you.

Our Compliance team will email you acknowledging receipt of your complaint within 2 working days and will arrange an independent review of the case by a relevant member of our staff. He/she will respond within an outcome within 10 working days.

Confidentiality and whistle blowing

Sometimes a complainant may wish to remain anonymous, however, it is always preferable to reveal your identity and contact details to support a comprehensive review/investigation. If you are concerned about possible adverse consequences, please inform us that you do not wish to divulge your identity.

What happens if my complaint is upheld?

If any part of your complaint is upheld we will of course respond to the complainant accordingly and give due consideration as to how we can improve our service and arrangements. For example, reviewing our procedures and actions to evaluate the need/impact of any required changes to our existing arrangements and assessment processes (if relevant), or the need for additional for staff training. In extreme circumstances, internal disciplinary procedures may be exercised where the performance or behavior of our staff is deemed inappropriate.