Complaints policy

Aims and scope

This document outlines our approach and procedure to ensure that all complaints are fully investigated and to determine the cause. It is also to determine the correct action is taken to prevent reoccurrence.

Waverley Training Services (WTS) are always willing to listen and discuss any questions that you have regarding our service and would hope to resolve any issues arising before being escalated to a complaint.

This procedure will apply to all formal complaints received from a stakeholder.

Should a resolution not be found, this policy outlines the process and measures for resolving and managing complaints related to services offered by WTS.

Our Complaints policy will:

Explain how a complaint should be made.
Specify what information should be included.
Describe how complaints will be handled, including timeframes.
Refer to any route of appeal or independent appeals process.

As part of Waverley Borough Council (WBC), WTS endorse WBC Complaints policy. However, for instances relating directly to the quality of services provided by WTS, please follow the process outlined below.

Purpose

The purpose of this document is to provide support, clarification and guidance on complaints including the process and reporting and relevant contact details. For the purpose of this policy and procedure a complaint is defined as:

“a written or spoken statement in which someone says that somebody has done something wrong or that something is not satisfactory”

Oxford Dictionary

Process

The process of making a complaint is divided into three stages to ensure that there is an escalation process in place making the complaints process a fair practice in dealing with the complaint.

A complaint can be made in the following ways:

Verbally by calling 01252 725872 and requesting to speak to the Teaching and Learning Manager
Via email to the Teaching and Learning Manager
In writing to the Teaching and Learning Manager to the following address: Waverley Training Services, Farnham Memorial Hall, Babbs Mead, Farnham, Surrey, GU9 7EE.
If the complaint has been made verbally, it will be requested to be submitted in writing to the Teaching and Learning manager.

Please see the three stages to our complaints process below:

Stage 1 – Teaching and Learning Manager

Initially you need to inform the Teaching and Learning Manager of the problem, explaining what the complaint is about. This can be done verbally or in writing. If your complaint is of a sensitive nature, you have the option to go straight to stage 2. Your complaint will be logged into the complaints file and you will have a response within 5 working days. To make a complaint, please contact:

Teaching and Learning Manager: krystel.rajewski@wts.org.uk

Stage 2 – Centre Manager of WTS

If the Teaching and Learning Manager is unable to resolve your complaint to a satisfactory level, then you can take the complaint to the Centre Manager of WTS. This can be done verbally or in writing and must be done within 7 working days of receipt of the stage 1 outcome. The Centre Manager will review, investigate and give their response to you in writing within 7 working days.

Centre Manager: Adele.O'Sullivan@wts.org.uk

Stage 3 – Assistant Director of Commercial Services at Waverley Borough Council

If the Centre Manager of WTS is unable to resolve your complaint to a satisfactory level, then you can take the complaint to the Assistant Director at Waverley Borough Council. This must be done in writing and a copy sent to WTS Centre Manager. The Assistant Director will review, investigate and give their response to you in writing within 7 working days.

Assistant Director: Kelvin.Mills@waverley.gov.uk

Please note:

In the unlikely event that a complaint remains unresolved, when stage 3 has been concluded and the result is still unresolved, the Learner or employer will be signposted for further support to the Department for Education (DfE) complaints team for escalation.

Version: 2

Publication Date: September 2025

Review Date: September 2026