CUSTOMER SERVICE

At Baltic Apprenticeships, we strive to provide the highest quality training and support to our apprentices. We understand that, occasionally, concerns or issues may arise. We are committed to addressing these matters promptly, fairly, and confidentially. This feedback and complaints policy outlines our procedures for handling complaints and dealing with feedback raised by apprentices or their employers.

1.1. Purpose of Feedback

We encourage apprentices and employers to provide feedback on their experiences throughout their apprenticeship journey. Feedback helps us identify areas of improvement and ensures that we maintain the level of service we are committed to delivering.

1.2. Feedback Channels

Apprentices and stakeholders can provide feedback through the following channels:

1. Written feedback via email or letter
2. Feedback forms on our website
3. Telephone conversations

1.3. Feedback Process & Handling 

All feedback will be handled by the relevant team or department and passed on to our Customer Care team to log and ensure appropriate action is taken. Apprentices and stakeholders should provide clear and concise feedback by including the following information:

1. Name and contact details of the individual providing feedback.
2. Detailed feedback with relevant information
3. Suggestions for improvements or solutions (if applicable)

2.1. Purpose of Complaints 

A complaint is defined as any expression of dissatisfaction, made verbally or in writing, by an apprentice or their employer regarding any aspect of the training or services provided by Baltic Apprenticeships.

2.2. Scope of the Policy 

This policy applies to all apprentices and employers associated with Baltic Apprenticeships. It covers complaints related to the training programme, teaching methods, assessment practices, administrative processes, staff behaviour, or any other matter related to the apprenticeship training experience.

2.3. Complaints Procedure 

a) Informal Stage
We encourage apprentices and employers to resolve concerns informally in the first instance. This may involve discussing the issue with the relevant Apprenticeship Coach or Account Relationship Manager. The aim of this stage is to address the concern promptly and resolve it amicably.

b) Formal Stage
If the issue remains unresolved after the informal stage or if the nature of the feedback is serious, the complaint should be taken to a formal stage. A Complaint Investigation Form should be completed to detail the following:

• Name and contact details
• A clear and concise description of the complaint, including relevant dates, times, and locations.
• The preferred resolution and desired outcome of the complaint

2.4. Complaints Procedure 

Complaints can be made via telephone, email or in writing using the following:

Email: customercare@balticapprenticeships.com
In Writing: Customer Care, Baltic Apprenticeships, Pioneer House, Pioneer Court, Darlington, DL1 4WD

2.5. Complaints Investigation

Upon receipt of the Complaint Investigation Form, the Customer Care team will conduct a thorough and impartial investigation into the complaint, which may involve gathering relevant information, interviewing involved parties, and reviewing relevant documentation.

2.6. Complaints Resolution 

Once the investigation is complete, Customer Care will provide a written response to the complainant, outlining the findings and any actions taken or proposed to address the complaint. This response will be issued within 14 working days of the complaint receipt.

2.7. Appeal Process

a) Internal Appeal
If the complainant remains dissatisfied with the outcome of the formal complaint, they may request an internal appeal. Appeals should be made within 14 working days of the date the outcome was communicated. Internal appeals will be escalated to the Head of Business Improvement who will acknowledge within 2 working days and respond formally within 14 working days.

a) ESFA Escalation
If the complainant remains dissatisfied following an internal appeal, the final point of escalation is the Education and Skills Funding Agency (ESFA). A complaint can be made via the Apprenticeship Support Service on 08000 150600, or email at: helpdesk@manage-apprenticeships.service.gov.uk.

The ESFA will investigate complaints in respect of:

• The quality, management or experience of education and training
• Undue delay or non-compliance with published procedures
• Poor administration by the provider
• Equality and diversity issues

All complaints and personal information shared during the complaints process will be treated with the utmost confidentiality, in line with applicable data protection regulations.

We value complaints as an opportunity to learn and improve our services. Anonymous feedback will also be taken into consideration for process improvements. Complaints data will be analysed periodically to identify patterns, trends, and areas for improvement.

This complaints policy will be made readily available to all apprentices and employers. It will be communicated during the induction process, posted on our website, and included in any relevant training materials.

This policy will be reviewed annually or as deemed necessary by Baltic Apprenticeships. Any updates or amendments will be communicated to all relevant parties.