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Complaints Procedure

Vocational Training Services (VTS) recognises that on occasions, learners or clients may wish to seek redress for grievances relating to training, assessment or service provided. In this respect, it is the company's policy to encourage free communication between learners, clients and the staff of VTS. Should any such problems arise, VTS will take prompt action to resolve the matter. The following describes the action to be taken by learner or client:

Complaint raised by Learner

Step 1
In the first instance:
The learner should discuss the issue with the VTS officer, or if appropriate,
their mentor to try and reach an agreed solution. This should be done within 7
working days of the issue arising.
If after 7 working days the issue remains unresolved.
You will need to commence step 2.

Step 2
The learner should immediately contact the VTS office. At this stage a formal
complaint will be raised and recorded on Customer Complaints Form F-CC-01.
The Area Manager will then endeavour to resolve the
situation within 7 working days.
If after 7 working days the learner is dissatisfied with the decision or resolution
proposed by VTS.
You will need to commence step 3.

Step 3
The VTS General Manager will be given 7 working days to resolve the issue,
if however the issue remains unresolved after 7 working days.
The General Manager will advise the learner of authorities or committees where
the unresolved issue may be further addressed. If no satisfactory outcome is agreed, the Learner can escalate the complaint to NOVA (NOVA Complaints Procedure P-40) available upon request from VTS

Complaint Raised by Customer

Step 1
In the first instance:
The client should discuss the issue with their VTS officer to try and reach an
agreed solution. This should be done within 7 working days of the issue arising.
If after 7 working days the issue remains unresolved.
You will need to commence step 2.

Step 2:
The client should contact the VTS Area Manager / Internal Verification Co-ordinator.
Who shall be given 7 working days to resolve the issue?
If after 7 working days the client is dissatisfied with the decision or resolution
proposed by VTS.
You will need to commence step 3.

Step 3:
The General Manager will be given 7 working days to resolve the issue.
If however the issue remains unresolved after 7 working days, the General Manager will advise the client of authorities or committees where the unresolved issue may be further addressed.
If no satisfactory outcome is agreed, the Learner can escalate the complaint to NOVA (NOVA Complaints Procedure P-40) available upon request from VTS

Appeals Procedure

Throughout your learning programme, you will be given opportunities to confirm whether you consider the assessment process to be fair. There may be an occasion where you disagree with an assessment decision and you should use the following steps to make your appeal:

STEP 1
Discuss your concerns with your assessor. Your assessor should be able to clearly
explain to you, how she made the assessment decision.
If the situation remains unresolved, you need to commence Step 2.

STEP 2
You need to write to your VTS internal verifier, explaining why you disagree with the
assessment decision.

Please ensure that you also provide the following details in your letter:

  • Your full name and address
  • Your enrolment number
  • The name of your assessor
  • The name of your workplace
  • The Name and Level of the NVQ you are being assessed for

You need to address your ‘Private & Confidential' letter to:

Name of Internal Verifier
VOCATIONAL TRAINING SERVICES
648-656 London Road
Westcliff on Sea
Essex, SS0 9HR

You will be contacted by your internal verifier within 7 working days of receipt of your letter.

If the matter remains unresolved after a total of 14 working days, from the receipt of your letter, you will need to commence Step 3:

STEP 3
You should write to Mrs Gail Cooksey, Managing Director of VTS (at the above address), who will organise a meeting of the VTS grievance panel which comprises of; General Manager, Internal Verification Co-ordinator, Area Manager and the Internal Verifier team. The decision made by the panel will be sent to you in writing within 14 days of receipt of your second letter. You will also be given contact details of the Awarding Body, should you still feel that the matter remains unresolved.