Complaints Policy



Complaints Policy

Chiltern Training is committed to providing a quality service for all learners, employers and stakeholders. One of the ways in which we can continue to improve our service is by listening and responding to the views of learners, employers and stakeholders.

Chiltern Training will thoroughly investigate any complaint, whether informal or formal, relating to the day-to-day operation of CTL and the standards of service we provide.

Areas excluded from this policy are:

Assessment decisions or examination results where other forms of redress are more appropriate (see your Candidate handbook).

Employment issues which are covered by staff Grievance Procedures.

If you have a complaint about any aspect of Chiltern’s operations please let us know by following the complaints procedure below.

  • Discuss the problem with the member of staff concerned. For those individuals who are unsure as to whom to contact in the first instance they should contact the Reception desk of CTL who will direct you to the relevant Manager to deal with the issue. See Informal Complaints below.
  • If you are not happy with their response, talk to the Managing Director, Katy Edwards, CTL, telephone 01189 566995, email This e-mail address is being protected from spambots. You need JavaScript enabled to view it
  • Written complaints can be sent to Katy Edwards, Managing Director, Chiltern Training, 15 Station Road, Reading, Berkshire RG1 1LG. Any letter submitted should clearly set out the circumstances of the complaint. See Formal Complaints below.

  • In most instances informal complaints will not receive a formal written response but nevertheless must be dealt with promptly. Responsibility for the prompt follow up of informal complaints will lie with the relevant manager. The manager should endeavour to resolve the complaint but should refer it if it is evident that a resolution is not likely to be met. This should be done to prevent it becoming a more serious matter.

  • Every learner & employer must be made aware of their right to complain about unreasonable behaviour or failure by CTL staff or trainees.

  • No matter how insignificant staff may consider a complaint, it is essential that all complaints are taken seriously and are perceived by the complainer to be taken seriously.

  • Formal complaints should be submitted in writing and addressed to Katy Edwards, Managing Director (Chiltern Training Ltd, 15 Station Road, Reading, Berkshire RG1 1LG).

  • Any other member of staff receiving a formal letter of complaint must pass the complaint to the Managing Director on the day of receipt together with any additional information they may hold on the incident. This may help to speed up the response time.

  • A written acknowledgement will be sent within five working days and the details logged on the Complaints Log book for checking and reporting purposes. All correspondence will be filed securely.

  • Any letter submitted should clearly set out the circumstances of the complaint, any individuals or witnesses involved and any relevant dates or times.

  • Where possible, and to provide the greatest opportunity for the complaint to be actioned, complaints should be submitted in a timely fashion in order to facilitate a resolution.

  • Complaints will be investigated fairly and quickly with the intention of satisfactorily resolving the matter, identifying the causes and symptoms and upholding or rejecting the complaint for the benefit of all involved.

  • A considered view on the complaint will be made by a member of the Senior Management Team. They will ensure that a detailed response with evidence is sent to the Managing Director within the prescribed timescale where appropriate.

  • The Managing Director will respond in writing within fifteen working days from the date of the receipt of the complaint, detailing of the outcome of the investigation.

  • If the complainant remains dissatisfied or aggrieved or in disagreement with the decision made or reasons given, they may appeal against the decision. A complainant has ten working days in which to submit an appeal. The reason for the appeal should be clearly stated in writing and sent to the Managing Director.

  • A written acknowledgement will be sent by the Managing Director within five working days.

  • The Appeal Panel will consist of at least two members of the Senior Management Team who were not involved in dealing with the original complaint. They will consider all the documentation available relating to the issues raised. The Appeal Panel will respond within fifteen working days from the date of the receipt of the appeal. If the review of the complaint is going to take more than fifteen working days, the Managing Director will send a further holding letter. The decision at the end of this stage is final and will be communicated in writing.

  • If CTL cannot settle the complaint to the satisfaction of the person involved, then a complaint may be referred to The Education Skills Funding Agency. Please note the ESFA does not deal with complaints about employment issues (for example, a problem with your contract if you’re working as an apprentice). You must contact the ESFA within 12 months after the issue happened. Email or post your complaint to the ESFA complaints team.

The Procedures

There are three main areas of the complaints policy and procedures; informal complaints, formal complaints and appeals. There is a separate simplified Complaints Procedure document which clearly lays out who to contact and the process:


Informal Stage

Formal Complaints


ESFA complaints team
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Complaints team 
Education and Skills Funding Agency 
Cheylesmore House 
Quinton Road 
CV1 2WT 

The ESFA will reply to let you know what will happen next.

If you're unhappy with the ESFA reponse.

You can contact the Department for Education if you’re unhappy with how the ESFA has dealt with your complaint.