Higher Education Corporation Degree Apprenticeships Employer Complaints Procedure

This policy sets out the complaints process for employers we work with to deliver apprenticeships.

A complaint under this policy is defined as a specific concern regarding the standard of service in relation to apprenticeship provision provided by, or on behalf of, Anglia Ruskin University.

To avoid duplication, it should be agreed (where possible) whether to submit an employer complaint or a student complaint in relation to any issue.

Our approach to complaints

The intention of our complaints policy is to:

  • resolve concerns at the earliest possible opportunity;
  • provide a clear procedure for escalating concerns if required;
  • ensure that processes for complaints and disputes are fair, transparent and timely.

You must submit your complaint as soon as possible and within the timeframes set out within this policy. This is to ensure we can investigate your complaint effectively.

We see early resolution as an important part of our complaints process any concerns should be raised with us immediately so that we can discuss them with you at an early stage and prevent matters from becoming more complex.

We will normally be unable to investigate any complaints or concerns which are made anonymously.

In the event of a dispute arising between the University and the employer, or between a subcontractor and the employer, the parties shall discuss in good faith, aiming to find a resolution to the dispute. For the University, the initial point of contact is the First Contact named on your Written Agreement, or the Head of Degrees at Work at (01245 686707 or degreesatwork@anglia.ac.uk.

The First Contact or Head of Degrees at Work will be in contact to discuss your complaint directly or if more appropriate arrange for an appropriate colleague at the University to discuss the issues or concerns directly with you.

The aim will be to complete early resolution within twenty working days. If early resolution can't be reached, the member of staff will provide you with a written outcome.

Stage 1: Formal Complaints

If we can’t address your complaint through early resolution, you can make a formal complaint. You need to do so within 20 working days of completing early resolution.

You should put your formal complaint in writing and send it to degreesatwork@anglia.ac.uk.

It should set out the following:

  • that it is a formal complaint;
  • details of the complaint or dispute;
  • relevant documentation;
  • details of the early resolution process;
  • requested resolution.

The Head of Degrees at Work will be responsible for appointing an investigator. The investigator will review all the information submitted and will be in touch with you to discuss your concerns

A written response should be sent within twenty working days of receiving the complaint. If this is not possible, the investigator will let you know the revised date and explain the reason for the delay.

The written response will set out the outcome of your complaint and provide an explanation of the reasons.

As part of the process mediation may be offered. If mediation is offered the timescales for resolution of the complaint will be revised.

Stage 2: Reviewing our Decision

If we can’t resolve your complaint at the formal stage you can ask for a review of our decision. You need to do this within 20 working days of the investigator’s final response.

You can ask for a review of your complaint on the following grounds:

  • maladministration;
  • the outcome reached at the Formal Complaint stage was not reasonable;
  • new evidence not submitted for good reason at stage one.

You will need to email your request for review to complaints@anglia.ac.uk.

You will need to set out that this is a Request to Review and the reasons for your request.

Our Degree Apprenticeship Steering Group will appoint an investigator with no previous involvement in the issue. The investigator will review all the information submitted and will be in touch with you to discuss your concerns.

A written response should be sent within twenty working days of receiving the complaint. If this is not possible, the investigator will let you know the revised date and explain the reason for the delay.

The written response will set out the outcome of your complaint and provide an explanation of the reasons.

A written response will be issued within twenty working days.

Complaints adjudicator

If, after exhausting this process you are still not satisfied, you can escalate your complaint to the Complaint Adjudicator at the Education and Skills Funding Agency (ESFA).

Email: complaints.esfa@education.gov.uk

Phone: 0370 000 2288

Address: Customer Service Team, Education and Skills Funding Agency

Cheylesmore House, Quinton Road, Coventry, CV1 2WT

Please note that the ESFA will not usually investigate complaints more than twelve months after the original decision or action was taken.