Enquiries, Complaints & Appeals

The following policy and procedure sets out how MVA Training Ltd will manage enquires, complaints and appeals, and in doing so, the policy applies to learners, purchasers, suppliers and awarding bodies.

1. introduction

1.1 This policy and procedure is established for the benefit of all existing or potential customers, including Learners, and is provided to deal with Enquiries, Complaints and Appeals relating to training and services provided by MVA Training Ltd.

1.2 MVA Training Ltd will aim to settled any enquire, complaint or appeal quickly through amicable dialogue. Where this proves insufficient to meet the expectations of the parties involved, the following policy will be applied.

2. enquiries

2.1 Enquiries include any contacts made to MVA Training Ltd regarding our training courses, consultation services or other business activities.

2.2 MVA Training Ltd aim to acknowledge all enquires within 48 working hours of the contact being made. Working hours are considered Monday to Friday, 09:00 to 17:00. Public holidays and weekends are not included in our hours of operation.

2.3 We aim to have answered all enquires within 5 working days of acknowledgement. Where this is not possible, the party concerned shall be notified.

3. complaints

3.1 Complaints may be raised by a learner, purchaser or supplier, and may relate to:

3.1.1Content of a course

3.1.2Conduct of a trainer

3.1.3Assessment process

3.1.4Alleged miss-selling or unfair eligibility conditions

3.1.5Failing to make reasonable adjustments to a course including in relation to:

3.1.5.1A person’s physical ability

3.1.5.2A person’s learning ability

3.1.6This list is not exhaustive and all complaints will be dealt with in line with this policy.

3.2 Where a complaint is not immediately resolved by informal discussion with the complainant, complaints will be dealt with under the formal procedures as set below.

4. complaint procedure

4.1 The application of the formal complaints procedure will only be taken with the knowledge or consent of the complainant. 

4.2 The initial contact may clearly indicate this to be appropriate, otherwise the complainant will be asked if they wish to raise the matter formally. 

4.3 The complainant will be required to disclose their name, although this information will be handled confidentially and securely in line with our Information Governance and GDPR Policy (available at www.mvatraining.co.uk/privacy-policy)

4.4 Complaints regarding MVA Training Ltd, it’s staff, contractors, sub-contractors or suppliers should be raised within the first 4 weeks of the complaint matter arising. Where the matter cannot be raised with MVA Training directly, the complainant may raise the matter with our awarding bodies where applicable.

5. receiving a complaint

5.1 When a complaint is received MVA Training Ltd will:

5.1.1 Formally acknowledge the complaint in writing within 7 working days.

5.1.2 Assign the complaint to a Manager to investigate.

5.1.3 Request any further information from the complainant required.

5.1.4 Seek additional information that maybe required from other parties.

5.1.5 Investigate the complaint within 20 working days. Where this may not be possible, the complainant will be notified of expected timescales.

5.1.6 Resolve the issue within 5 working days of the investigation being completed, and the complainant being notified of the outcome,

5.2 If the complainant is unsatisfied with the outcome, the matter may be raised with the awarding body (FAA), or the regulatory body (OFQUAL, The GSA) where appropriate and applicable.

5.3 Where, as a result of investigations, MVA Training Ltd find evidence of possible maladministration or malpractice, MVA Training Ltd will inform the appropriate governing body and take necessary remedial action.

6. complaint appeal process

6.1 Where a complaint outcome is deemed as unsatisfactory by the complainant, then an appeal may be raised in writing within 5 working days of the complainant being notified of the outcome to original complaint.

6.2 MVA Training Ltd will appoint a manager to review the complainant’s reasons for the appeal, and where necessary request further information.

6.3 The appeal manager may pass the case to an external independent person to review, appropriately qualified to review the decision.

6.4 MVA Training Ltd will aim to review the appeal within 20 days of its receipt, and communicate an outcome within 5 working days of the decision being made.

6.5 Should the complainant remain unhappy with the outcome following the appeal, they may raise the complaint directly to the awarding body, or the regulatory body where applicable.

7. other appeals

7.1 Other appeals relate to issues raised by aggrieved persons over a decision made by MVA Training Ltd, for example, regarding eligibility or assessment results relating to qualifications awarded by FAA. Appeals received by MVA Training Ltd will be dealt with under the following procedure.

7.2 Appeals must be made in writing, detailing the circumstances of the decision being appealed, and contain as much information regarding why the decision is being appealed.

7.3 On receipt of the Appeal, MVA Training Ltd will:

7.3.1Formally acknowledge the appeal in writing within 7 working days.

7.3.2Assign the appeal to a Manager to investigate.

7.3.3Request any further information from the appellant.

7.3.4Seek additional information that maybe required from other parties.

7.3.5Investigate the decision within 20 working days. Where this may not be possible, the appellant will be notified of expected timescales.

7.3.6Resolve the issue within 5 working days of the investigation being completed, and the appellant being notified of the outcome,

7.4 If the appellant is unsatisfied with the outcome, the matter may be raised with the awarding body (FAA), or the regulatory body (OFQUAL, The GSA) where appropriate and applicable.

7.5 Where, as a result of investigations, MVA Training Ltd find evidence of possible maladministration or malpractice, MVA Training Ltd will inform the appropriate governing body and take necessary remedial action.

8. appeal review

8.1 Where an appeal outcome is deemed as unsatisfactory by the appellant, then a review may be requested in writing within 5 working days of the appellant being notified of the outcome to original appeal.

8.2 MVA Training Ltd will appoint a manager to review the appellant’s reasons for the review, and where necessary request further information.

8.3 The review manager may pass the case to an external independent, appropriately qualified person to review the decision.

8.4 MVA Training Ltd will aim to review the appeal within 20 days of its receipt, and communicate an outcome within 5 working days of the decision being made.

8.5 Should the appellant remain unhappy with the outcome following the review, they may raise the appeal directly to the awarding body, or the regulatory body where applicable.

9. regulatory body review

9.1 Should an appellant remain unhappy with the outcome of a review, they may refer, or ask MVA Training Ltd to refer the matter to either the awarding body, or the regulatory body (where appropriate) for review. 

9.2 Any matters referred on lay with the agent handling the review. MVA Training Ltd will act on any recommendations given to Us by the reviewing agent, however, it should be noted that the Regulatory Bodies will examine processes but will not, themselves, change assessment decisions.

10. remedial actions

10.1 Should, through complaint, appeal, review or investigation, a weakness or failure from policy, procedure or operating standards be identified, MVA Training Ltd will take all reasonable steps to:

10.1.1Identify all those that may have been affected;

10.1.2correct or, where it cannot be corrected, mitigate as far as possible the effects of any failure, and

10.1.3ensure that the failure does not recur in the future

10.1.4rectify any weakness discovered

11. records

11.1 All records pertaining to a complaint, appeal or review will be held for a minimum of 3 years, in line with our information governance and GDPR policy.

12. policy review

12.1 This policy will be reviewed periodically, but at least annually. It will be reviewed in response to feedback from customers, outcomes of complaints and appeals, and changes in awarding bodies and regulatory bodies requirements.

12.2 MVA Training Ltd welcomes feedback from any person or entity with a valid vested interest in this policy. To submit feedback regarding this policy please contact MVA Training Ltd.

13. contact us

13.1 MVA Training Ltd can be contacted on 01508 218017, or learn@mvatraining.co.uk

13.2 NUCO Training can be contacted on 03456 444999, or enquiries@nucotraining.com

13.3 FAA can be contacted on 03458 333999, or enquiries@firstaidawards.com

13.4 The GSA can be contacted at http://thegsa.co.uk/Home/Contact 

Ash Bullman. Managing Director.

Enquiries Complaints Appeals – Download Here