Learner complaints against registered centre Policy

Introduction

Learners have the right to make complaints against PRIMO Performance Coaching or staff that work there. The procedure outlined within this policy must be followed in order for a complaint to be considered.

The Heads of Centre Kevin Watson and George Wishart are responsible for ensuring that this policy is published, implemented and accessible to all personnel, learners and any relevant third parties. The Head of Centre will also ensure that all personnel have read and understood this policy and that any amendments to the policy are communicated to relevant parties. 

Learners should be made aware of this policy at the start of their course/programme and the policy should be easily accessible (website, intranet, booklets).

Learners wishing to make a complaint against the recognised centre must do so within 14 days of the end of the course/programme. We advise learners to keep copies of all documents relating to the complaint. The following procedure should be followed by learners wishing to submit a complaint. 

Note: Learners wishing to appeal against an assessment decision should follow the ‘Learner Appeals against Assessment Decisions’ Policy.

Complaint Submission Procedure

1. Learner wishes to complain about the services received from the centre. An informal complaint directly to the relevant staff member should be made in the first instance. Staff should attempt to resolve the complaint in liaison with the learner
2. Learner is dissatisfied with the handling of the complaint, learner completes the ‘Learner Complaint Form’ (please email info@primoperformancecoaching for this form) and submits this to the Designated Complaints Officer along with any supporting evidence. This should be submitted within 14 days of the end of the course/programme.
3. The Designated Complaints Officer must acknowledge receipt of the complaint within 10 working days and must outline the actions to be taken. 
4. The Designated Complaints Officer will investigate and evaluate the submitted evidence. Outcomes should be communicated to all relevant parties within 20 working days.
5. If the Learner is dissatisfied with the outcomes of the complaint, they can escalate their complaint to the 1st4sport Qualifications Compliance and Risk Team by submitting evidence to: imanagement@1st4sportqualifications.com
6. The complaint will be handled according to the 1st4sport Qualifications Position Statement – Learner Complaints against a Recognised Centre which can be found on the 1st4sport Qualifications website under About Us/Policies and Procedures: www.1st4sportqualifications.com.

In the event that malpractice or maladministration is identified the Designated Complaints Officer should inform the 1st4sport Qualifications Compliance and Risk Team who will then investigate following the 1st4sport Qualifications Position Statement – Malpractice and Maladministration.