Complaints Policy

At The Small Business Academy, we are committed to delivering high-quality education, training, and support services to all our learners, employers, and partners. We view complaints as an opportunity to learn, adapt, improve, and provide better services. We are committed to ensuring that any concern or dissatisfaction is resolved promptly, fairly, and transparently.

Purpose

This policy outlines how individuals can raise concerns or complaints, and how these will be managed and resolved. It is designed to comply with best practice and meet the standards expected by OFSTED and other regulatory bodies.

Who Can Complain?

Complaints may be raised by:

  • Learners

  • Employers or workplace mentors

  • Parents, guardians, or carers (where applicable)

  • Staff members

  • Partners and third-party stakeholders

Scope of the Policy

This policy applies to all aspects of The Small Business Academy’s services, including:

  • Teaching and learning

  • Assessment and feedback

  • Apprenticeship delivery

  • Communication and customer service

  • Equality, diversity and inclusion

How to Make a Complaint

We encourage that, wherever possible, concerns should be raised informally with a member of our team to allow a quick and effective resolution.

If this does not resolve the issue, a formal complaint can be submitted:

In writing:
The Small Business Academy
Peel House, Peel Hall Business Village, Peel Rd, FY4 5JX

By email:
bootcamps@thesmallbusinessacademy.co.uk

Please provide:

  • Your name and contact details

  • A clear description of the complaint

  • Any relevant evidence or supporting documents

  • The outcome you are seeking

What Happens Next

  1. Acknowledgement
    We will acknowledge receipt of the complaint within 3 working days.

  2. Investigation
    A senior member of staff will investigate the complaint, which may involve interviews or requests for further information. This will usually be completed within 10 working days.

  3. Response
    We will issue a written response outlining our findings and any actions we will take. If we are unable to meet the timeline, we will keep you informed of progress.

  4. Appeal
    If you are dissatisfied with the outcome, you can appeal by writing to the Managing Director within 10 working days of receiving the response. A review will be conducted, and a final decision will be issued within 10 working days.

External Escalation

If the matter remains unresolved, and the complaint relates to education or training provision, you can escalate the complaint to the Education and Skills Funding Agency (ESFA) or OFSTED.

Confidentiality and Safeguarding

All complaints will be handled sensitively, and personal information will be kept confidential in accordance with our Data Protection Policy. Any complaint that raises a safeguarding concern will be referred to our Designated Safeguarding Lead and handled in line with our Safeguarding Policy.

Monitoring and Review

We record and monitor all complaints to ensure continuous improvement. A summary of complaints and outcomes is reported to our senior leadership team and used to inform staff development and quality improvement activities.