Complaints Policy and Procedure

Policy Statement

Press Association Academy's apprenticeships team is committed to providing a supportive working and learning environment to enable all to achieve their goals. The organization strives to provide the highest quality services and to be responsive to concerns or complaints from customers, whether teaching or service related. Both negative and positive feedback is recognized as valuable for improving service quality and apprenticeship provision.

Accurate and complete records of all complaints, correspondence, interviews, and actions taken are maintained. A monthly report on complaints and outcomes is submitted to the Managing Director. Complaints affecting apprentice experience are passed to the Head of Apprenticeship Training. The procedure's effectiveness is evaluated annually by the Managing Director and Head of Apprenticeship Training.

The purpose of this complaints procedure is to enable anyone interacting with Press Association Academy to raise matters of concern about our services or provision, so that they can be investigated and resolved in the clearest and fairest way possible.

The policy will be shared with all interested parties before training commencement.

What Is a Complaint

The complaints procedure covers any expression of dissatisfaction or concern about:

• Provisions of Press Association Academy affecting customers (applicants, apprentices, employers, stakeholders)
• Actions or lack of actions by Press Association Academy team and staff
• Standards of service, courses or facilities provided by the apprenticeships team

The procedure does not cover:

• Matters covered by separate policies or procedures, including appeals, Equal Opportunities, and grievance procedures
• Judgement about individual apprentice performance or awarding organisation assessment decisions
• Requests for new services or provision

This procedure is available to existing or prospective apprentices, employers, customers, or anyone directly affected by the organization's services or activities.

Anonymous complaints are logged and monitored but not investigated under normal circumstances.

How to Raise a Complaint

Complaints can be raised by speaking or emailing any member of staff, who will refer concerns to the Programme Leader, Head of Apprenticeship Training, or Managing Director.

Complaint Management

The organization recognizes that many concerns can be raised informally and resolved quickly. Early engagement is encouraged, with issues discussed and misunderstandings resolved through telephone, face-to-face meeting, email, or letter.

Stage One – Informal

Informal complaints receive responses within seven days of receipt.

If not resolved satisfactorily, complainants should contact the Head of Apprenticeship Training: rosalind.mckenzie@pamediaacademy.com for formal investigation.

Stage Two – Formal

Formal complaints should be submitted in writing to the Head of Apprenticeship Training at rosalind.mckenzie@pamediaacademy.com.

• Complaints should be as thorough and complete as possible with supporting documentation
• Receipt is acknowledged within 48 hours
• Full investigation occurs within 14 working days of receipt
• Findings are passed to the Managing Director for the central complaints log update
• The complainant is updated on the outcome
• If unsatisfied, the complaint may proceed to Stage 3

Stage Three – Appeal

A copy of the complaint with supporting evidence should be sent to the Managing Director (bridgid@pa.media) within 14 days of receiving the Stage 2 response.

The Managing Director will investigate the complaint and documentary evidence. A written response will detail whether the complaint is upheld and necessary actions to resolve the issue.

• Receipt is acknowledged within five working days
• A response is provided within 14 working days
• Complex issues may require longer timescales, discussed with the complainant
• The decision of the Managing Director, Press Association Academy is final.

If the Managing Director is involved in the investigation, the appeal will be evaluated by the Press Association Academy Governance Board.

Appealing to External Agencies

If the complaint outcome is unsatisfactory, external regulatory bodies can be contacted. All require completion of the training provider's complaints procedure first.

• ESFA: https://www.gov.uk/government/organisations/education-and-skills-funding-agency/about/complaints-procedure
• OFSTED: https://contact.ofsted.gov.uk/online-complaints
• NCTJ: http://www.nctj.com/about-us/Policiesandprocedures/Complaintspolicy

Confidentiality

All complaints are treated seriously, handled sensitively, and with consideration to all parties involved. In line with the equal opportunities policy, complainants are treated fairly and do not suffer recrimination or disadvantage.

Any person named in a complaint is informed and has a right of reply as part of the investigative process.

Recording a Complaint

Complainants must make complaints themselves, but the organization recognizes that some apprentices and vulnerable adults may need third-party assistance. The Apprenticeship Training Manager can provide general support and advice, though the complainant is responsible for seeking necessary guidance.

Progressing a Complaint

The Head of Apprenticeship Training ensures full investigation and maintains regular communication throughout. Under normal processes, complaints are acknowledged within 48 hours and resolved within 14 working days. Complex issues may take longer, with interim responses provided within 14 days by phone and in writing describing the investigation progress.

Reviewing and Closing Complaint

Once resolved to the complainant's satisfaction or where Press Association Academy can reasonably do no more, the central complaints log is updated with all outcome details. Documentation is retained for future reference and potential legal defense.

The Head of Apprenticeship Training reviews all complaints monthly, considering opportunities to avoid similar complaints and support service improvement actions.