MI policies and procedures

At Meliorate Institute Education & Training Ltd we strive to give our customers the best possible service, exceeding their expectations. We recognise that sometimes things may go wrong. If for any reason you are dissatisfied with the service that we provide, please let us know so we can deal with your query and improve the service we provide.

What is a complaint?

A complaint is when you inform us you are not happy about the service we provide. It can be about anything and could include when:

We do not deliver a service on time
The learner or the customer receives the wrong information
You, as the customer or learner receives a poor-quality service
There a problem with a member of staff

We ensure that making a complaint is easy as possible. Our aim is to:

Treat your complaint seriously and with the utmost professionalism
Deal with your complaint promptly and in confidence
Learn from complaints and use them to review and improve our service

When a complaint is received it will be dealt with efficiently, with the aim of resolving the issue as quickly as possible, to the satisfaction of the customer / learner and/or employer.

Employers or learners should make complaints to Meliorate Institute Education & Training Ltd in the first instance who will do their up most to resolve the concern before any escalation is recommended.

How to make a complaint

If you wish to make a complaint you can contact MELIORATE INSTITUTE EDUCATION & TRAINING LTD , either though our contact page or via post: Shottery Brook Office, Timothy’s Bridge Rd, Stratford-upon-Avon CV37 9NQ

Complaints procedure

We will try and resolve any complaint we receive immediately and notify you of the outcome. We will send:

An acknowledgement within two working days
Details of who will be dealing with the complaint
Final response within 10 working days

If we are unable to resolve the complaint immediately, we will:

Ask for any further information required
Within 10 working days:
- Send a response
- Update you and state when we hope to complete our investigations

We record all complaints and review them to ascertain if we need to make any changes to improve our services or prevent a re-occurrence.

Internal complaints process

Our internal complaints process is:

All complaints (verbal or written) received by a MI Education & Training Ltd team member must be reported to the Managing Director immediately.
It is acceptable to report complaints to the MD verbally, in the first incidence, but this must always be followed up with a written account that includes dates, times, locations, names of everyone concerned and a description of what occurred.
The MD will instigate an investigation immediately and will talk to the people concerned as required.
The MD may also wish to seek guidance from other MI Education & Training Ltd managers as part of the investigation process.
Once the investigation has been completed the MD will determine what, if any, action is required.
The MD will inform all relevant parties of actions to be taken, following the timelines identified above.
Actions required may include (but are not limited to) a review of MI Education & Training Ltd processes, implementation of additional training, disciplinary action.
Once the internal MI Education & Training Ltd policy has been followed an individual can refer to the AO (APS, ILM, CMI or C&G) Complaints Procedure, if they remain unsatisfied with the outcome.
The MD will ensure that all complaints and the resulting actions are reviewed quarterly by the SMT to ensure that actions are monitored, and lessons are learned.

Escalation

If for any reason you are unhappy with our response to your complaint you can contact Karen Hyde, Meliorate Institute’s Managing Director:

E-Mail: karen-hyde@mi-et.co.uk

End Point Assessment Organisation (EPAO)

If you are not satisfied with the response from our Managing Director, you can escalate your complaint to our EPAO

If a recognised ATO or Employer wishes to enquire about a learner’s results or wishes to enquire about any other aspect of the Apprenticeship Programme or assessment, they may do so by following the EPAO Enquiries Procedure.

National Apprenticeship Service

Please contact the National Apprenticeship helpline if you are not satisfied with the response from the EPAO regarding Apprenticeship delivery. You can contact the National Apprenticeship Helpline on 0800 015 0400 or email nationalhelpdesk@apprenticeship.gov.uk

Safeguarding our learners

Apprenticeship glossary

At MI, we strive to give our learners and customers the best possible service, exceeding their expectations. You will find all our policies, procedures, terms and conditions in relation to our apprenticeship programmes on this page.

Apprenticeships and the use of subcontractors

Meliorate Institute policies and procedures

Complaints policy