One of the main concerns of Total Training is that the period of time you spend with us is spent in a happy and pleasant environment, which will be conducive to you achieving your learning aim.
It is important that you make us aware of any problems that arise during the course of your training programme so that it is not allowed to develop into a major issue. You should not feel that by complaining you are jeopardising your employment or your place on the training programme. We cannot resolve a problem if we are not aware that one exists. The purpose of this procedure is to ensure that there is a means for you to highlight any issues or problems you may have.
If you have a complaint/grievance about any aspect of Total Training you should discuss it informally with your Tutor/Instructor or Assessor. It is anticipated that the majority of concerns will be resolved at this stage.
Stage One – Regional Training Manager
If you feel that the matter has not been resolved through informal discussion then you should put your complaint/grievance in writing to the Total Training Centre Manager. The Centre Manager will give a response in 5 working days in an endeavour to resolve the matter.
Stage Two – Associate Director
If the matter is not resolved you must raise the matter in writing with the Associate Director. The Associate Director will respond within 5 working days of notification of the matter.
You may be accompanied at a complaints/grievance meeting by an independent fellow worker of your choice, or by a friend or family member.
Stage Three – Managing Director
If the matter is not resolved to your satisfaction then you must put your complaint/grievance in writing to the Managing Director. You will be notified within 7 working days of the result of your complaint/grievance.
Stage Four – Awarding Organisation
If the matter is still not resolved to your satisfaction then you can put your complaint into the appropriate Awarding Organisation (Highfield ABC, Cskills or SQA), who will investigate your complaint and make a judgement accordingly.
Stage Five – Qualifications Regulators
If the matter is still not resolved to your satisfaction then you can put your complaint into the Qualifications Regulator, who will investigate your complaint and make a judgement as to its validity.
We are also delighted to receive positive feedback regarding your experiences with us.
If you wish to forward a compliment then please let us know in writing and forward to the Managing Director below. On receipt of your compliment we shall ensure that all parties involved are informed and share your comments.
If you would like to make any comments, then please contact our Managing Director: John Smith