Complaints Policy

Complaints Policy

1.  Definition

1.1. We aim to give you an excellent experience when dealing with JGW Training Ltd t/a Ascento, so we welcome your comments, suggestions, and feedback about the service you have experienced when contacting us or when using any of our products or services.

1.2.  A complaint is an expression of dissatisfaction from you about our products, services or the complaints-handling process itself where it is clear that you expect us to identify the cause of the problem and to take remedial action. We aim to ensure that:

• making a complaint is as easy as possible
• we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response
• we deal with it promptly, politely, and, where appropriate, confidentially
• we respond in the right way, for example by giving you an explanation or apology where we have got things wrong and letting you know what action we've taken
• we learn from complaints and we use them to improve our service

1.3.  It is not possible to provide a definitive list of examples of complaints, but the following are examples of situations that would constitute a complaint:

• lack of response to queries
• lack of access to tutor
• delay with receipt of certificates
• certificate spelling errors
• non-compliance with the stated JGW Training Ltd t/ Ascento process e.g. not adhering to published timescales or processes

2. Process 

2.1. Many matters can be resolved informally so in the first instance you must try and resolve your complaint with your JGW Training Ltd t/a Ascento point of contact, but if you feel the problem needs to be escalated then please lodge your complaint via email with Helen Abbott – Quality Manager helen.abbott@ascento.co.uk explaining the problem as clearly and fully as possible, including any action taken so far.

3. Confidentiality

3.1.  Except in exceptional circumstances, we will try to ensure that your complaint remains confidential but in some cases, the circumstances giving rise to the complaint may make it impossible to maintain confidentiality. In these situations, we will discuss this with you.

4. The Investigation

4.1.  We will appoint an appropriate person to investigate the matter on your behalf. We will acknowledge your complaint within 2 working days and let you know who will be dealing with it.

4.2.  We aim to resolve complaints within 10 working days but if it’s going to take longer than that we will keep you fully informed

5.  Outcome and action

5.1.  Once we have completed our investigation, we will explain what went wrong and why, apologise when it is appropriate, and take action to remedy the situation as soon as possible.

5.2.  If you are not satisfied with the response you receive to your complaint, you can take the matter further by contacting the Operations Director by emailing tracy@ascento.co.uk setting out why you are dissatisfied.

5.3.  She will review the details of the original complaint, the evidence collected by the person who investigated the matter on your behalf, and their initial response. She may consult with other parties, including other staff within JGW Training Ltd t/a Ascento, before writing a report setting out JGW Training Ltd t/a Ascento’s proposed response and any further action to be taken. She will then contact you in person to discuss the outcome and actions proposed.

6. Further Action

6.1.  If your complaint is in respect to matters concerning the Awarding Body CMI and you are still dissatisfied with the outcome of the complaints procedure you may refer your complaint to the Awarding Body; CMI.

6.2.  CMI is committed to offering a quality and customer-orientated service, and feedback from CMI Centres and Learners on any issue will be most welcome. Where CMI receives a complaint, it is important that this is dealt with promptly and in line with CMI procedures.

6.3.  CMI’s procedure for complaints may involve the following actions:

• Complaint received
• Acknowledged
• Complaint reviewed
• Response made
• Notifying the regulators (where necessary)
• Record the complaint

6.4.  If you have a complaint and wish to refer to CMI after following JGW Training Ltd t/a Ascento’s internal processes, please put the complaint in writing and send it by email or post to the below address.

6.5.  Please give as much information as possible about your complaint, to enable CMI to investigate and review it.

6.6.  Email: qualifications@managers.org.uk

6.7.  Address: FAO Awarding Body Chartered Management Institute Management House Cottingham Road Corby Northamptonshire NN17 1TT

7.  Continuous Improvement

7.1.  All complaints are reported and reviewed internally each month. They are also reviewed by the directors.

7.2.  We aim to improve our business processes and our response to customers in the light of learning from the feedback we receive.

Appeals Procedure (Digital Marketing School)

1. About this policy

1.1 As a registered apprentice with JGW Training Ltd t/a Ascento you have the right to challenge the outcomes of your assessment if you consider that the assessment has not been carried out properly.

1.2.  This policy is relevant to students undertaking any of the following qualifications:

• Level 3 Digital Marketer
• Level 3 IT Technical Sales
• Level 4 Marketing Executive
• Level 6 Marketing Manager

2. Procedure

2.1. In the first instance you the candidate must lodge your appeal with the head of Department, within 20 days of your assessment decision. The appeal can be made via e-mail or verbally.

2.2. Head of Department will attempt to find a solution to the appeal within 5 days; failing this the Head of Department will set a date for the appeal to be considered by an appeals panel.

2.3. If you are still unhappy with the discussion of this appeal outcome you can contact our Quality Manager who will investigate the appeal and reply within 10 working days. The appeal can be made via e-mail or verbally.

2.4. Every attempt will be made by JGW Training Ltd t/a Ascento to resolve the appeal in an effective and efficient manner.

Appeals Procedure (Management School)

1.  About this Policy

1.1. As a registered apprentice with JGW Training Ltd t/a Ascento you have the right to challenge the outcomes of your assessment if you consider that the assessment has not been carried out properly.

1.2.  This policy is relevant to students undertaking any of the following qualifications:

• Level 3 Team Leader
• Level 5 Operational Manager
• Level 7 Strategic Leader

2. Procedure

2.1. In the first instance you the candidate must lodge your appeal with the Head of Department, within 20 days of your assessment decision. The appeal can be made via e-mail or verbally.

2.2. Head of Department will attempt to find a solution to the appeal within 5 days; failing this the Head of Department will set a date for the appeal to be considered by an appeals panel.

2.3. If you are still unhappy with the discussion of this appeal outcome you can contact our Quality Manager who will investigate the appeal and reply within 10 working days. The appeal can be made via e-mail or verbally.

2.4. If you are still dissatisfied with the outcome of the appeals procedure you may refer your appeal to CMI. The appeal can be made via e-mail or verbally.

2.5. Every attempt will be made by JGW Training Ltd t/a Ascento to resolve the appeal in an effective and efficient manner.

Tracy Stevenson

Operations Director

Reviewed Date : 31.1.22

Next Review Due : 31.1.23