Approved Training Centre/Provider Including Staff Complaints Introduction How to make a complaint Frequently Asked Questions (FAQs) Introduction We are committed to providing the highest level of service; by continuously reviewing our products and services using a series of performance indicators and acting on them immediately should we fall below the standards we have set ourselves. If there's something you're not happy with, we'd like you to tell us so that we can investigate, address your concerns, and improve in the future. How to make a compliant If you have a problem, our customer service team may be able to help you before you make a complaint. You will find their details on our Contact Us page. If not, you can submit your complaint by completing the form below and selecting ‘complaint’ from the drop-down menu. Complete the form here Frequently Asked Questions (FAQs) What will happen with my complaint? What information do you require? What if I would like to remain anonymous What happens If I am unhappy with the outcome of my complaint made What if I have exhausted the RLSS UK complaints procedure How do I withdraw my complaint? What will happen with my complaint? Your complaint will be recorded and passed to the team that’s best placed to investigate and resolve it. You may receive a response in writing or by phone, whichever is the most appropriate. We aim to: Acknowledge all complaints within three working days. Conclude all investigations within 28 days. What information do you require? When making a complaint we require as much relevant information as possible, including: A full description of the complaint (including dates, times, venue and, context where appropriate). Names of others involved. Copies of any evidence, e.g., letters, completed forms, witness testimony. Contact details (following GDPR Regulations. e.g., name and contact email or phone number). The complainant should also state what they feel would resolve the complaint. What if I would like to remain anonymous We understand that submitting a complaint can sometimes feel daunting. Please be assured that any information you provide will remain confidential and accessible only to the limited members of our team responsible for handling complaints. The information requested on this form allows us to acknowledge your complaint and respond with appropriate support and solutions, ensuring a comprehensive resolution. Occasionally, due to legal or compliance requirements, we may not be able to keep all the information provided fully anonymous. In such cases, we will inform you of any decisions made. What happens If I am unhappy with the outcome of my complaint made If you are not happy with the way your complaint has been handled, you can refer your grievance to [email protected]. In such cases, this must be put in writing within 10 working days of receipt of our decision. Only the original complaint and your dissatisfaction with how it was handled will be reviewed. Further consideration of your complaint will only be made if the review considers the complaint was not handled according to our procedures or failed to consider critical evidence. Complainants who have launched a well-founded complaint and who are unsatisfied with the organisation’s response to their complaint have the right to appeal and will need to follow the process set out within the Appeals Policy. What if I have exhausted the RLSS UK Complaints procedure If you have followed the RLSS UK complaints procedure and you would still like to complain further the following options are available: Qualification Regulators Ofqual Qualification Wales CCEA Charity Commissioner The Charity Commission - GOV.UK (www.gov.uk) How do I withdraw my complaint? At any time during the process, a complainant may withdraw a complaint, by notice in writing to the responsible person handling their complaint. Upon such withdrawal, consideration of the complaint will normally be discontinued, unless the consequences of not following the procedure may result in harm to the individual or the organisation. Data Protection Once an individual submits a complaint, concern, or feedback, RLSS UK is required to retain the personal data provided to manage and follow the appropriate procedure. The personal data collected may include the individual's name, society number, date of birth, email address, contact number, and details of the complaint or feedback. We collect and process this information because we have a legitimate interest in managing and overseeing the data we receive. This is done under UK GDPR Article 6(1)(f), where processing is necessary for the purposes of legitimate interests. The information provided will only be used to address the individual making the complaint or feedback and will not be shared with third parties without their consent, except in exceptional circumstances, such as when relevant legislation applies, or allegations are made. RLSS UK will store the information collected for the duration of the complaint or feedback case and for an additional five years thereafter. The data is stored in restricted areas accessible only to RLSS UK employees involved in the process. For any questions or queries about how RLSS UK handles your personal data, please refer to our Privacy & Cookie Policy at www.rlss.org.uk/privacy-policy Manage Cookie Preferences