Dynamic Training UK Ltd (DTUK) is committed to providing a quality service and working in an open and accountable way that builds the trust and respect of all our stakeholders. One of the ways in which we can continue to improve our service is by listening and responding to the views of our members, customers and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right.
Dynamic Training UK Limited is committed to providing a quality service and working in an open and accountable way that builds the trust and respect of all our stakeholders. One of the ways in which we can continue to improve our service is by listening and responding to the views of our members, customers and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right.
Therefore, we aim to ensure that:
We recognise that many concerns will be raised informally, and dealt with quickly. Our aims are to:
An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.
The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.
Dynamic Training UK Ltd’s responsibility will be to:
A complainant’s responsibility is to:
Responsibility for Action: Management
Confidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Dynamic Training UK Ltd maintain confidentiality, however the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (each complaint will be judged on its own merit). Should this be the case, the situation will be explained to the complainant.
Monitoring and Reporting: Dynamic Training UK Ltd’s board of directors will receive quarterly, an anonymized report of complaints made and their resolution. This complaints policy will be reviewed annually by the Board of Directors and amended as is necessary and any such changes will be communicated to all learners and staff.
In the first instance, if you are unable to resolve the issue informally, please complete either of the complaints forms that can be found on our website https://www.dynamictraining.org.uk/about-us/our-policies/complaints-policy/ and email to firstname.lastname@example.org or if you would like to speak to a member of the Dynamic team, please call our Uxbridge Office on 0208 607 7850 between the hours of 09:30-11:30am, Monday-Friday. Our team member will take your details and an overview of the complaint.
Our complaints form is available on our website using the following link.
For any easy read version of the complaint form, please use the link below
You can expect your complaint to be acknowledged within 4 working days of receipt. You should get a response and an explanation within 15 working days.
If you are not satisfied with the initial response to the complaint, then you can write to Dynamic Training UK Ltd’s Board of Directors and ask for your complaint and the response to be reviewed. You can expect the Board of Directors to acknowledge your request within 4 working days of receipt and a response within 15 workings days. Please write to Claire Gardner at email address: email@example.com
Dynamic Training UK Ltd’s aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently, timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.
If you are still dissatisfied with the outcome of your complaint, you can escalate your appeal to the Awarding Organisation with whom you are registered and further to the relevant Qualification Regulator.
Contact details are:
Pearsons: Online: https://qualifications.pearson.com/en/contact-us.html
City & Guilds Email: firstname.lastname@example.org
CMI: Email Email: email@example.com
NCFE Email: firstname.lastname@example.org
Highfield Qualifications Email: email@example.com, 01302 363277
APM Email: firstname.lastname@example.org
IWFM Email: email@example.com
OCN Telephone: 020 7278 5511
If you have escalated your complaint with the organisation and do not have a satisfactory outcome please contact the ESFA through the apprenticeship helpdesk on 08000 150400 or firstname.lastname@example.org