Complaints process

Our commitment to great service

At Just IT and Skills Team, we are committed to providing the best quality of service throughout its businesses. We take all complaints seriously as this allows us to improve our processes and effectively maintain a high quality of service.

We are committed to assisting all our learners to be successful in their learning programme. If learners feel that the support they are receiving does not meet their individual needs, we want to know.

All complaints will be dealt with seriously, promptly and in confidence.

We are committed to dealing with complaints as soon as possible and will ensure individuals making complaints will not be victimised. All complaints of victimisation will be dealt with immediately and will have serious consequences, resulting into disciplinary action.

We will acknowledge receipt of the complaint within one working day and follow up with a call to discuss.

What is a Complaint?

A complaint is an expression of dissatisfaction with the services provided by Just IT Skills Team or an individual working for Just IT Skills Team and requires a formal response.

In the first instance we would aim to resolve any concerns prior to raising a formal complaint. To enable this a complaints intervention meeting can be arranged if this is requested on your behalf. This can be discussed through your Coach, Trainer, IQA or Account Manager. If this action has been taken and no solution identified then the complaint procedure can be triggered, as below.

Complaints Procedure

  • We have a formal complaints procedure that is made available to all staff, partners, Employers and Learners at the induction stage.
  • Individuals who wish to make a complaint need to contact the Service Delivery Manager team in the first instance via the complaints inbox (complaints@justit.co.uk / complaints@skillsteam.com) or by telephone on 0203 540 6900.
  • The relevant Manager will raise a complaint tracking form and start the investigation.
  • If the complaint is directed at the Manager, the complaint will be passed on to the Quality Director.
  • All complaints will be acknowledged on receipt via email followed by a phone call at the latest the next working day.
  • The Manager may also use the help of more senior and suited staff to discuss the complaint and get advice on necessary procedures and calls to action.
  • All stages of complaints will be recorded, filed and stored in a secured location. Information gathered is subject to the Data Protection Act 1998 and General Data Protection Regulation 2018
  • Any compensation expenses incurred linked to complaint must be recorded on expense tracker and receipts issued to finance.
  • On closure of the complaint a follow-up satisfaction call is made and recorded on the complaint tracker.
  • Within one week of complaint closure there is a review of the complaint to inform either an update to processes or training and development where necessary.

We will inform all partners affected by the complaint in writing. We are dedicated in providing the best level of service to all our clients and take every complaint seriously. We encourage best practice and have procedures and policies in place to minimise the number of complaints we receive. If the complainant is unhappy with the outcome, then they can trigger our appeals process.

Appeals Process

If you are unhappy with the outcome of the complaint, then you must write to the Quality Director within 5 days of receiving your outcome. If the appeal is against the decision of the Quality Director,
then it must go to the CEO.

The Quality Director/CEO will confirm the outcome of your appeal within 5 days. The outcome of that appeal is the final decision.

If you are not satisfied with the outcome of that appeal, then the complainant can seek redress from The Education and Skills Funding Agency. Contact must be made with the ESFA within 3 months of getting the decision from the business.
Complaints can be emailed or posted to the ESFA complaints team, as follows:

ESFA@education.gov.uk
Complaints Team, Education and Skills Funding Agency, Cheylesmore House, Quinton Road, Coventry, CV1 2WT.

The ESFA will acknowledge the complaint within 5 days. If an individual is still unsatisfied with the ESFA response, then they can take it to the complaints adjudicator to decide upon the case. This would be to the Legal and Information Compliance team at the same address as above.

Our intention is to highlight the levels of learner and employer satisfaction which contribute to our policy of continuous improvement.
The Managers can be contacted by email at complaints@justit.co.uk / complaints@skillsteam.com, or contact our Head Office on 0207 4269835 who will be able to put you in touch directly.