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GEM Complaints Policy

GEM is committed to providing a high level service to our customers, candidates, learners and other stakeholder groups. If you do not receive satisfaction from us we need you to tell us about it. This will help us to improve our standards.

Complaints Procedure for GEM Recruitment
If you have a complaint, please contact Lee Rankin - Managing Director. You can write to him at: lee.rankin@gempartnership.com
Next steps
1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within [2-5] days of us receiving your complaint.
2. We will record your complaint in our central register within a day of having received it.
3. We will acknowledge your reply to our acknowledgment letter and confirm what will happen next. You can expect to receive our acknowledgement letter within 5 days of your reply.
4. We will then start to investigate your complaint. This will normally involve the following steps;
We may ask the member of staff who dealt with you to reply to your complaint within 5 days of our request;
We will then examine the member of staff's reply and the information you have provided for us. If necessary we may ask you to speak to them. This will take up to 4 days from receiving their reply.
5. Lee Rankin will then invite you to meet him to discuss and hopefully resolve your complaint. He will do this within 5 days of the end of our investigation.
6. Within 2 days of the meeting Lee Rankin will write to you to confirm what took place and any solutions he has agreed with you.
If you do not want a meeting or it is not possible, Lee Rankin will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this within 5 days of completing his investigation.
7. At this stage, if you are still not satisfied you can write to us again. Another Director of the company will review Lee's decision within 10 days
8. We will let you know of the outcome of this review within 5 days of the end of the review. We will write to you confirming our final position on your complaint and explaining our reasons.

If you are still not satisfied, you can contact the Employment Agencies Standards Office at the Department of Trade and Industry or the REC, the industry trade association, of which we are a member by writing to the Professional Standards Manager, REC, 15 Welbeck Street, London W1G 9XT.

If we have to change any of the time scales above, we will let you know and explain why.

Complaints Procedure for GEM Training
Stage 1 - All complaints must be made in writing, clearly stating why the complaint is being made to training@gem-training.com. If the written complaint is in relation to an assessment decision, please see our Quality Assurance Policy. This can be requested from training@gem-training.com.
Staff Complaints – We would encourage staff to bring complaints to the attention of their Line Manager but if they feel this is not appropriate, then this complaint can be made to the HR Manager, Julie Hunter: Julie.hunter@gempartnership.com.
Stage 2 - An appropriate Manager must agree a date to meet/telephone the complaint to discuss and, if possible, resolve the matter in question.
Stage 3 - If the complaint is not resolved at Stage 2, either route A or B is followed, as appropriate.
Route A – If the complaint takes the form of an appeal on an assessment issue i.e. against assessment decision, then the assessment decision appeals procedures is to be followed below.
Route B – If the complaint does not take the form of an assessment decision appeal the Operations Manager, Kelly Lee: kelly.lee@gem-training.com will review the complaint within 10 workings days of Stage 2 meeting / telephone call.
Stage 4 - The Operations Manager will investigate the compliant and their decision must be sent to all parties within 10 working days.
Stage 5 - If the complaint is still not resolved, then it can be escalated to the Operations Director, Maria Miller: Maria.Miller@gempartnership.com. The Operations Director will make the final decision on the complaint outcome.

The Appeals Process (assessment decision – framework qualifications and end point assessment)
Stage 1 - All appeals must be made in writing, clearly stating why the appeal is being made. Apprentices / learners – can make an appeal against an assessment decision on their qualification or end point assessment within 20 days of an assessment decision being made.The written appeal can be handed to the relevant Trainer or sent directly to training@gem-training.com.
Stage 2 - If Stage 1 is not resolved by the Trainer, the appeal will be passed to the Internal Quality Assurance Team (IQA’s) within 5-working days
Stage 3 - If the appeal is not resolved at Stage 2, the Lead IQA will meet with the Operations Director, who will investigate further and if necessary, talk to the complainant within 5 working days.
Stage 4 - If the appeal is not resolved at Stage 3, it will be passed to the relevant awarding body / awarding organisation or the qualification regulator. Following their investigation, the decision is final.

Awarding Organisation 
Highfield Awarding Body for Compliance - https://www.highfieldqualifications.com/downloads
Pearson - https://qualifications.pearson.com/en/contact-us/feedback-and-complaints.
Ofqual - https://www.gov.uk/government/organisations/ofqual/about/complaints-procedure

End Point Assessment Organisations
Highfield Assessments -  https://www.highfieldqualifications.com/downloads
UCE - www.uce.org.uk/epa-end-point-assessment/
TQUK - https://epa.tquk.org/

If you are dissatisfied with your final outcome on a complaint or assessment decision you may contact the ESFA via email to complaints.esfa@education.gov.uk or put them in writing to:
Customer Service Team, Education and Skills Funding Agency, Cheylesmore House, Quinton Road, Coventry, CV1 2WT.
For further details please see: https://www.gov.uk/government/organisations/education-and-skills-funding-agency/about/complaints-procedure#complain-about-a-post-16-training-provider-college-or-employer-we-fund