Complaints Procedure

TDR Training is committed to providing a high standard of training and service. We know that sometimes things go wrong, and when they do we want to hear about it. A complaint gives us the chance to put things right and to improve for everyone.

Who can complain

Anyone who deals with TDR Training can raise a complaint, including learners, apprentices, parents and guardians, employers, visitors and members of the public. You will never be treated unfairly for raising a genuine concern.

How to raise a complaint

You can contact us in whichever way suits you best:

• By email to skillsdevelopment@tdrtraining.co.uk
• By phone on 0191 491 1505
• By post to TDR Training Limited, Q1 Quorum Business Park, Benton Lane, Newcastle upon Tyne, NE12 8EX

To help us look into your complaint quickly, please tell us your name and contact details, what happened, when it happened and who was involved, and what you would like us to do to put it right.

Our process

Stage 1: informal resolution

Many issues can be sorted out quickly. Where possible, we will try to resolve your complaint straight away by talking it through with you and the people involved. We aim to acknowledge your complaint within five working days.

Stage 2: formal investigation

If your complaint cannot be resolved informally, or you are not happy with the outcome, it will be passed to a senior member of staff for a formal investigation. We will look into the facts, speak to the people involved and give you a written response, normally within twenty working days. If we need longer, we will keep you updated and explain why.

Stage 3: review

If you are still not satisfied, you can ask for the decision to be reviewed by a director. Their decision is the final stage of our internal process.

Taking your complaint further

We hope to resolve every complaint ourselves. If your complaint relates to an apprenticeship and you feel it has not been dealt with, you can escalate it to the Education and Skills Funding Agency through the government’s complaints procedure for post 16 training. Complaints about the assessment of an apprenticeship can also be raised with the relevant End Point Assessment Organisation or awarding body.

How we use complaints

We treat every complaint in confidence and record it so we can spot patterns and improve. We review complaints regularly as part of our commitment to quality.