Complaints

Recognised centres and other centres may complain if TQUK services fall short, ideally by first raising concerns with the responsible department. Training providers managing apprentices may also submit complaints, except for assessment appeals, which are handled under the Appeals Policy.  

Learners, excluding those undertaking end-point assessments, may complain only after exhausting their centre’s complaints process and providing evidence of exhausting the centre's complaints policy. Apprentices and their employers may raise complaints regarding TQUK services, while issues with training providers should be addressed directly to the provider. 

Complaints about recognised centres cannot be anonymous, but allegations of malpractice or maladministration may be reported anonymously under TQUK’s Malpractice and Maladministration Policy. Complaints that are assessment appeals are redirected to the Appeals Policy. 

Complaints can be submitted via any TQUK communication channel or a formal Complaint Form. 

Timescales 

Complaints are normally considered if submitted within twelve months of the issue, although exceptions may be made for ill health or delays caused by TQUK. TQUK addresses complaints involving mistakes, poor service, unreasonable delays, unprofessional behaviour, bias, failure to follow policies, or unmet service expectations. Complaints outside TQUK’s remit include disagreements with policies, legal or regulatory matters, fully investigated issues, appeals, whistleblowing, or malpractice. 

Upon receipt of a complaint, TQUK will acknowledge it within three working days. Following acknowledgement, the complainant has three working days to submit any additional evidence in support of their complaint. TQUK will provide an outcome within ten working days of the acknowledgement. Where necessary to ensure a thorough investigation, TQUK reserves the right to extend these timescales and will notify the complainant accordingly. 

Upon receipt, TQUK acknowledges the complaint within three working days. Complainants then have three working days to provide supporting evidence. Investigations are conducted by competent, independent TQUK staff and typically take ten working days. 

Outcomes 

Following the investigation, complaints may be upheld, partially upheld, or not upheld. An upheld complaint validates the concerns and triggers remedial action. A partially upheld complaint acknowledges some issues but not all. A 'not upheld' complaint indicates that the evidence does not support the claim. Complainants have ten working days to accept or escalate the outcome. Complaints are generally not opened during ongoing investigations, except when they concern the investigation process or staff conduct. 

Vexatious, persistent, or abusive communications are not accepted once the complaints process has concluded. TQUK may restrict contact, accept only written correspondence, control timing of contact, or respond only to new evidence. Complaints identifying serious shortcomings in a recognised centre may trigger sanctions or increased monitoring, although complainants are not notified of these actions. 

Complaints inform TQUK’s continuous improvement process. Actions may include identifying other affected learners, correcting or mitigating failures, ensuring issues do not recur, taking internal disciplinary action against staff when necessary, and informing the development, delivery, and award of qualifications.