Complaints Policy and Procedure

Our aim:

Kleek Apprenticeships is committed to providing a quality service for its learners, employers and clients, 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 learners, employers, customers and stakeholders, and in particular by responding positively to complaints and putting mistakes right.

Reports relating to complaints will be responded to in accordance with our Policies and Procedures. If you are not satisfied with the way we have handled your complaint and this is in direct relation to a funded learner you will be able to appeal or take your complaint further to the ESFA

We aim to ensure that:

  • Making a complaint is as easy as possible;
  • We treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response;
  • We deal with it promptly, politely and, when appropriate, confidentially;
  • We respond in the right way - for example, with an explanation, or an apology where necessary , or provide information on any action taken etc;
  • We learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.
  • Advise our customers of their right to appeal if they remain dissatisfied after their complaint has been through all stages of the internal complaints procedure

We recognise that many concerns will be raised informally, and dealt with quickly. Our aims are to:

  • Resolve informal concerns quickly;
  • Keep matters low-key;
  • Enable mediation between the complainant and the individual to whom the complaint has been referred.

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.

Purpose: The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.

Kleek Apprenticeship's responsibility will be to:

  • Acknowledge the formal complaint in writing;
  • Respond within a stated period of time;
  • Deal reasonably and sensitively with the complaint;
  • Take action where appropriate.

A complainant's responsibility is to:

  • Bring their complaint, in writing, to Kleek Apprenticeships attention in a timely manner
  • Raise concerns promptly and directly with a member of Kleek Apprenticeships team
  • Explain the problem as clearly and as fully as possible, including any action taken to date;
  • Allow Kleek Apprenticeships a reasonable time to deal with the matter;
  • Recognise that some circumstances may be beyond Kleek Apprenticeships control.

Confidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Kleek Apprenticeships maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own merit). Should this be the case, the situation will be explained to the complainant.

What is a complaint?

A complaint is when a customer tells us that they are not happy with something that we have done or not done, and we have not put things right.

Who is a customer?

A customer is anyone who contacts Kleek Apprenticeships to request a service, or is in receipt of a service. For example:  a learner or an employer.

How can a complaint be made?

Any customer wishing to make a complaint can do so, by phone, e-mail, website or letter.

What is the process for making a complaint?

The process for making a complaint is detailed in the complaints procedure. This is a single document for use by Kleek Apprenticeships colleagues and customers, and can be found below.


Monitoring and Reporting: The senior management team of Kleek Apprenticeships will receive annually and anonymised report of complaints made and their resolutionn. All complaints are dealt with in accordance to policy. We are committed to continuous improvement in service delivery.

Our service standards for complaints are:

  • We will make it easy and straightforward for you to make a complaint
  • We will endeavour to respond to your complaint within the published timescales and keep you informed
  • We will ensure you have a full explanation to your complaint in your preferred format
  • We will tell you if changes have been made to services following your complaint
  • We will review our complaints policy at regular intervals.


The Chief Executive Officer, National Training Manager and Office Manager are responsible for developing and encouraging good customer care handling practice within their teams.

Compliance with customer complaints policy is the responsibility of all members of the company who deal with customers.


Our customer complaints policy is available in hard copy. Please contact Kleek Apprenticeships Head Office if you wish to access this document in another format.

Training will be provided for staff to ensure awareness is raised and that staff has a clear understanding of customer complaints and their responsibilities.

Equality & Diversity

Customers have a right to express dissatisfaction with the services they receive from Kleek Apprenticeships. Customers using this policy can expect to be treated fairly and without discrimination.

The Company has an Equality & Diversity Policy that covers all aspects of equality.


If you are unhappy with the service provided by Kleek Apprenticeships - whether it is the learning experience, assessment, the support you are receiving or about staff or the organisation itself - we promise to take your complaint seriously and treat it as confidential. We also aim to resolve your complaint as quickly as possible.

If you have a complaint about any decision that we have made that affects you, for example, if you feel that you have received the wrong decision for an assessment, or you disagree with an examination result, you should use the relevant awarding organisation’s appeals procedures, which we can advise you on. For all other issues and grievances, use this complaints procedure.

If you want to complain, here's what you can do:


Stage 1:

In the first instance, you should try and resolve the issue informally with the member of staff your complaint involves, so that he / she has a chance to put things right. Where this is not possible and you are unable to resolve the issue informally, you should contact the National Training Manager in writing.   In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.

You can expect your complaint to be acknowledged within 3 working days of receipt. You should get a response and an explanation within 5 working days. If this is not possible, we will inform you of the reason why (for example the complaint may take longer to investigate) and the expected timescales.

All contact details can be found at the bottom of this procedure.

Stage 2:

If you are not satisfied with the initial response to the complaint then you can write to Kleek Apprenticeships Head of Education and ask for your complaint and the response to be reviewed. You can expect the Head of Education to acknowledge your request within 3 working days of receipt and a response within 5 workings days.

Kleek Apprenticeships 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.

Final Stage:

If you are not satisfied with the subsequent reply from Kleek Apprenticeships Head of Education, and this involves a funded learner, then you have the right to take your complaint to the Education and Skills Funding Agency (ESFA)


Kleek Apprenticeships Ltd

National Training Manager – Mandy McMullen –

Head of Education – Tina Ockerby –


Kleek Apprenticeships Ltd

55-59 Duke Street


Co Durham


Tel: 01325 281295



Email :


Customer Service Team,

Education and Skills Funding Agency

Cheylesmore House

Quinton Road

Coventry CV1 2WT


Dfe helpline: 0370 000 2288


The ESFA complaints procedure can be found at: