Introduction
This web page sets out DD Marine Training Ltd (DDMT) Complaints Policy and is aimed at all learners, apprentices and any other interested parties who encounter a direct or indirect service from DDMT. If you feel you have encountered a level of service that is below both your and our expectations, you should raise any concerns with us immediately. This will enable us to address any issues and see this as an opportunity to improve our services. DDMT will always endeavour to resolve complaints promptly, constructively, fairly and proportionately having due regard to the nature of the complaint and the guidelines set out in this policy.
Scope
This policy covers complaints from learners, apprentices or members of the public in relation to any services offered by DDMT.
Making a complaint about a service provided by DDMT
If you have a complaint about DDMT’s service the best way to resolve it will usually be to contact the member of staff you have been dealing with. You can do this over the phone, by email or in writing. Click here to download a DDMT complaint form.
If you feel that this is not the right way to resolve your complaint, or you are not happy with the outcome, or your complaint is about a member of staff, you can submit a formal complaint to DDMT for review using the complaints form. You must provide evidence to support your complaint.
How to make a complaint
A full description of the nature of the complaint (including dates and times if known), the names of the people you have dealt with so far, copies of all correspondence between you and the named party relating to the complaint must be submitted using DDMT’s complaint form.
Note: DDMT will not investigate anonymous complaints – however we may consider doing so where there is evidence to support an investigation and these will be taken forward in accordance with our Whistleblowing Policy.
What will happen to a complaint?
DDMT will acknowledge receipt of the complaint within 2 working days, and will let the complainant know who is dealing with it. At all times we will ensure that personnel assigned have the appropriate level of training and competence and they have had no previous involvement or personal interest in the matter.
An initial review will be undertaken to determine whether the complaint is within the scope of this policy, the complainant will be informed of this within 10 working days and advised on the outcome or the next steps in the process. Where this is not possible, we will contact you to update you on our progress and provide a deadline by which we should be able to provide a further response.
What happens if the complaint is upheld?
At the end of an investigation, we shall notify the complainant and the relevant individual or party of our decision. If a complaint is upheld, DDMT will identify what went wrong and why, taking remedial action as appropriate.
In situations where a complaint has been upheld DDMT will give due consideration to the outcome and will, as appropriate, take actions such as:
- Identifying and contacting any other learner who might have been affected by that failure.
- Correcting, or where it cannot be corrected, mitigating as far as possible the effect of the failure; or
- Implementing new procedures to ensure that the failure does not reoccur in the future.
Taking a complaint further
If you disagree with the decision taken by DDMT or are unhappy by the way in which your complaint was handled, you can take the matter further. If your complaint relates to a qualification or apprenticeship standard and, after you have
exhausted our appeals arrangements, you are still not satisfied with the outcomes, you can complain/appeal directly to the relevant regulatory authority for that qualification (e.g. Ofqual in England, CCEA Regulation in Northern Ireland and Qualifications Wales) or apprenticeship standard (e.g. Ofqual, or an EQA body). Each of these organisations will have a formal procedure in place to handle complaints and appeals.
Storage and use of information
All information and data collected regarding any complaints made to DDMT will be stored securely on the database system. Depending on the nature of the complaint this information will be stored. This information will only be made available to relevant persons. Information may be used to review associated processes and policies to ensure that the ‘failure’ does not occur again or mitigate the situation as far as possible if the failure that occurred cannot be corrected.