Our complaints procedure

This procedure covers the following:

1.1 What you should do if you are not happy with the service you have received from the Academy?

1.2 Complaints are important to us, as they assist us with the continuous improvement of our services

2.How To Make A Complaint

2.1 Stage 1 (Informal) The Academy would expect most minor complaints to be dealt with informally with the manager concerned. If you feel the matter has not been resolved, the following procedure applies when issues cannot be resolved by informal arrangements.

2.2 Stage 2 (Formal) For a complaint to be considered as a formal complaint it must be submitted to the Academy in writing. This may take the form of a letter or email but we would prefer you to complete the attached form. In exceptional circumstances the Academy is prepared to accept a complaint over the telephone whereby an Academy administrator receives dictation from the complainant. In such circumstances the complainant will be asked to make clear the specific nature of the complaint.

2.3 A complaint must be made as soon as reasonably possible and in any event within six weeks of the event that gave rise to it or, if the complainant is a learner at the Academy, within six weeks of the end of the course. The Academy may extend this time limit if it would have been unreasonable for the complaint to be made earlier or there were extenuating circumstances which prevented the complainant from making the complaint earlier, as long as it is still possible to investigate the facts of the case.

2.4 If you are making a complaint, we would like you to:

  1. Give us your name, address and appropriate telephone numbers

  2. Explain exactly what you are dissatisfied with

    1. All complaints should be addressed to the Managing Director.

    1. Please help us by completing the form enclosed/attached. If you are a student under 18 years old, you may want to ask someone to handle your complaint on your behalf. This can be a relative, friend or nominee.

    1. If you are an adult, over 18-year-old, we would expect you to make a complaint personally but you have the right to nominate someone, to make this complaint on your behalf but you must let us know this in writing, clearly naming the individual acting on your behalf. This is consistent with best practice described by the Office of the Independent Adjudicator (OIA).

    1. We will acknowledge your complaint within 5 working days and you will receive a full response within 15 Academy working days of your receipt of the acknowledgement.

    1. Stage 3 (Appeal) We would hope to resolve the complaint, however, if your complaint has not been resolved to your satisfaction, then you have the option of referring your complaint to the Principal.

    1. Stage 4 If your complaint is about the Principal or a member of the governing body, you should write to the Clerk to the Board.

    1. Stage 5 (External) If you have exhausted the Academy complaints process and still remain dissatisfied, you have the following options depending on what type of student you are.

    1. For Further Education Students, should you have exhausted the Academy processes, you can complain to:

Complaints Adjudicator

Legal and Information Compliance and Security

Skills Funding Agency

Cheylesmore House

Quinton Road Coventry


2.14 Complaint regarding the Starting Point Nursery

2.15 If you have exhausted the Academy complaints process as described above you can complain to Ofsted’s Complaints committee outlining the nature of your dissatisfaction.

Chief Executive

Ofsted Complaints

3rd Floor North

Royal Exchange Building

St Ann’s Square


M2 7LA

Contact Tel No: 0845 6014772

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