POLICY STATEMENT
1.1. REAGIT UK Ltd is committed to ensuring that learners’ assessment is fair, consistently applied and in accordance with the awarding bodies’ specification and subject specific associated documents.
1.2. We aim to:
1.2.1. Make the feedback or complaint procedure straightforward.
1.2.2. Welcome feedback.
1.2.3. Treat complaints as clear expressions of dissatisfaction that require swift response and, if necessary, remedial action.
1.2.4. Handle complaints promptly, politely, and, where appropriate, confidentially.
1.2.5. Learn from feedback and complaints to improve our service, reviewing this policy annually.
 

2. WHAT IS A COMPLAINT?
2.1. A complaint is an expression of dissatisfaction, concern, or grievance made by an individual, including employees, apprentices, learners, clients, or members of the public, regarding the services, actions, or behaviour of REAGIT UK Ltd, its staff, or any aspect of its operations. Complaints may relate to the quality of training, conduct of employees or apprentices, communication, delays, discrimination, safety concerns, or any other matter that negatively impacts the complainant. A complaint does not include routine enquiries or requests for service but refers specifically to matters where the complainant feels that standards, procedures, or expectations have not been met.
 

3. FEEDBACK
3.1. We actively invite learners, employers, and clients to share feedback:
3.1.1. Through regular surveys.
3.1.2. During meetings with coaches.
3.1.3. In programme clinics.
3.1.4. By emailing hello@reagit.co.uk
3.2. All feedback is reviewed to help us continually improve our services.

4. COMPLAINTS
4.1. Complaints may be raised informally or formally. Our goal is to resolve concernsswiftly. The formal complaints procedure ensures all complaints are handled fairly, consistently, and resolved wherever possible to the complainant’s satisfaction.

5. MAKING A COMPLAINT
5.1. REAGIT UK Ltd is committed to providing a high-quality training service to all ourlearners and employers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards and the training received.
5.2. Complaints need to be in writing and given ideally within 1 week but no longer that 1 month of the issue arising.
5.3. When raising a complaint explain the issue as clearly and fully as possible, including any action taken to date
5.4. If there is an element of your programme that you are unhappy with and your Tutor/Assessor has been unable to deal effectively with it, you should ring REAGIT on the number below or send an email.
5.4.1. Office: 01603367466, Email: hello@reagit.co.uk

6. STAGES OF COMPLAINT HANDLING
6.1. Stage 1: Informal Complaint
6.1.1. Learners or employers should first raise concerns with their tutor/member of the engagement team
6.1.2. If they are unable to do so, they should contact the Senior Leadership Team at hello@reagit.co.uk explaining the concern in as much detail as possible.
6.1.3. Clients can also contact the Senior Leadership Team using the same email.
6.1.4. Complaints will be acknowledged in writing within 2 working days.
6.1.4.1. A response will be provided within 2 weeks.
6.1.5. If further investigation is required, a revised timeline will be provided.
6.1.6. Safeguarding concerns are escalated to a Safeguarding Lead within 1 working day.
6.1.7. If unresolved, proceed to Stage 2.
6.2. Stage 2: Formal Complaint
6.2.1. Submit a formal complaint via hello@reagit.co.uk
6.2.2. Complaints are acknowledged within 2 working days.
6.2.3. Investigations are completed and responses provided within 2 weeks.
6.2.4. If more time is needed, a revised timeline will be communicated.
6.3. Stage 3: Escalation to Senior Leadership Team
6.3.1. If unsatisfied with Stage 2, escalate via email to hello@reagit.co.uk with the subject ‘Stage 3 Formal Complaint’.

6.3.2. The Senior Leadership Team will review all stages and may conduct further investigation.

6.3.3. A response will be provided within 2 weeks.
 

7. WHAT WILL HAPPEN NEXT?
7.1. We will send you an email acknowledging receipt of your complaint within 24 hoursof receiving it.

7.2. We will then investigate your complaint.

7.3. Within a further three working days of receiving the complaint, we will contact you to update you and suggest a solution. 7.4. Depending on the nature of the complaint, we may ask to meet with you to discuss the events and document any actions that arise.
 

8. RIGHT OF APPEAL
8.1. If you are still not satisfied, you should contact us again and we will arrange for yourcomplaint to be passed to the Senior Leadership Team to be viewed and actioned.
8.2. We will contact you again within 14 working days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
8.3. If you are still not satisfied, you can then contact the relevant awarding organisation or the DfE to raise the issue.