Compliments and Complaints Policy

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Service Standards – we aim to set, maintain and deliver high standards of service to all our learners and employers.  Below you will find details of our compliments and complaints policy.


Compliments are always welcome and all compliments are forwarded to the relevant staff member(s) and their immediate Manager.

Monitoring of Compliments – we monitor all formal compliments and report on them annually in our Customer Satisfaction Report.


Despite our very best efforts, there may be occasions when you feel that you have not received the level of service to which you are entitled and believe you have cause to complain.  We aim to deal with complaints fairly and objectively and to ensure that appropriate action is taken to improve the quality of service we provide.

The Process

If you have a problem please contact Prostart by telephone (on 0115 9468182) to see if we can settle the matter informally. If that does not resolve the problem to your satisfaction, or you believe that approach to be inappropriate you may complain in writing to Prostart at the above address.

Your complaint will be acknowledged within 24 hours of receipt.  It will be referred to the relevant Manager who will investigate your complaint and respond within 5 working days.  Where the investigation is likely to take more than 5 working days from receipt of the complaint we will contact you in writing within 5 working days of receipt, giving reasons for the delay and a timescale for completion of the investigation.

Within 5 working days of receipt of the complaint (or within the notified extended timescale), we will send a written response to you indicating whether the complaint has been accepted, partly accepted or rejected.

For accepted or partly accepted complaints, we will outline the actions to be carried out to put matters right.  For rejected complaints, we will explain why the complaint has been rejected in whole or in part.

If you remain dissatisfied with the outcome of the investigation into your complaint you should write to the Skills Funding Agency (address on request).


We will monitor all complaints and the outcome of that monitoring will be reported annually in the Customer Satisfaction Report.

Please contact Prostart if you require a hard copy of this procedure.

In line with the General Data Protection Regulation we will maintain confidentiality at all times and will only disclose information to others as is necessary to complete any investigation. The complaints and compliments monitoring logs will hold the names of individuals, but any summary reports prepared for internal monitoring purposes will not name individuals or organisations.

Hard copy reports of complaints are retained for one year after which they are sent to confidential waste to be destroyed. Electronic copies are retained for three years after which they are deleted.

Qualification Appeals Procedure for Learners

This procedure is here for any occasion when you feel you are not satisfied with the Assessor’s or Internal Verifier’s judgement of your competence during an assessment, or feel the opportunity for assessment has been denied.

You will find the form below in your Induction Handbook which is issued at the beginning of your programme. On this form you will find the contact names of the Internal Verifier and Centre Co-ordinator, alternatively you can contact Prostart on 0115 9468182.

Click to go to our Qualification Appeals Procedure here.

Version 12 Jan 24