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Process for Handling Formal Apprenticeship Complaints

All formal complaints are recorded by the ESFA Contracts Manager. Complaints will normally be acknowledged within 3 working days. The complaint will then be passed to the Training Delivery and Quality Manager who will investigate the complaint and normally respond in writing within 10 working days. If more time is needed to investigate the complaint the ESFA Contracts Manager or Training Delivery and Quality Manager will inform the complainant of this and give a revised time limit for a full response.


Appeals against decisions must be in writing and sent to the Operations Director within 10 working days. The Operations Director will make a final decision and that this is the final stage of CMN’s complaints procedure.

If there is disagreement with the Operations Director’s decision, complainants may appeal to the Education and Skills Funding Agency:

Complaints Team
Education & Skills Funding Agency
Cheylesmore House
Quinton Road

Alternatively, by email to

Contact the National Apprenticeship Helpdesk to get help by calling 08000 150 600 or email

This should be within 3 months of the CMN making a decision on the complaint.

Please Click Here to Download the full Cornwall Marine Network Complaints Policy


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