All formal complaints are recorded by the Lead Coordinator. Complaints will normally be acknowledged within 3 working days. The complaint will then be passed to the Deputy Training Centre 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 Lead Coordinator or Deputy Training Centre 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:
Education & Skills Funding Agency
or by email to complaints.ESFA@education.gov.uk
This should be within 3 months of the CMN making a decision on the complaint.