support you with any enquiries, feedback and concerns.
Partners In Training (North West) Limited (PITNW) is committed to always delivering a quality service, however, we accept that occasionally things can go wrong. This policy describes how learners, employers and the public may make a complaint to PITNW if they are dissatisfied with any aspect of our service
If you encounter a level of service that you feel does not meet your expectations, we would like to hear from you. Equally, if you are pleased with the services offered, or have a suggestion on how we might improve our services, please let us know.
This complaints policy does not cover any appeals against an assessment decision made by PITNW, pertaining to a judgement made on a learning programme or any quality assurance judgement. Instead, any enquiry or appeal should be made by referring to the PITNW’s Appeals Policy and submitted to PITNW using an Appeals Form.
Making a complaint against PIT
If you have a complaint regarding any aspect of the service you have received from PITNW, please contact us as soon as possible to enable us to try to resolve the issue quickly. If, having contacted us directly, you are still dissatisfied, please send us a written complaint, using the PIT Complaints Form.
If you still feel dissatisfied and the complaint relates to a qualification offered by PITNW the learner must contact the appropriate Awarding Organisation, whose responsibility it is to monitor their accredited centres and deal with any complaints.
PITNW will also allow complaints to be made in person if required.
PITNW will acknowledge receipt of a complaint normally within 48 hours, with details of who is investigating the complaint. PITNW will investigate the complaint normally within 10 working days. If a complaint is more complex or involves people who are not available at the time, this may be extended to 15 working days.
Should a complaint not find a resolution then the party involved may contact Ofqual
Ofqual, Spring Place, Herald Avenue, Coventry, CV5 6UB
PIT response to a complaint
When we receive your completed complaint form:
- We will acknowledge your complaint within 48 Hours.
- The Quality Manager will begin to investigate the complaint and will aim to respond within 10 days of receipt. If a definitive outcome cannot be given within this time (e.g. when a matter is very complex or where we have to consult a third party on the matter) you will be updated as to the progress being made.
- We will treat your correspondence in strict confidence, with fairness and objectivity.
- We will inform you of our decision when a full investigation has been completed.
If after receiving PITNW’s decision in response to your complaint and you are still dissatisfied, then the matter will be referred to the PITNW’s Managing Director.