1. Policy Statement:

Financial Services Training Partners (FSTP) is committed to providing quality service to its clients and working in an open and accountable way that builds the trust and respect of all our stakeholders. One way in which we can continue to improve our service is by listening and responding to the views of our stakeholders and customers, and in particular responding positively to complaints and by putting mistakes right.

Therefore, we aim to ensure that:

2. What is a Complaint:

A complaint is declaration that you are dissatisfied with a service, process, product or individual.

When making a complaint there is an expectation that action will be taken to consider this and, if appropriate, resolve it.

A complaint can be made verbally or in writing.

3. Informal Complaints Procedure:

We recognise that many concerns will be raised informally and dealt with quickly. Our aims are to:

4. Formal Complaint Procedure:

5. Making a Complaint:

FSTP Quality and Compliance Manager – Lorraine Christmas

Email: lorrainechristmas@fstp.co.uk

Address: Acorn House, 393 Midsummer Boulevard, Milton Keynes, MK9 3HP.

Apprenticeship Helpline

Email: nationalhelpdesk@apprenticeships.gov.uk

Telephone: 0800 015 0400

6. Appealing a Complaint:

If you are dissatisfied with the way we have managed and addressed your complaint you can appeal the decision. To do this you should contact:

Apprenticeship Manager – Nicola Spennati

Email: nicolaspennati@fstp.co.uk

Address: Acorn House, 393 Midsummer Boulevard, Milton Keynes, MK9 3HP.

If you continue to be dissatisfied after you have exhausted the FSTP appeals process, you can contact:

The Education and Skills Funding Agency

Email: complaints.esfa@education.gov.uk

Address: Complaints Team, Education and Skills Funding Agency, Cheylesmore House, Quinton Road, Coventry, CV1 2WT.

7. Additional Policies

Apprentices should also be aware of the policies relating to the Awarding Organisation (CII, CISI, LIBF and/or Open Awards) and End Point Assessment Organisation (NOCN) within their apprenticeship programme.

This policy has been approved by:

(Senior Manager/Director/CEO, with overall responsibility for apprenticeship delivery):

Name:Philippa Grocott
Job title:Head of Regulatory Sales and Apprenticeships
Date approved:19/10/2021

Next planned policy review date: April 2022 (unless required sooner)