Ajs Training are committed to providing a high-quality training service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
Our complaints procedure
If you have a complaint, please contact us with the details in writing either sent direct to companies address :
Ajs training Ltd
FAO HOC
58 Anderida Road
Lower Willingdon
Eastbourne
East Sussex
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Or via Email to andy@ajstraining.co.uk
What will happen next?
1. We will send you a letter acknowledging receipt of your complaint within three days of us receiving the complaint, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to the Head of Centre HOC who will review your matter file and speak to the member of staff who acted for you.
3. HOC will then invite you to a meeting to discuss and hopefully resolve your complaint.
He will do this within 14 days of sending you the acknowledgement letter.
4. Within three days of the meeting, HOC will write to you to confirm what took place and any solutions he has agreed with you.
5. If you do not want a meeting or it is not possible, HOC will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for the awarding body to review the decision.
7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
8. If a complaint is upheld, we will consider if this has had any impact on any other
learners, and if so we will contact and discuss with the awarding body to which the
course is awarding from and arrange a meeting to resolve a acceptable outcome.
9. All candidates have the right to contact the relevant awarding body directly if they
wish, as stated in our appeals procedure which all candidates are given and signed to state they understand before any training or assessment is given
10. If you are not satisfied with the awarding bodies response you have a right to appeal to SQA Accreditation or the regulator, where the centre’s and SQA’s complaints procedure has been exhausted with respect to SQA qualifications
If the qualifications are Lantra Awards and regulated, you have the right to appeal to Ofqual
Andrew Williams
Managing Director
Version 16
Review Date 23rd December 2021