Complaints Policy 

Swarm Training is committed to providing a high-quality training service to all our learners and employers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards and the training received. 

What to do if I am not happy about something? 

Swarm wants to hear from you no matter how small you think the nature of the complaint is. If you have something you want to mention, then please contact our Dedicated Support Officer who will then help you in the strictest  confidence. 

Office: 0800 0868199

Email: info@swarmgroup.org.uk

What will happen next?

1. We will send you an email acknowledging receipt of your complaint within 24 hours of receiving it. 

2. We will then investigate your complaint. 

3. Within a further three days of receiving the complaint, we will contact you to update you on what actions have taken place and if any solutions have been agreed with you.  

4. Depending on the seriousness of the complaint, we may ask to meet with you in person to discuss the events and document any actions that arise. 

5. If the nature of your complaint is not deemed serious and you do not want a meeting or it is not possible, our dedicated support officer will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement email.  

Right of Appeal 

1. If you are still not satisfied, you should contact us again and we will arrange for your complaint to be passed to the Head of Quality to be reviewed and actioned. 

2. We will contact you again within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons. 

3. If you are still not satisfied, you can then contact the: 

Education Skills Funding Agency via the link below that has guidance on how to make your complaint.  

https://www.gov.uk/government/organisations/education-and-skills funding-agency/about/complaints-procedure#complain-about-a-post-16- training-provider-college-or-employer-we-fund 

Complaints Process (Internal) 

To be used alongside the Complaints procedure 

1. Complaint received from website, phone or email. 

2. Receiver acknowledges complaint within 24 hours and then informs complainer of next steps. 

3. Receiver informs and gives details to the Head of Operations.

4. Within 24 Hours the Head of Operations will log the complaint via a complaints form and contact the relevant line Manager via email and copying in the Head of Quality. The form is then stored in the complaints team folder held on our cloud system. 

5. Within 24 Hours the Line manager contacts the complainant and investigates further. 

6. Line manager conducts further investigation. 

7. Line Manager decides resolution with complainant and updates the complaint form in the Complaints Folder. 

8. The Line Manager informs the Head of Operations as to the results of the resolution.  

9. Head of Operations informs the Head of Quality who then signs off the complaint. 

Our commitment to Quality Assurance 

Swarm uses information and feedback from you to support our ongoing development and make sure our service and training is of the highest standard. All feedback will be reviewed, screened subject to the data protection act and used by our Quality teams to develop our training and delivery.

Complaints Process (External) 

To be used alongside the Complaints procedure: 

1. Complaint received from website, phone or email.

2. Receiver acknowledges complaint within 24 hours and then informs complainer of next steps. 

3. Receiver informs and gives details to the Head of Operations.

4. Within 24 Hours the Head of Operations will log the complaint via a complaints form and contact the relevant line Manager via email and copying in the Head of Quality. The form is then stored in the complaints  team folder held on our cloud system. 

5. Within 24 Hours the Line manager contact the complainant and investigates further. 

6. Line manager conducts further investigation. 

7. Line Manager decides resolution with complainant and updates the complaint form in the Complaints Folder. 

8. The Line Manager informs the Head of Operations as to the results of the resolution.  

9. The Head of Operations informs the Head of Quality who then signs off the complaint. 

Our commitment to Quality Assurance 

Swarm uses information and feedback from you to support our ongoing development and make sure our service and training is of the highest  standard. All feedback will be reviewed and screened subject to the Data Protection Act and used by our Quality teams to develop our training and delivery. 

Chris Perry 

CEO - Swarm Training (C.I.C.)