Quality Policies and Procedures

Public Complaints Policy and Procedure

The right to raise a formal concern if our standard of service, staff conduct or operational delivery has fallen short.

Policy reference
GKTC-COMP-001
Version
1.0 (September 2026)
Review date
September 2027
Applicable to
All registered learners, prospective candidates, employers, and external stakeholders.

1. Policy statement

Golden Key Training Centre is committed to delivering vocational training and assessment to the highest professional standards. We recognize that individuals have the right to raise a formal concern if they believe our standard of service, staff conduct, or operational delivery has fallen short of expectations.

This policy ensures that all complaints are handled consistently, transparently, fairly, and within specified, strict timeframes. No complainant will be disadvantaged or face discrimination as a result of bringing a complaint forward.

2. Scope of the policy

This policy covers complaints relating to:

  • The quality of training delivery, learning resources, or tutor support.
  • The conduct, professionalism, or behavior of Golden Key Training Centre staff, tutors, or assessors.
  • Administrative or operational failures (for example delays in registration, certificate distribution, or communication).
  • Issues regarding the physical or digital learning environments.

Note. This policy does not cover disputes regarding assessment decisions or portfolio grading. All grading disputes must be handled via the Golden Key Training Centre Appeals Policy.

3. The three-stage complaints procedure

Each stage has to be used before the next one opens, and each carries a fixed timescale.

  1. Start

    A concern arises

  2. Stage 1

    Informal resolution

    Raised directly with the person involved. Resolved within 5 working days.

  3. If unresolved

    Stage 2

    Formal internal investigation

    Submitted in writing within 14 working days. Acknowledged within 3 working days, outcome within 10.

  4. If unresolved

    Stage 3

    Escalation to the internal review panel

    Requested within 5 working days. Final internal position within 10 working days.

Stage 1: informal resolution

Whenever possible, we encourage individuals to voice their concerns immediately to the staff member, tutor, or assessor involved. Most minor administrative and operational misunderstandings can be resolved via open communication within 5 working days.

Stage 2: formal internal investigation

If an informal resolution cannot be reached, or if the nature of the matter is severe, a formal complaint must be submitted in writing.

  • Timeline for submission. Formal complaints must be submitted within 14 working days of the incident occurring, or within 14 working days of the failed Stage 1 resolution.
  • How to submit. Download and complete the Formal Complaint Form (GKTC-FORM-01), or email a detailed statement to complaints@goldenkeytraining.com.
  • Alternatively, post physical mail to the Centre Manager at the address below.
  • Information required. Full name, contact details, learner UKPRN or ID (if registered), clear details of the grievance, dates, locations, names of staff involved, and copies of any corroborating evidence.
  • Acknowledgement. The Centre Manager will log the complaint and issue a formal written acknowledgement to the complainant within 3 working days.
  • Investigation and outcome. An independent investigator, usually the Centre Manager or a director not personally attached to the case, will review the evidence, interview relevant parties, and issue a comprehensive Formal Investigation Outcome Report within 10 working days of acknowledgement.
Centre Manager
Golden Key Training Centre
Regal Court Business Centre
42 to 44 High Street
Slough, Berkshire SL1 1EL

Stage 3: escalation to the internal review panel

If the complainant is dissatisfied with the Stage 2 outcome, they have 5 working days from the receipt of the report to request an escalation.

A panel consisting of a Senior Director and an independent Head of Quality will review the case history. The panel will issue a definitive, final internal position in writing within 10 working days of the escalation request.

4. External escalation pathways

Both routes below open only once our own three stages have been used.

Escalation to the awarding organisation

If a learner has completely exhausted the internal three-stage complaints process and remains dissatisfied, or if they believe our internal investigation was flawed, they have the right to escalate the matter directly to our awarding organisation.

Highfield Qualifications
Phone 01302 363277
confidentialenquiries@highfieldabc.com
info@highfieldassessment.com

Highfield will typically only investigate complaints once the internal procedures of the centre have been fully exhausted, unless there are exceptional circumstances.

Escalation to the regulator

Should the complainant believe that Highfield Qualifications has also failed to handle the complaint in accordance with the regulatory criteria, the final point of escalation is the qualifications regulator for England.

The Office of Qualifications and Examinations Regulation
The regulator publishes its own route for complaining about a regulated qualification on gov.uk.

The regulator reviews how a complaint was handled. It does not re-mark work and it does not overturn an assessment decision.

The assessment appeals policy

Talk to the centre

If you are not sure whether your concern is a complaint or an appeal, call and ask. We would rather point you at the right process than have you use the wrong one and lose time.

Call 01753 247705 Register your interest