TESS Group Apprenticeship Training
At TESS Group, we are committed to providing high-quality apprenticeship training and support. We welcome feedback and take all complaints seriously. This policy outlines how we handle complaints and concerns raised by our learners, employers, and other stakeholders.
We aim to resolve complaints fairly, consistently, and promptly. Most concerns can be resolved informally and quickly. However, we have formal procedures in place for more serious matters.
We operate a three-stage complaints procedure designed to resolve issues efficiently and fairly.
Most issues can be resolved quickly and informally. We encourage learners to raise concerns directly with their Skills Coach, account manager, or the TESS Group office in the first instance.
We will listen to your concern, investigate if needed, and aim to resolve the issue informally and positively. If you are satisfied with the outcome, the complaint is closed.
If your concern is not resolved at Stage 1, or if you believe the issue requires a formal investigation, you can submit a written complaint.
Submit your written complaint to:
Head of Operations
complaints@thetessgroup.com
01604 210500
Submit your written complaint to:
Director
complaints@thetessgroup.com
01604 210500
Please provide as much detail as possible about your complaint, including dates, times, people involved, and what outcome you are seeking.
Your complaint will be investigated thoroughly. You will receive a written response explaining the findings and any actions we are taking.
If you remain unsatisfied after Stage 2, you have the right to request a review by an independent panel.
To request a Stage 3 review, contact:
Co-Founder / Director
complaints@thetessgroup.com
01604 210500
Your case will be reviewed by a panel that includes:
The panel will conduct a fair and impartial review. You will be invited to present your case and will receive a written decision setting out the panel's findings.
If you have exhausted our internal complaints procedure and remain dissatisfied, you may escalate your complaint to an external body. Your complaint may be appropriate for:
| External Body | Contact Details | For |
|---|---|---|
| Apprenticeship Helpline | 0800 015 0400 | Concerns about apprenticeship standards and employer practices |
| Department for Education (DfE) | www.gov.uk/government/organisations/department-for-education | Funding or quality concerns (apprenticeship funding functions formerly handled by ESFA, now part of DfE) |
| Ofsted | www.gov.uk/government/organisations/ofsted | Quality of education and training delivery |
| Awarding Organisation (AO) | Contact your awarding body directly | Assessment-related concerns |
| End-Point Assessment Organisation (EPAO) | Contact your EPAO directly | End-point assessment concerns |
| Department for Education (DfE) | www.gov.uk/contact-dfe | Serious concerns about training quality |
We are committed to learning from feedback and complaints to continuously improve our services. We collect feedback through:
All feedback is analysed and used to inform our training delivery and support services.
All complaints are recorded and kept on file in accordance with UK GDPR and Data Protection Act 2018 requirements. Complaint information is retained for as long as necessary to manage and respond to the complaint, plus a further period for record-keeping and audit purposes.
Your personal data will be handled securely and will not be shared beyond those who need to know about your complaint, unless you have consented or there is a legal requirement to do so.
For more information about how we handle your data, please see our Privacy Statement.
We aim to: