Complaints Policy

Learn2print welcomes feedback and comments about our performance. Learn2print is committed to undertaking a full investigation of any incident in a fair and objective manner and will take appropriate action following completion of an investigation into any event or the actions of any individual.

The complaints procedure covers complaints made by any person about any matter connected with the provision of training services by Learn2print. The aims of this procedure are to settle any complaint in a fair and reasonable manner.

If you are dissatisfied with the outcome of your complaint, you may appeal to our Executive Committee. However, you must first lodge your complaint in writing and allow the Learn2print team 10 days to respond to your complaint and contact you with a view to a resolution.

What is a complaint?
If you are unhappy with the service you have received you are entitled to make a complaint, have it considered, and receive a response from Learn2print.

Who can complain?
A complaint can be made by any person affected or likely to be affected by the actions or decisions of Learn2print. A complaint can also be made by someone acting on behalf of the person, with their consent.

Grounds for complaint or an Appeal
Learners or Employers might complain on a number of grounds including, for example:

  • The conduct of the Trainer or other employee
  • The quality of the training material
  • The quality of the training facilities
  • Grant funding delays
  • Learner Support
  • Marked work incorrect

What is the time limit for making a complaint?
You should normally complain as soon as possible and not later than one month after the event(s) 

concerned or within one month of becoming aware that you have something to complain about. All complaints will be dealt with as quickly and efficiently as possible.

The length of the period will vary with the gravity and complexity of the complaint and the urgency with which it needs to be settled. However, the intention is that all complaints should be settled within a period which is reasonable in all the circumstances.

To whom should I complain initially?
Your complaint should be made in the first instance to the Tutor providing the service with the aim of resolving complaints quickly and as close to the source of the complaint as possible, using the most appropriate means; for example, use of mentoring.

I want to complain to someone else other than my usual contact
If you do want to continue with your complaint you can do this through the formal procedure in writing to The Head of Centre. You will receive a response from Learn2print within 10 working days.

Your complaint will be dealt with under the following principles:

  • Natural justice
  • Fairness
  • Independence
  • Objectivity
  • Equal Opportunities
  • Consideration of special needs

I wish to appeal against the marking of my work?

All learners at induction go through the complaints and appeals process and sign to say they understand what is expected of them. A copy of the complaints and appeals procedure is issued to the learner and should be retained in the learners folder. It is an auditable document by the awarding body.

What if I am not happy with the outcome or want to complain further
If you are dissatisfied with the outcome of your complaint or how it was dealt with or you want to appeal the decision of your complaint, then you should write to The Head of Centre who will refer the complaint to the lead providers, awarding body, Ofqual or other relevant external contacts.

Please Note: You must lodge your initial complaint using the complaints procedure for a formal response and before escalating.

All complaints will aim to be dealt with within 14 working days. 

Version Number


Date Created

May 2019


September 2021

Date to be next reviewed 

September 2022

Signed by Centre Manager