CTSS Complaints Procedure

CTSS is committed to providing a high quality service to everyone we deal with. In order to do this we need you to give us any comments about our service, and to tell us when we get things wrong. We want to help you resolve your complaint as quickly as possible.

We treat as a complaint any expression of dissatisfaction with our service which calls for a response. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service.

We will not treat you less favourably than anyone else because of your:

– sex or legal marital or same-sex partnership status: this includes family status, responsibility for dependants, and gender (including gender reassignment, whether proposed, commenced or completed)

– sexual orientation

– colour or race: this includes ethnic or national origin or nationality

– disability

– religious or political beliefs, or trade union affiliation

Confidentiality

All complaints received will be dealt with confidentially and in accordance with the requirements of the General Data Protection Regulation 2016

How to complain to us

You can make a complaint in a number of ways: by e-mail: info@ctsservices.co.uk

or by post to: CTSS 8 Trinity Close, Carnmenellis, Redruth TR16 6PJ

We will deal with your service complaint promptly. We will acknowledge receipt of a written complaint within five working days where we have a return address and you can expect to have a full reply within 20 working days.

You have the right to lodge a complaint with the awarding body (CIEH or SQA) regarding assessment-related issues where relevant. You may also lodge a complaint with the relevant regulator (HAUC UK for SQA Street Works courses, Ofqual for SQA Working in Confined Spaces courses).

SQA (Street Works & Working in Confined Spaces courses)

SQA will only consider your complaint if you have already exhausted all stages of (insert your organisation’s name)’s complaints procedure and you remain dissatisfied with the outcome or the way in which we handled your complaint, or you believe that we have unreasonably failed to apply the procedure correctly. SQA may consider complaints about: ♦ assessment — in the broadest sense, including the conduct of, preparation for, and environment for, assessment ♦ dissatisfaction with the way in which the centre handled the complaint SQA will not consider complaints about: ♦ academic judgement (use Appeals or Post-results Services) ♦ the wider experience of being a candidate (eg support services, funding, facilities — you may wish to insert your own examples) SQA’s Customer Complaints and Feedback web page

You can complain online or by writing to:

SQA The Optima Building 58 Robertson Street Glasgow G2 8DQ

Candidates of the Ofqual regulated Working in Confined Spaces qualification can complain directly to Ofqual using the government complaints portal:

https://www.gov.uk/government/organisations/ofqual/about/complaints-procedure

CIEH 020 7827 5800 or by email at info@cieh.org