This policy applies to training courses based on DfT syllabuses. It should be read in conjunction with all other policies, particularly:

  • Assessment Policy
  • Equality Policy
  • Malpractice Policy
  • Data Protection Policy
  • Appeals Policy

A complaint relates to any dissatisfaction with the provision of our training that has been drawn to the attention of a member of the training team but where the complainant is not satisfied with the outcome.

Whistleblowing relates to disclosures regarding any action that an individual considers to be illegal, unethical, or not in line with company policies. In legal terms, whistleblowing relates to workers, however we will recognise disclosures from any trainees, members of staff or the public.

Our Appeals Policy addresses issues with assessment decisions and is not within the scope of this policy.

The purpose of this policy is to demonstrate our commitment to ensuring any concerns and complaints are dealt with efficiently and that we operate to the highest standards of openness, honestly and accountability.

Our commitment

We aim to always ensure trainee and stakeholder satisfaction. Anyone involved in any aspect of the delivery, assessment and outcomes has the right to complain if they are dissatisfied about any aspect of the service they receive.

Our procedures

AVTAV ensures that all employees are fully trained and aware of our policy and how to follow procedures. We:

  • Informally discuss any concerns with trainees or other stakeholders with a view to resolving concerns before a formal complaint is made
  • Only address a formal complaint when informal discussion and actions do not resolve the issue and if the stakeholder makes a request to do so
  • Follow our complaints and whistleblowing procedure to ensure timely and transparent decisions are made and so that any required actions can be carried out without adverse effect on trainee’s progress
  • Ensure that any complaints and disclosures are handled in confidentiality and only provide to others the information needed to carry out a full investigation and give a response
  • Ensure that any documentation related to the complaint is maintained confidentially – full details will only be held for XX months after the resolution of the complaint to contribute to our continuous improvement process
  • Ensure that any complaint or disclosure is made in a goon faith will not disadvantage the complainant or lead to victimisation
  • Monitor complaints and disclosures we receive to review our service and contribute to continuous improvement

Stage 1

This process only applies after an informal discussion has taken place.

  • The complaint/ disclosure must be made to Head of Training. Complaints must be made using the Complaint Form. Disclosures must be made by email. If the complaint/ disclosure relates to Head of Training initial communication must be made to Operations Manager.
  • Head of Training carries out an investigation, collating all relevant evidence.
  • Head of Training completes the Complaint Form for complaints or sends an email for disclosures and responds to the individual within 7 days of the complaint/ disclosure.
  • The individual acknowledges the recommended outcome and signs the form (or responds by email in respect of Disclosures). If resolved, no further action is required. If unresolved move to Stage 2.

Stage 2

The complaint/ disclosure is now escalated to HR Manager who will review the evidence and decision. They will then contact all parties with their final decision. Their decision is final.

Equality, Health and safety, Complaints, Malpractice, Appeals, Data protection -Policies and procedures can be found at