Build Your Expertise with a Window Fixing NVQ: Get Qualified with a Fenestration Installation Qualification
If you’re working in the construction or glazing industry, gaining a formal qualification in window fixing and fenestration
If you’re working in the construction or glazing industry, gaining a formal qualification in window fixing and fenestration
This month, we’re sharing 3 key tips for working safely in wet and windy conditions,
As autumn brings wetter conditions, workplaces — especially construction sites — face increased hazards. Managing
All oral complaints, no matter how trivial or seemingly unimportant should be taken seriously. Staff and delegates must always remain calm and respectful, nothing will be gained by adopting an aggressive or defensive attitude.
Where a complaint is received in writing the Chief Operating Officer will record the complaint in the complaints record and acknowledge receipt of complaint within two working days
To process a complaint Acadame will hold personal data about the complainant, which the individual provides, and which other people give in response to the complaint. We will hold this data securely and only use it to address the complaint. The identity of the person making the complaint will only be known to those who need to consider the complaint and will not be revealed to other people or made public. However, it may not be possible to preserve confidentiality in some circumstances, for example, where relevant legislation applied, or allegations are made which involve the conduct of third parties.
Acadame will normally destroy complaints files in a secure manner six years after the complaint has been closed.
Complaints are an important tool which, alongside data provided by exit surveys, stakeholder surveys, learner and apprentice feedback and focus groups, will allow us to learn about the services we provide. They provide a useful source of information about how individuals see our services and how we are serving them. To ensure we can learn from complaints the following data will be collected:
Wherever possible the data will be used to improve and develop our service.
Once we have completed our investigation, we will explain what went wrong and why, apologise when it is appropriate and take action to remedy the situation as soon as possible.
If you remain unsatisfied with the outcome after escalating your complaint you can contact the appropriate regulator and/or awarding body, providing evidence that you have instigated Acadame’s complaints procedure in the first instance:
The Office of Qualifications and Examinations Regulation (Ofqual ) In England
public.enquiries@ofqual.gov.uk
Council for the Curriculum, Examination & Assessment (CCEA) In Northern Ireland
ccearegulation@ccea.org.uk
Qualifications Wales/Gymwysterau Cymru In Wales
enquiries@qualificationswales.org
Scottish Qualifications Authority (SQA) In Scotland
accreditation@sqa.org.uk
Engineering Construction Industry Training Board (ECITB)
complaints@ecitb.org.uk
Construction Industry Training Board (CITB)
feedback@citb.co.uk
Institution of Occupational Safety and Health (IOSH)
csc@iosh.com
Qualifications Network (QNUK)
centres@qnuk.org
The policy is not designed to apportion blame or to consider the possibility of negligence or to provide compensation. This policy does not form any part of our disciplinary policy.
We believe failure to listen or acknowledge complaints will lead to an aggravation of the situation, subsequently leading to dissatisfaction and possible litigation. We support the concept that most complaints, if promptly dealt in an open and friendly manner can be resolved at a local level between the complainant and the most senior on-site person.
In the event this fails due to the dissatisfaction of the complainant or the site operative, the complainant will be referred to one of our directors and subsequently where applicable the relevant governing/accrediting body. Legal advice will be sought where we feel necessary.
We believe, should any person affected by our activities wish to make a complaint or register a concern they should find the process as easy as possible. It is our policy to welcome complaints and look upon them as an opportunity to learn and improve our services. This policy is intended to ensure that all complaints are dealt with in a correct manner and that all complaints or comments by third parties are taken seriously.
The policy is not designed to apportion blame or to consider the possibility of negligence or to provide compensation. This policy does not form any part of our disciplinary policy.
We believe failure to listen or acknowledge complaints will lead to an aggravation of the situation, subsequently leading to dissatisfaction and possible litigation. We support the concept that most complaints, if promptly dealt in an open and friendly manner can be resolved at a local level between the complainant and the most senior on-site person.
In the event this fails due to the dissatisfaction of the complainant or the site operative, the complainant will be referred to one of our directors and subsequently where applicable the relevant governing/accrediting body. Legal advice will be sought where we feel necessary.
The aim of Acadame is to ensure that its complaints procedure is properly and effectively implemented, and that third parties feel confident their worries, concerns or complaints are listened to and acted upon in a prompt and fair manner.
All oral complaints, no matter how trivial or seemingly unimportant should be taken seriously. Staff and delegates must always remain calm and respectful, nothing will be gained by adopting an aggressive or defensive attitude.
Where a complaint is received in writing the Chief Operating Officer will record the complaint in the complaints record and acknowledge receipt of complaint within two working days
Acadame staff shall be trained in dealing with and responding to complaints. This complaints policy shall be included within new staff induction training and reviewed, as necessary.
To process a complaint Acadame will hold personal data about the complainant, which the individual provides, and which other people give in response to the complaint. We will hold this data securely and only use it to address the complaint. The identity of the person making the complaint will only be known to those who need to consider the complaint and will not be revealed to other people or made public. However, it may not be possible to preserve confidentiality in some circumstances, for example, where relevant legislation applied, or allegations are made which involve the conduct of third parties.
Acadame will normally destroy complaints files in a secure manner six years after the complaint has been closed.
Complaints are an important tool which, alongside data provided by exit surveys, stakeholder surveys, learner and apprentice feedback and focus groups, will allow us to learn about the services we provide. They provide a useful source of information about how individuals see our services and how we are serving them. To ensure we can learn from complaints the following data will be collected:
Wherever possible the data will be used to improve and develop our service.
Once we have completed our investigation, we will explain what went wrong and why, apologise when it is appropriate and take action to remedy the situation as soon as possible.
If you remain unsatisfied with the outcome after escalating your complaint you can contact the appropriate regulator and/or awarding body, providing evidence that you have instigated Acadame’s complaints procedure in the first instance:
The Office of Qualifications and Examinations Regulation (Ofqual ) In England
public.enquiries@ofqual.gov.uk
Council for the Curriculum, Examination & Assessment (CCEA) In Northern Ireland
ccearegulation@ccea.org.uk
Qualifications Wales/Gymwysterau Cymru In Wales
enquiries@qualificationswales.org
Scottish Qualifications Authority (SQA) In Scotland
accreditation@sqa.org.uk
Engineering Construction Industry Training Board (ECITB)
complaints@ecitb.org.uk
Construction Industry Training Board (CITB)
feedback@citb.co.uk
Institution of Occupational Safety and Health (IOSH)
csc@iosh.com
Qualifications Network (QNUK)
centres@qnuk.org
At Acadame, we’re not just another training provider—we’re your partners in safety excellence. With a commitment to innovation, relevance, and engagement, we deliver high-quality training programs designed to exceed your expectations at a competitive price. From industry-leading trainers and assessors to cutting-edge learning technologies, we offer an unmatched learning experience that equips you with the knowledge, skills, and confidence to thrive in your career. Choose Acadame and unlock your full potential in the realm of health and safety.
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