1. Purpose
The purpose of this Procedure is to detail arrangements for the management of complaints and instances of malpractice and maladministration.

2. Scope
This procedure is applicable to all those employed by Auctus Management Group (AMG) including RSS Infrastructure Limited (RSSI) and INFRA Skills Limited (IS) in either a contract or permanent role and third parties.

3. Definitions
Complaint – An expression of dissatisfaction concerning an AMG product or service.

4. References
AMG/F/HSQE/016-Complaints Form

5. Procedure
5.1 – General
AMG take all complaints extremely seriously and all staff are trained and committed to rectify any problem as soon as it is brought to their attention.

5.2 – Initial Complaint
It is recognised that a customer who has a complaint dealt with to their complete satisfaction is likely to become a repeat customer. Therefore we ask that if you are dissatisfied with the service you have received that you bring this to our attention as soon as possible by speaking to your course Trainer/Assessor in the first instance.

5.3 – Escalating the Complaint
Should this fail to provide you with a satisfactory resolution, or you feel it is inappropriate to address your complaint with the Line Manager then please contact the following:

Telephone: 0330 113 0004
Email: steven.morley@infraskills.co.uk

Completion of Form: AMG/F/HSQE/016-Complaints Form

When you contact us, please give us your full name, contact details, and include a daytime telephone number along with:

• A full description of your complaint (including the subject matter and dates and times if known);
• Any names of the people you have dealt with so far; and
• Copies of any papers or letters to do with the complaint

AMG ask that you raise your complaint as soon as possible after the event so that we have the opportunity to investigate fully.

5.4 – Appealing after an initial complaint has been raised
In the unlikely event that you remain unhappy after your complaint has been investigated and a decision reached then you may escalate your complaint to our CEO.

Please include any further items for consideration and state clearly why you remain unhappy with the decision taken so far. The CEO will investigate in full and respond to you within 5-days.

The Director can be contacted on:

Telephone: 0121 366 8800
Email: richard.toy@auctusmg.co.uk
Write to: Richard Toy (CEO) – Tech Block, Gee Business Centre, Holborn Hill, Aston, Birmingham, B7 5JR

This will be the final route of escalation within our company.

6. Control of records
Copies of all briefing documents and records of briefings shall be retained by the Sentinel Coordinator or Nominated Person. When an individual has to sign that he has received the brief then the signed record will be placed in their staff file by the Sentinel Coordinator or Nominated Person.

7. Audit
Audit and review of the complaints process is included in the audit plan managed by the HSQE Manager.

Learner Appeals

If you are looking for the Learner Appeals page please follow this link – infraskills.co.uk/learner-appeals