Our Complaints Policy

Acti-Fit Limited is committed to ensuring your Apprenticeship experience and welcomes feedback and comments about our performance. Acti-Fit 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 Acti-Fit. 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 the ESFA. However, you must follow our organisation’s published complaints procedure.

If you don’t have the complaints procedure you can request one from your Trainer.

The complaints procedure tells you:

  • What you need to send to make your complaint.
  • Where to send your complaint
  • How Skill-Sense Training will treat your complaint, e.g. who will see it and possible outcomes and
  • when you can expect a decision

If you’re unhappy with the outcome you can complain to the Education, Skills Funding Agency (ESFA) about how your complaint was handled:

  • You must contact the ESFA within 3 months of getting a decision from your organisation.
  • Email or post your complaint to the ESFA complaints team.

ESFA complaints team complaintsteam@sfa.bis.gov.uk

Complaints Team 
Skills Funding Agency 
Cheylesmore House 
Quinton Road 
Coventry 
CV1 2WT 

ESFA will acknowledge your complaint within 5 days and will let you know what will happen next.

There is also an Apprenticeship Helpline that you can call if you think you weren’t successful because you were discriminated against, or your treatment in the interview or application process was unfair.

Apprenticeship helplinenationalhelpdesk@apprenticeships.gov.uk
Telephone: 0800 015 0400
8am to 10pm, 7 days a week

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