At ARC Academy UK Ltd. we are committed to delivering a high quality service to our customers. However, if you have a complaint about our organisation, we want to hear about it and we will do our best to put it right.
Our Customer Complaints Procedure has the following goals:
• To deal with complaints fairly, efficiently and effectively;
• To ensure that all complaints are handled in a consistent manner throughout;
• To increase customer satisfaction;
• To use complaints constructively in the planning and improvement of all services.
Who can complain?
Anyone who is:
• Receiving a service from ARC this may include Learners/ Employers/ General Public.
How to complain
ARC Academy UK Ltd. would like to sort out any complaint as soon as possible.
Many complaints can be resolved informally. In the first instance contact ARC Academy UK Ltd either by telephone (01443 693431) if you feel able, speak to the member of staff who is working with you or ask to speak to their manager, who will try to sort the matter out.
If you make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well.
Yo can also contact us using the below submission form:
If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint.
Write down your complaint and send it to:
Antony Richardson or Chris Davies
ARC Academy Holdings LTD
Unit 4 – 5
Treforest Industrial Estate Pontypridd
Complaints received by an external funding body or arbitration service will be referred to the Director of Operations for investigation, Paul Napier at above address.
What Happens Next?
You will receive acknowledgement of your complaint within 5 working days. You may be contacted to make sure that we have understood your complaint properly. The person investigating the complaint may interview you.
You will receive a response to your complaint within 28 working days of its receipt. Any extension of this time limit requires your consent.
Does this always happen?
In all cases, a complaint will be given full and fair consideration.
However, if as a result of your complaint, disciplinary proceedings are taken against a member of staff, an internal procedure will apply. You will be informed that disciplinary proceedings have taken place, but as these proceedings are confidential, you will only be informed of the details or outcome of matters outside of this procedure.
If a criminal offence is alleged, then the police will be informed.
Can you have someone with you when your complaint is discussed?
Yes, you can.
N.B. Learners who make complaints that require us to notify either an awarding body or funding body will have additional stages within this procedure if they remain dissatisfied with the outcome of our internal investigation and this includes contacting the awarding body, the final stage would then be reporting your complaint to either the awarding body who are the regulators of the qualifications, or the Education and Skills Funding Agency (ESFA), who fund our apprenticeship programmes – contact details will be made available by ARC should you wish to proceed.