Complaints Procedure

All of us at Ascentis want you to be able to experience the highest quality service that we continuously strive to provide to you.

This is why your feedback is so important to us!

Please do get in contact with us, using the methods illustrated below, if your expectations have not been achieved. This will allow us to rectify matters.

Utilising this procedure will enable us to quickly identify your feedback or complaint, thus effectively streamlining this process. We may want to get in touch with you in regards to your comments, which is why we will request the information specified below.

When you contact us, please give us your full name, contact details including 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
• copies of any papers or letters to do with the complaint

In order to deal with your feedback or complaint effectively, please identify yourself to one of the following categories and follow the associated instructions:

I am a Centre:

Please contact us by email, telephone, or post:

Telephone: 01524 845046

Email: hello@ascentis.co.uk

Post: Ascentis House, Lancaster Business Park, 3 Mannin Way, Lancaster, LA1 3SW

I am a learner:

If you have a complaint regarding your centre, you must first instigate the internal appeals and complaints procedure with your centre. This usually involves writing a letter or email to the Head of the Centre to make them aware of your concerns. This provides them with a chance to address the issues raised.

For any other enquiries, please contact us by email, telephone, or post:

Telephone: 01524 845046

Email: hello@ascentis.co.uk

Post: Ascentis House, Lancaster Business Park, 3 Mannin Way, Lancaster, LA1 3SW

I am not a Centre or a learner (e.g., Employer, Guardian, Parent):

If you wish to raise a complaint on behalf of a learner, you must first instigate the internal appeals and complaints procedure with their Training Provider. This usually involves writing a letter or email to the Head of the Centre to make them aware of your concerns. This provides them with a chance to address the issues raised.

For any other enquiries, please contact us by email, telephone, or post:

Telephone: 01524 845046

Email: hello@ascentis.co.uk

Post: Ascentis House, Lancaster Business Park, 3 Mannin Way, Lancaster, LA1 3SW

We deal with feedback and complaints on a case-by-case basis, meaning that it make take some time, depending on the complexity of your comments, to get back to you.

We will acknowledge your complaint promptly and aim to provide a substantive response within 10 working days. Where additional time is required, we will keep you informed of progress.

The complaints policy and procedure can be downloaded here.

The appeals policy can be downloaded here.