Common use of Complaints and Feedback Clause in Contracts

Complaints and Feedback. 15.3.1 The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services will rest with the Provider. The Provider will have procedures in place including but not limited to a complaints framework, which are acceptable to the Department, to gather and act upon feedback and complaints from Learners and/or their representatives and employers and the wider community. The Provider must also keep a log of the complaints received which will be accessible to the Department upon request. 15.3.2 The Provider must ensure that Learners are made aware of its procedure for dealing with complaints and that the procedure is clear and accessible to Learners who wish to complain. The complaints procedure must be published on the Provider’s website and be provided to the relevant parties as part of the Provider’s onboarding process. 15.3.3 The Provider will be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department. Once the Provider has concluded its investigations, including any appeal, it must inform the complainant in writing of the outcome. 15.3.4 Where a complaint has not been resolved to the satisfaction of the complainant the Provider will advise the complainant of their right to complain to the Department (Complaints procedure - Education and Skills Funding Agency - XXX.XX (xxx.xxx.xx)) and co-operate with any investigation carried out by the Department and act on any recommendations made by the Department following the investigation.

Complaints and Feedback. 15.3.1 16.4.1 The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services will rest with the ProviderContractor. The Provider Contractor will have procedures in place including but not limited to a complaints framework, which are acceptable to the Department, to gather and act upon feedback and complaints from Learners and/or their representatives and employers and the wider community. The Provider Contractor must also keep a log of the complaints received which will be accessible to the Department upon request. 15.3.2 16.4.2 The Provider Contractor must ensure that Learners are made aware of its procedure for dealing with complaints and that the procedure is clear and accessible to Learners who wish to complain. The complaints procedure must be published on the ProviderContractor’s website and be provided to the relevant parties as part of the ProviderContractor’s onboarding on-boarding process. 15.3.3 16.4.3 The Provider Contractor will be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department. Once the Provider Contractor has concluded its investigations, including any appeal, it must inform the complainant in writing of the outcome. 15.3.4 16.4.4 Where a complaint has not been resolved to the satisfaction of the complainant the Provider Contractor will advise the complainant of their right to complain to the Department (Complaints procedure - Education and Skills Funding Agency - XXX.XX (xxx.xxx.xx)) and co-operate with any investigation carried out by the Department and act on any recommendations made by the Department following the investigation.

Complaints and Feedback. 15.3.1 The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services will rest with the Provider. The Provider will have procedures in place including but not limited to a complaints framework, which are acceptable to the Department, to gather and act upon feedback and complaints from Learners and/or their representatives and employers and the wider community. The Provider must also keep a log of the complaints received which will be accessible to the Department upon request. 15.3.2 The Provider must ensure that Learners are made aware of its procedure for dealing with complaints and that the procedure is clear and accessible to Learners who wish to complain. The complaints procedure must be published on the Provider’s website and be provided to the relevant parties as part of the Provider’s onboarding process. 15.3.3 The Provider will be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department. Once the Provider has concluded its investigations, including any appeal, it must inform the complainant in writing of the outcome. 15.3.4 Where a complaint has not been resolved to the satisfaction of the complainant the Provider will advise the complainant of their his or her right to complain to the Department (Complaints procedure - Education and Skills Funding Agency - XXX.XX (xxx.xxx.xx)xxxxx://xxx.xxx.xx/government/organisations/education-and- skills-funding-agency/about/complaints-procedure) and co-co- operate with any investigation carried out by the Department and act on any recommendations made by the Department following the investigation.

Complaints and Feedback. 15.3.1 The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services will rest with the Provider. The Provider will have procedures in place including but not limited to a complaints framework, which are acceptable to the Department, to gather and act upon feedback and complaints from Learners and/or their representatives and employers and the wider community. The Provider must also keep a log of the complaints received which will be accessible to the Department upon request. 15.3.2 The Provider must ensure that Learners are made aware of its procedure for dealing with complaints and that the procedure is clear and accessible to Learners who wish to complain. The complaints procedure must be published on the Provider’s website and be provided to the relevant parties as part of the Provider’s onboarding process. 15.3.3 The Provider will be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department. Once the Provider has concluded its investigations, including any appeal, it must inform the complainant in writing of the outcome. 15.3.4 Where a complaint has not been resolved to the satisfaction of the complainant the Provider will advise the complainant of their his or her right to complain to the Department (Complaints procedure - Education and Skills Funding Agency - XXX.XX (xxx.xxx.xx)) and co-operate with any investigation carried out by the Department and act on any recommendations made by the Department following the investigation.

Complaints and Feedback. 15.3.1 The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services will rest with the Provider. The Provider will have procedures in place including but not limited to a complaints framework, which are acceptable to the Department, to gather and act upon feedback and complaints from Learners and/or their representatives and employers and the wider community. The Provider must also keep a log of the complaints received which will be accessible to the Department upon request. 15.3.2 The Provider must ensure that Learners are made aware of its procedure for dealing with complaints and that the procedure is clear and accessible to Learners who wish to complain. The complaints procedure must be published on the Provider’s website and be provided to the relevant parties as part of the Provider’s onboarding process. 15.3.3 The Provider will be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department. Once the Provider has concluded its investigations, including any appeal, it must inform the complainant in writing of the outcome. 15.3.4 Where a complaint has not been resolved to the satisfaction of the complainant the Provider will advise the complainant of their his or her right to complain to the Department (Complaints procedure - Education and Skills Funding Agency - XXX.XX (xxx.xxx.xx)xxxxx://xxx.xxx.xx/government/organisations/education-and-skills- funding-agency/about/complaints-procedure) and co-operate with any investigation carried out by the Department and act on any recommendations made by the Department following the investigation.

Complaints and Feedback. 15.3.1 The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services will rest with the Provider. The Provider will have procedures in place including but not limited to a complaints framework, which are acceptable to the Department, to gather and act upon feedback and complaints from Learners and/or their representatives and employers and the wider community. The Provider must also keep a log of the complaints received which will be accessible to the Department upon request. 15.3.2 The Provider must ensure that Learners are made aware of its procedure for dealing with complaints and that the procedure is clear and accessible to Learners who wish to complain. The complaints procedure must be published on the Provider’s website and be provided to the relevant parties as part of the Provider’s onboarding process. 15.3.3 The Provider will be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department. Once the Provider has concluded its investigations, including any appeal, it must inform the complainant in writing of the outcome. 15.3.4 Where a complaint has not been resolved to the satisfaction All Higher Education Institutions are “Qualifying Institutions” under Part 2 of the complainant Higher Education Act 2004 and therefore a member of the Provider will advise the complainant of their right to complain to the Department (Complaints procedure - Education and Skills Funding Agency - XXX.XX (xxx.xxx.xx)) and co-operate with any investigation carried out independent complaints Scheme run by the Department OIA, HEIs should follow the OIA Rules and act on any recommendations made by the Department following the investigationGuidance for all registered student complaints.

Complaints and Feedback. 15.3.1 16.4.1 The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services will rest with the ProviderContractor. The Provider Contractor will have procedures in place including but not limited to a complaints framework, which are acceptable to the Department, to gather and act upon feedback and complaints from Learners and/or their representatives and employers and the wider community. The Provider Contractor must also keep a log of the complaints received which will be accessible to the Department upon request. 15.3.2 16.4.2 The Provider Contractor must ensure that Learners are made aware of its procedure for dealing with complaints and that the procedure is clear and accessible to Learners who wish to complain. The complaints procedure must be published on the ProviderContractor’s website and be provided to the relevant parties as part of the ProviderContractor’s onboarding on-boarding process. 15.3.3 16.4.3 The Provider Contractor will be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department. Once the Provider Contractor has concluded its investigations, including any appeal, it must inform the complainant in writing of the outcome. 15.3.4 16.4.4 Where a complaint has not been resolved to the satisfaction of the complainant the Provider Contractor will advise the complainant of their his or her right to complain to the Department (Complaints procedure - Education and Skills Funding Agency - XXX.XX (xxx.xxx.xx)xxxxx://xxx.xxx.xx/government/organisations/education-and- skills-funding-agency/about/complaints-procedure) and co-co- operate with any investigation carried out by the Department and act on any recommendations made by the Department following the investigation.

Complaints and Feedback. 15.3.1 16.4.1 The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services will rest with the ProviderContractor. The Provider Contractor will have procedures in place including but not limited to a complaints framework, which are acceptable to the Department, to gather and act upon feedback and complaints from Learners and/or their representatives and employers and the wider community. The Provider Contractor must also keep a log of the complaints received which will be accessible to the Department upon request. 15.3.2 16.4.2 The Provider Contractor must ensure that Learners are made aware of its procedure for dealing with complaints and that the procedure is clear and accessible to Learners who wish to complain. The complaints procedure must be published on the ProviderContractor’s website and be provided to the relevant parties as part of the ProviderContractor’s onboarding on-boarding process. 15.3.3 16.4.3 The Provider Contractor will be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department. Once the Provider Contractor has concluded its investigations, including any appeal, it must inform the complainant in writing of the outcome. 15.3.4 16.4.4 Where a complaint has not been resolved to the satisfaction of the complainant the Provider Contractor will advise the complainant of their his or her right to complain to the Department (Complaints procedure - Education and Skills Funding Agency - XXX.XX (xxx.xxx.xx)) and co-operate with any investigation carried out by the Department and act on any recommendations made by the Department following the investigation.

Complaints and Feedback. 15.3.1 ‌ 20.3.1 The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services will rest with the Provider. The Provider will have procedures in place including but not limited to a complaints framework, which are acceptable to the Department, to gather and act upon feedback and complaints from Learners and/or their representatives and employers and the wider community. The Provider must also keep a log of the complaints received which will be accessible to the Department upon request. 15.3.2 20.3.2 The Provider must ensure that Learners are made aware of its procedure for dealing with complaints and that the procedure is clear and accessible to Learners who wish to complain. The complaints procedure must be published on the Provider’s website and be provided to the relevant parties as part of the Provider’s onboarding process. 15.3.3 20.3.3 The Provider will be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department. Once the Provider has concluded its investigations, including any appeal, it must inform the complainant in writing of the outcome. 15.3.4 20.3.4 Where a complaint has not been resolved to the satisfaction of the complainant the Provider will advise the complainant of their right to complain to the Department (Complaints procedure - Education and Skills Funding Agency - XXX.XX (xxx.xxx.xx)) and co-operate with any investigation carried out by the Department and act on any recommendations made by the Department following the investigation.

Complaints and Feedback. 15.3.1 The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services will rest with the Provider. The Provider will have procedures in place including but not limited to a complaints framework, which are acceptable to the Department, to gather and act upon feedback and complaints from Learners and/or their representatives and employers and the wider community. The Provider must also keep a log of the complaints received which will be accessible to the Department upon request. 15.3.2 The Provider must ensure that Learners are made aware of its procedure for dealing with complaints and that the procedure is clear and accessible to Learners who wish to complain. The complaints procedure must be published on the Provider’s website and be provided to the relevant parties as part of the Provider’s onboarding process. 15.3.3 The Provider will be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department. Once the Provider has concluded its investigations, including any appeal, it must inform the complainant in writing of the outcome. 15.3.4 Where a complaint has not been resolved to the satisfaction of the complainant the Provider will advise the complainant of their his or her right to complain to the Department (Complaints procedure - Education and Skills Funding Agency - XXX.XX (xxx.xxx.xx)xxxxx://xxx.xxx.xx/government/organisations/education-and- skills-funding-agency/about/complaints-procedure) and co-operate with any investigation carried out by the Department and act on any recommendations made by the Department following the investigation.

Complaints and Feedback. 15.3.1 16.4.1 The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services will rest with the ProviderContractor. The Provider Contractor will have procedures in place including but not limited to a complaints framework, which are acceptable to the Department, to gather and act upon feedback and complaints from Learners and/or their representatives and employers and the wider community. The Provider Contractor must also keep a log of the complaints received which will be accessible to the Department upon request. 15.3.2 16.4.2 The Provider Contractor must ensure that Learners are made aware of its procedure for dealing with complaints and that the procedure is clear and accessible to Learners who wish to complain. The complaints procedure must be published on the ProviderContractor’s website and be provided to the relevant parties as part of the ProviderContractor’s onboarding on-boarding process. 15.3.3 16.4.3 The Provider Contractor will be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department. Once the Provider Contractor has concluded its investigations, including any appeal, it must inform the complainant in writing of the outcome. 15.3.4 16.4.4 Where a complaint has not been resolved to the satisfaction of the complainant the Provider Contractor will advise the complainant of their his or her right to complain to the Department (Complaints procedure - Education and Skills Funding Agency - XXX.XX (xxx.xxx.xx)) and co-operate with any investigation carried out by the Department and act on any recommendations made by the Department following the investigation.procedure

Complaints and Feedback. 15.3.1 The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services will rest with the ProviderEmployer. The Provider Employer will have procedures in place including but not limited to a complaints framework, which are acceptable to the Department, to gather and act upon feedback and complaints from Learners and/or their representatives and employers and the wider community. The Provider Employer must also keep a log of the complaints received which will be accessible to the Department upon request. 15.3.2 The Provider Employer must ensure that Learners are made aware of its procedure for dealing with complaints and that the procedure is clear and accessible to Learners who wish to complain. The complaints procedure must be published on the ProviderEmployer’s website and be provided to the relevant parties as part of the ProviderEmployer’s onboarding process. 15.3.3 The Provider Employer will be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department. Once the Provider Employer has concluded its investigations, including any appeal, it must inform the complainant in writing of the outcome. 15.3.4 Where a complaint has not been resolved to the satisfaction of the complainant the Provider Employer will advise the complainant of their his or her right to complain to the Department (Complaints procedure - Education and Skills Funding Agency - XXX.XX (xxx.xxx.xx)) and co-operate with any investigation carried out by the Department and act on any recommendations made by the Department following the investigation.

Complaints and Feedback. 15.3.1 ‌ 20.3.1 The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services will rest with the Provider. The Provider will have procedures in place including but not limited to a complaints framework, which are acceptable to the Department, to gather and act upon feedback and complaints from Learners and/or their representatives and employers and the wider community. The Provider must also keep a log of the complaints received which will be accessible to the Department upon request. 15.3.2 20.3.2 The Provider must ensure that Learners are made aware of its procedure for dealing with complaints and that the procedure is clear and accessible to Learners who wish to complain. The complaints procedure must be published on the Provider’s website and be provided to the relevant parties as part of the Provider’s onboarding process. 15.3.3 20.3.3 The Provider will be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department. Once the Provider has concluded its investigations, including any appeal, it must inform the complainant in writing of the outcome.by 15.3.4 20.3.4 Where a complaint has not been resolved to the satisfaction of the complainant the Provider will advise the complainant of their right to complain to the Department (Complaints procedure - Education and Skills Funding Agency - XXX.XX (xxx.xxx.xx)) and co-operate with any investigation carried out by the Department and act on any recommendations made by the Department following the investigation.

Complaints and Feedback. 15.3.1 The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services will rest with the ProviderEmployer. The Provider Employer will have procedures in place including but not limited to a complaints framework, which are acceptable to the Department, to gather and act upon feedback and complaints from Learners and/or their representatives and employers and the wider community. The Provider Employer must also keep a log of the complaints received which will be accessible to the Department upon request. 15.3.2 The Provider Employer must ensure that Learners are made aware of its procedure for dealing with complaints and that the procedure is clear and accessible to Learners who wish to complain. The complaints procedure must be published on the ProviderEmployer’s website and be provided to the relevant parties as part of the ProviderEmployer’s onboarding process. 15.3.3 The Provider Employer will be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department. Once the Provider Employer has concluded its investigations, including any appeal, it must inform the complainant in writing of the outcome. 15.3.4 Where a complaint has not been resolved to the satisfaction of the complainant the Provider Employer will advise the complainant of their his or her right to complain to the Department (Complaints procedure - Education and Skills Funding Agency - XXX.XX (xxx.xxx.xx)xxxxx://xxx.xxx.xx/government/organisations/education- and-skills-funding-agency/about/complaints-procedure) and co-operate with any investigation carried out by the Department and act on any recommendations made by the Department following the investigation.

Complaints and Feedback. 15.3.1 16.4.1 The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services will rest with the ProviderContractor. The Provider Contractor will have procedures in place including but not limited to a complaints framework, which are acceptable to the Department, to gather and act upon feedback and complaints from Learners and/or their representatives and employers and the wider community. The Provider Contractor must also keep a log of the complaints received which will be accessible to the Department upon request. 15.3.2 16.4.2 The Provider Contractor must ensure that Learners are made aware of its procedure for dealing with complaints and that the procedure is clear and accessible to Learners who wish to complain. The complaints procedure must be published on the ProviderContractor’s website and be provided to the relevant parties as part of the ProviderContractor’s onboarding on- boarding process. 15.3.3 16.4.3 The Provider Contractor will be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department. Once the Provider Contractor has concluded its investigations, including any appeal, it must inform the complainant in writing of the outcome. 15.3.4 16.4.4 Where a complaint has not been resolved to the satisfaction of the complainant the Provider Contractor will advise the complainant of their his or her right to complain to the Department (Complaints procedure - Education and Skills Funding Agency - XXX.XX (xxx.xxx.xx)) and co-operate with any investigation carried out by the Department and act on any recommendations made by the Department following the investigation.

Complaints and Feedback. 15.3.1 17.4.1 The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services will rest with the ProviderContractor. The Provider Contractor will have procedures in place including but not limited to a complaints framework, which are acceptable to the Department, to gather and act upon feedback and complaints from Learners and/or their representatives and employers and the wider community. The Provider Contractor must also keep a log of the complaints received which will be accessible to the Department upon request. 15.3.2 17.4.2 The Provider Contractor must ensure that Learners are made aware of its procedure for dealing with complaints and that the procedure is clear and accessible to Learners who wish to complain. The complaints procedure must be published on the ProviderContractor’s website and be provided to the relevant parties as part of the ProviderContractor’s onboarding on-boarding process. 15.3.3 17.4.3 The Provider Contractor will be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department. Once the Provider Contractor has concluded its investigations, including any appeal, it must inform the complainant in writing of the outcome. 15.3.4 17.4.4 Where a complaint has not been resolved to the satisfaction of the complainant the Provider Contractor will advise the complainant of their right to complain to the Department (Complaints procedure - Education and Skills Funding Agency - XXX.XX (xxx.xxx.xx)) and co-operate with any investigation carried out by the Department and act on any recommendations made by the Department following the investigation.

Complaints and Feedback. 15.3.1 The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services will rest with the Provider. The Provider will have procedures in place including but not limited to a complaints framework, which are acceptable to the Department, to gather and act upon feedback and complaints from Learners and/or their representatives and employers and the wider community. The Provider must also keep a log of the complaints received which will be accessible to the Department upon request. 15.3.2 The Provider must ensure that Learners are made aware of its procedure for dealing with complaints and that the procedure is clear and accessible to Learners who wish to complain. The complaints procedure must be published on the Provider’s website and be provided to the relevant parties as part of the Provider’s onboarding process. 15.3.3 The Provider will be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department. Once the Provider has concluded its investigations, including any appeal, it must inform the complainant in writing of the outcome. 15.3.4 Where a complaint has not been resolved to the satisfaction of the complainant the Provider will advise the complainant of their his or her right to complain to the Department (Complaints procedure - Education and Skills Funding Agency - XXX.XX (xxx.xxx.xx)xxxxx://xxx.xxx.xx/government/organisations/education- and-skills-funding-agency/about/complaints-procedure) and co-operate with any investigation carried out by the Department and act on any recommendations made by the Department following the investigation.

Complaints and Feedback. 15.3.1 20.3.1 The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services will rest with the Provider. The Provider will have procedures in place including but not limited to a complaints framework, which are acceptable to the Department, to gather and act upon feedback and complaints from Learners and/or their representatives and employers and the wider community. The Provider must also keep a log of the complaints received which will be accessible to the Department upon request. 15.3.2 20.3.2 The Provider must ensure that Learners are made aware of its procedure for dealing with complaints and that the procedure is clear and accessible to Learners who wish to complain. The complaints procedure must be published on the Provider’s website and be provided to the relevant parties as part of the Provider’s onboarding process. 15.3.3 20.3.3 The Provider will be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department. Once the Provider has concluded its investigations, including any appeal, it must inform the complainant in writing of the outcome. 15.3.4 20.3.4 Where a complaint has not been resolved to the satisfaction of the complainant the Provider will advise the complainant of their right to complain to the Department (Complaints procedure - Education and Skills Funding Agency - XXX.XX (xxx.xxx.xx)) and co-co- operate with any investigation carried out by the Department and act on any recommendations made by the Department following the investigation.

Complaints and Feedback. 15.3.1 ‌ 16.4.1 The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services will rest with the ProviderContractor. The Provider Contractor will have procedures in place including but not limited to a complaints framework, which are acceptable to the Department, to gather and act upon feedback and complaints from Learners and/or their representatives and employers and the wider community. The Provider Contractor must also keep a log of the complaints received which will be accessible to the Department upon request. 15.3.2 16.4.2 The Provider Contractor must ensure that Learners are made aware of its procedure for dealing with complaints and that the procedure is clear and accessible to Learners who wish to complain. The complaints procedure must be published on the ProviderContractor’s website and be provided to the relevant parties as part of the ProviderContractor’s onboarding on-boarding process. 15.3.3 16.4.3 The Provider Contractor will be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department. Once the Provider Contractor has concluded its investigations, including any appeal, it must inform the complainant in writing of the outcome. 15.3.4 16.4.4 Where a complaint has not been resolved to the satisfaction of the complainant the Provider Contractor will advise the complainant of their right to complain to the Department (Complaints procedure - Education and Skills Funding Agency - XXX.XX (xxx.xxx.xx)) and co-operate with any investigation carried out by the Department and act on any recommendations made by the Department following the investigation.

Complaints and Feedback. 15.3.1 The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services will rest with the Provider. The Provider will have procedures in place including but not limited to a complaints framework, which are acceptable to the Department, to gather and act upon feedback and complaints from Learners and/or their representatives and employers and the wider community. The Provider must also keep a log of the complaints received which will be accessible to the Department upon request. 15.3.2 The Provider must ensure that Learners are made aware of its procedure for dealing with complaints and that the procedure is clear and accessible to Learners who wish to complain. The complaints procedure must be published on the Provider’s website and be provided to the relevant Provider¶V ZHEVLWH DQG theErHele vaSntURYLGH parties as part of the Provider’s onboarding process.Provider¶V RQERDUGLQJ SURFHVV 15.3.3 The Provider will be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department. Once the Provider has concluded its investigations, including any appeal, it must inform the complainant in writing of the outcome. 15.3.4 Where a complaint has not been resolved to the satisfaction of the complainant the Provider will advise the complainant of their his or her right to complain to the Department (Complaints procedure - Education and Skills Funding Agency - XXX.XX (xxx.xxx.xx)) and co-operate with any investigation carried out by the Department and act on any recommendations made by the Department following the investigation.

Complaints and Feedback. 15.3.1 15.4.1 The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services will rest with the ProviderContractor. The Provider Contractor will have procedures in place including but not limited to a complaints framework, which are acceptable to the Department, to gather and act upon feedback and complaints from Learners and/or their representatives and employers and the wider community. The Provider Contractor must also keep a log of the complaints received which will be accessible to the Department upon request. 15.3.2 15.4.2 The Provider Contractor must ensure that Learners are made aware of its procedure for dealing with complaints and that the procedure is clear and accessible to Learners who wish to complain. The complaints procedure must be published on the ProviderContractor’s website and be provided to the relevant parties as part of the ProviderContractor’s onboarding on-boarding process. 15.3.3 15.4.3 The Provider Contractor will be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department. Once the Provider Contractor has concluded its investigations, including any appeal, it must inform the complainant in writing of the outcome. 15.3.4 15.4.4 Where a complaint has not been resolved to the satisfaction of the complainant the Provider Contractor will advise the complainant of their right to complain to the Department (Complaints procedure - Education and Skills Funding Agency - XXX.XX (xxx.xxx.xx)) and co-operate with any investigation carried out by the Department and act on any recommendations made by the Department following the investigation.

Complaints and Feedback. 15.3.1 The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services will rest with the ProviderEmployer. The Provider Employer will have procedures in place including but not limited to a complaints framework, which are acceptable to the Department, to gather and act upon feedback and complaints from Learners and/or their representatives and employers and the wider community. The Provider Employer must also keep a log of the complaints received which will be accessible to the Department upon request. 15.3.2 The Provider Employer must ensure that Learners are made aware of its procedure for dealing with complaints and that the procedure is clear and accessible to Learners who wish to complain. The complaints procedure must be published on the ProviderEmployer’s website and be provided to the relevant parties as part of the ProviderEmployer’s onboarding process. 15.3.3 The Provider Employer will be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department. Once the Provider Employer has concluded its investigations, including any appeal, it must inform the complainant in writing of the outcome. 15.3.4 Where a complaint has not been resolved to the satisfaction of the complainant the Provider Employer will advise the complainant of their right to complain to the Department (Complaints procedure - Education and Skills Funding Agency - XXX.XX (xxx.xxx.xx)) and co-operate with any investigation carried out by the Department and act on any recommendations made by the Department following the investigation.

Complaints and Feedback. 15.3.1 The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services will rest with the Provider. The Provider will have procedures in place including but not limited to a complaints framework, which are acceptable to the DepartmentAuthority, to gather and act upon feedback and complaints from Learners and/or their representatives and employers and the wider community. The Provider must also keep a log of the complaints received which will be accessible to the Department Authority upon request. 15.3.2 The Provider must ensure that Learners are made aware of its procedure for dealing with complaints and that the procedure is clear and accessible to Learners who wish to complain. The complaints procedure must be published on the Provider’s website and be provided to the relevant parties as part of the Provider’s onboarding process. 15.3.3 The Provider will be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the DepartmentAuthority. Once the Provider has concluded its investigations, including any appeal, it must inform the complainant in writing of the outcome. 15.3.4 Where a complaint has not been resolved to the satisfaction of the complainant the Provider will advise the complainant of their his or her right to complain to the Department (Complaints procedure - Education and Skills Funding Agency - XXX.XX (xxx.xxx.xx)) Authority and co-operate with any investigation carried out by the Department Authority and act on any recommendations made by the Department Authority following the investigation.