Complaints and Grievance Procedure
At DG Training we strive to develop and maintain positive relationships with At DG Training we strive to develop and maintain positive relationships with candidates and their employers. However, we recognise that there may be times when individuals feels aggrieved and may wish to complain about matters other that assessment decisions (which are handled through the appeals procedure). In these instances, please follow the procedures as outlined below:
- An informal complaint or grievance can be registered verbally to Louise Ramsay within 7 working days of the event.
- Formal complaints should be in submitted in writing to Louise Ramsay within 14 working days of the event.
- Receipt of the complaint will be acknowledged by telephone or email within 24 hours of receipt.
- Those involved in the complaint will have the right to attend a meeting to express their views in person.
- Louise Ramsay will consider the complaint and inform the complainant of the outcome in writing within 10 working days.
- If the complaint cannot be satisfactorily resolved by Louise Ramsay, an independent third party will be appointed by DG Training. Their decision will be final.
- If candidates are not satisfied with DG Training’s response to their complain, the complaint can be escalated to the relevant Awarding Body/Organisation – REHIS, SQA or Highfield.
- If candidate do not receive a satisfactory resolution from the Awarding Body/Organisation, the complaint can be escalated further to the relevant Qualification Regulator – SQA Accreditation.
- SQA Accreditation is unable to overturn assessment decisions or academic judgements in accordance with Principle 17 of the SQA Accreditation Regulatory Principles (2021)
- The following relates to complaints regarding publicly funded qualifications in Scotland only. Should you have undertaken a publicly funded qualification in Scotland, wish to make a complaint and you have exhausted the procedures of DG Training, REHIS, SQA or Highfield Qualifications as the Awarding Organisation, and the relevant qualification regulator then you do have one final route of complaint. Please contact the Scottish Public Services Ombudsman (SPSO) directly.
CONTACT DETAILS
DG Training – E: louise@dg-training.co.uk T: 01387 403 165 M: 07711 744 332
SQA – E: complaints@sqa.org.uk T: 0345 279 1000 SQA Complaints Handling Procedure
REHIS – E: contact@rehis.com T: 0131 229 2968
Highfield – E: confidentialenquiries@highfieldabc.com T: 0845 226 0350 Highfield Complaints Procedure
SQA Accreditation – E: accreditations@sqa.org.uk Complaint Form T: 0345 213 5249
