Complaints Policy

Introduction

Lotus Education is committed to providing high-quality services and we will resolve any problems in
our services as quickly as possible. We place feedback from people who use our services at the heart
of our work, because every concern is an opportunity for us to improve the quality of our provision.
We also want to hear about positive experiences so we can highlight good and outstanding services.
We take complaints seriously – and we expect our staff to do so too. The apprentice induction process
describes complaints handling. Poor practice will be found and acted on. Good practice will be shared.
We work to make it easier to give us good quality feedback, and work with our staff to improve
learner’s experience.

Scope

This policy applies to all provision delivered by Lotus Education. We want to provide good-quality
services for everyone, but things sometimes go wrong. If they do, we need to know about them so
that we can put them right and learn from them. This will help us to improve our performance. A
copy of this policy is available on our website. https://lotusdentaleducation.co.uk/
We will make it easy for learners/apprentices to make a complaint by doing the following.
Giving you the chance to make a complaint:
 in person to their trainer
 email: support@lotusdentaleducation.co.uk
 by phone 020 7183 4608
 by using the contact us (form) on this site.

Definition of a complaint

We define a complaint as ‘an expression of dissatisfaction concerning the provision of an
apprenticeship programme when the complainant has drawn his or her concern to the attention of
their trainer, coach or the centre and is not satisfied with the response’.
Formal appeals are excluded from the complaint procedures (see Appeals Procedure).

If you want advice before making a complaint or taking a complaint to the next stage, we will be happy
to help you. We will not register a formal complaint unless you ask us to.

Before you make a complaint

If you experience problems with any aspect of our services you should contact your trainer as soon as
possible so that we can act quickly to put things right. It is essential that you act immediately if there
is a possibility that your progress will be affected by any problem you have experienced.
We cannot accept responsibility for problems that affect the outcome of your programme if you delay
telling us about them until it is too late for us to put things right.

If you have told us about problems and you are not satisfied with our response, you are entitled to
make a formal complaint.


Making a Formal Complaint

You must make your complaint within a reasonable time following the matter that prompted your
complaint. This should be no more than three months after completion of or withdrawal from the
programme in which the complaint arose, after which your complaint will be considered to be ‘out of
time’, save in exceptional circumstances that prevented you from making a submission. Ideally you
should make your complaint as soon as possible, to enable us to investigate and respond to your
complaint in a timely manner.

Lotus Education is committed to dealing with all complaints as quickly as possible and will normally
follow the time limits set out in this procedure. You will be informed of any delay and the reason for
it if one should arise.


Stage One

The complaint should be submitted to the Lotus Education in writing by post or email. You should
expect to receive a reply within 10 working days of the Centre receiving your complaint. If we cannot
give you a full reply within that time, we will tell you when we will be able to do so.

Stage Two

If, when you receive our reply to your complaint, you are not satisfied that we have done everything
possible to address the matter, you can ask the Compliance Manager to review your case. You must
put your complaint in writing, including:
 full details of your complaint and all matters related to it
 copies of any previous correspondence with us related to your complaint
 the reasons why you are dissatisfied with the initial resolution offered
 what you think we should do to resolve your complaint
An acknowledgement of your complaint will be sent within three working days of receiving it. The
Compliance Manager will send you a full reply within 10 working days of the date of the
acknowledgement letter or, if that is not possible, contact you again to let you know when you can
expect a full reply.

Stage Three

If, when you have a full reply from the Compliance Manager, you are still not satisfied that we have
done everything possible to answer your complaint, you can ask for it to be referred to the Managing
Director at Lotus Education.
You must clearly set out the reasons for requesting a review and enclose any additional evidence in
support of your complaint. You should also explain what you would like to happen to resolve your
complaint.
Lotus Education will acknowledge your request within three working days.
The Managing Director will investigate whether we have handled the matter fairly in line with our
policy and procedures, and whether we should do anything else. The Managing Director will reply to
your complaint within 10 working days of the date of the acknowledgement letter or, if that is not
possible, contact you again to let you know when you can expect a full reply.

The Managing Directors decision is the final decision on behalf of Lotus Education Ltd.
Rights and Responsibilities
We will:
 deal with all complaints within the time limits set out in this procedure
 make sure that we deal with all the points you raise, and that our replies explain the outcomes clearly
 handle your complaint confidentially and only give people the information that is needed to carry
out a proper investigation and make a full response
 make sure that no complaint you have made in good faith will be used to your disadvantage in the
future
 always be polite
If you are making a complaint, you should:
 give us full details of your complaint in writing
 always be polite


Equality and Diversity

Apprentices and learners have the right to express dissatisfaction with the services they receive from
Lotus Education. Apprentices and learners using this policy can expect to be treated fairly and without
discrimination.
As part of the Prevent strategy we promote the Fundamental British Values to reflect life in modern
Britain. These values are Democracy, Rule of Law, Respect and Tolerance, Individual Liberty.
Fundamental British Values underpin what it is to be a citizen in a modern and diverse Great Britain
valuing our community and celebrating diversity of the UK.
Fundamental British Values are not exclusive to being British and are shared by other democratic
countries as a way of creating an orderly society, where individual members can feel safe, valued and
can contribute for the good of themselves and others.
These will mirror our principles and values and all the work areas that we support. These will occur
throughout ours programmes and will be promoted by all staff.
Dissemination of the Complaints Procedure
The Complaints Procedure shall be:
 Discussed on training courses
 Included in the apprentice induction booklet
 Available on our website at the following https://lotusdentaleducation.co.uk/
 The web link will be given to every learner as part of the induction process
Further Information
Education and Skills Funding Agency Complaints:

https://www.gov.uk/government/organisations/education-and-skills-funding-
agency/about/complaints-procedure#complain-about-a-post-16-training-provider-college-or-
employer-we-fund

Please use the guide below when making a complaint.

CUSTOMER COMPLAINTS FORM

Name:
Email:
Company Name:
(if applicable)
Address:

Telephone Number:
Which service is your
complaint about?

Type of complaint:
How do you think we should
respond to your complaint?
(please use this section to tell
us what you think we should
do about your complaint)

Please detail any
recommendations of areas
where we can improve our
performance concerning the
information, advice and
guidance given

FOR OFFICE USE ONLY
Date complaint received:
Complaint to be dealt with by:
Date complaint resolved: