Learner Complaint Procedure

CareShield Ltd is committed to providing high standards of training and aim to treat all of our learners with respect. 

We will aim to resolve your complaint as quickly as possible so that we are able to maintain a positive working relationship.  We take all complaints seriously and will treat all complainants with courtesy, respect and fairness at all times.  We would also expect that respect in return to allow us to reach a positive outcome.

Following the successful resolution of your complaint we will then keep in regular contact to ensure you continue to remain happy with our services.

Complaints can be made by telephoning your Coach in the first instance, or Sarah Clutterbuck, Apprenticeship Delivery Manager on 0345 880 1818 or you can alternatively send your complaint to us in writing to:

Paul Hibbin, Head of Funded Learning

CareShield Ltd
1st Floor, Bank House
Primett Road
Hertfordshire, SG1 3EE

All information collected will be kept in accordance with all current GDPR and Data Protection Regulations.


At CareShield we strive to ensure that the services we provide meet the needs and preferences of our employers and learners.  However, if you do feel there is a complaint to be raised then we will endeavour to ensure this is dealt with quickly.

When we receive a complaint this will be referred in the initial stages to the your Tutor/Assessor and Apprenticeship Manager, Sarah Clutterbuck.  Tutor/Assessor or Apprenticeship Manager will then make contact with the complainant and thoroughly discuss the concerns in preparation for investigating the complaints.

Depending on the nature of the complaint the we will seek to find a resolution whilst discussing the complaint with you, however if the details of the complaint are more complex then we will have 2 working days to respond to the complaint. You may be asked to put your complaint in writing at this stage, depending on the nature of the complaint being made.

During this time the Apprenticeship Manager will investigate the allegations made and his may involve speaking to Tutor/Assessors, staff or the employer to seek a solution that all parties are happy and comfortable with.

Upon full investigation of the complaint the Apprenticeship Manager will respond to you.  We aim to ensure 100% learner and employer satisfaction.  All complaints will be treated with fairness and respect and will be resolved as quickly as possible to prevent any delays in learning.

If you remain unsatisfied with the complaint then you can take your complaint to the Senior Management Team, Managing Director or CEO.

In the event of the Apprenticeship Manager's absence, complaints will be directed to the Chief Operating Officer.


The majority of issues raised by learners are concerns rather than complaints.  CareShield is committed to taking concerns seriously, at the earliest stage, in the hope of keeping the number of formal complaints to a minimum and without needing formal procedures.  However, depending on the nature of the complaint, you may wish or be asked to follow the CareShield formal complaints procedure.  For CareShield to be able to investigate a complaint, it needs to be made within one year of the incident occurring.  If a complaint is older than a year it will not be investigated unless it relates to a criminal offence, safeguarding, racism, sexism, discrimination, civil legal proceedings or health and safety.

The aim of the CareShield Complaints Policy is to resolve the complaint as fairly and speedily as possible. Formal complaints will be dealt with in a sensitive, impartial and confidential manner.  Malicious complaints may incur appropriate action by CareShield.

The following details outline the stages that can be used to resolve and manage complaints.

The CareShield Complaints Policy has three main stages:

In summary they are as follows: -

Stage 1: A concern is raised informally with a staff member or Tutor/Assessor.

Stage 2: Formal complaint is heard by the Apprenticeship Manager.

Stage 3: Complaint is heard by the CEO or COO.


Stage 1
Raising a concern.

Concerns can be raised with CareShield at any time and will often generate an immediate response, usually by telephone, which will resolve the concern.  CareShield requests that learners make their first contact which will normally be their Tutor/Assessor.  If your complaint requires further action then your Tutor/Assessor will forward your complaint on to the Apprenticeship Manager in the first instance to discuss your complaint.

On some occasions the concern raised may require investigation, or discussion with others, in which case you will receive an informal but informed response within 2 working days and you may be asked to put your complaint in writing.  The majority of concerns will be satisfactorily dealt with in this way.

However, if you are not satisfied with the result at Stage 1, please write or call CareShield Chief Operating Officer within 10 working days and state what you would like CareShield to do.  CareShield will then look at your complaint at the next stage.  We will keep all people who make a compliant informed of the next step and timelines.  All people making a complaint will be protected as per CareShield Whistleblowing Policy, including learners.

Any staff member that takes responsibility for dealing with a complaint from a learner will log it on to our complaints form and tracker within 24 hours of receiving the complaint, collecting all applicable information, evidence or data.  In most instances, minor complaints are resolved within this time however, all complaints must be logged, even if they have already been resolved.

Throughout the procedure, the complaint and resulting actions will be followed up by the COO at our Head Office. 

Stage 2
Complaint heard by a member of the Apprenticeship Manager.

Following unsatisfactory resolution at the first Stage, then Stage 2 complaints should be put in writing and addressed to CareShield Human Resources, First Floor, Bank House, Primett Road Stevenage, Herts, SG1 3EE United Kingdom, telephone 0345 880 1818.  The complaint will be logged, including the date it was received.  A member of the Senior Management Team will normally acknowledge receipt of the complaint within 2 working days of receiving it.  In many cases this response will also report on the action that CareShield has taken to resolve the issue.  Alternatively, a meeting may be convened to discuss the matter further.  This meeting will normally take place within 10 working days. The aim will be to resolve the matter as speedily as possible.  However, if the person making the complaint is not satisfied with the result at Stage 2 please then they should write or call CareShield within 10 working days of receiving our response.

Stage 3

Complaint heard by the CareShield CEO or COO.

If the matter has not been resolved at Stage 2, the CEO or COO will arrange further investigation.  Following the investigation, the CEO or COO will normally give a written response within 10 working days.

Stage 4

Complaint heard by the relevant Awarding Organisation.

If the matter has not been resolved at Stage 3, then the CEO or COO will arrange for the Awarding Organisation to investigate.  This will normally be the final stage and their decision will be final.

Findings and Recommendations.

The hearings are intended to make findings and recommendations that will be sent using electronic mail or given to the complainant in the form of a letter and where relevant, to the person complained about.

Written Records

A written record will be kept of all complaints made at all stages of the complaints process (from the preliminary stage to panel hearing).  Records will indicate whether complaints have been resolved at the preliminary stages or whether they proceeded to a later stage hearing.


All correspondence, statements and records relating to individual complaints will be kept confidentially secured on the CareShield head office premises available for inspection by the proprietor or quality inspection organisation conducting an inspection for government agencies and governmental bodies who may require access to them.