Gateway Qualifications is committed to providing high-quality products and services and values feedback and complaints as an opportunity to improve our services and overall customer satisfaction. We strive to provide a fair, efficient and effective process, and we aim to resolve your concern without delay, learning any lesson that may arise from the experience.
Our Feedback and Complaints Policy covers our customers, including our learners, who wish to provide feedback or raise dissatisfaction with us about our products or services.
What do I need to do?
Make sure you have the following information before registering your feedback or complaint:
If you are a Centre or provider:
Your name, Centre name, email address, and phone number
Details about the qualifications and subject that your feedback or complaint refers to (if applicable)
A clear explanation of what you think went well, or what went wrong and how this affected you
What improvements would be beneficial, or
What should be done to put things right
If you are a learner or an apprentice:
A clear explanation of what you think went well, or what went wrong and how this affected you
For a complaint, a copy of a final letter that confirms you have completed the Centre or provider complaints procedure
Any other documents to support your complaint
We will store any information you send us securely.
What to expect
We take all feedback and complaints seriously, and you will be told whether we can look into your feedback or complaint.
We will:
acknowledge receipt within 2 working days, usually by email
summarise our understanding
give you the opportunity to clarify any elements, if necessary
ask for more information from you if necessary, in which case we will call or write to you with details of what we need.
How to send in feedback or make a complaint
The below flowchart helps you determine which actions you need to take and the expected timescales.
* Learners can raise a complaint directly to Gateway Qualifications in exceptional circumstances where they feel there is a significant breach of Gateway Qualifications’ procedures or published requirements by the centre by following the guidance set out in our Malpractice and Maladministration Policy. Should a complaint be submitted that alleges malpractice or maladministration, we will respond to inform the party that the issue will be considered following our Malpractice and Maladministration Policy. Gateway Qualifications reserves the right to refer a complaint of this nature back to the relevant centre for initial consideration.
Feedback and Complaints
Rejected feedback or complaints
If we are unable to consider your feedback or complaint, we will:
explain to you why
provide information on who may be able to help you, if we can
advise you of the next steps should you believe we have made the wrong decision
Giving feedback
Gateway Qualifications is passionate about meeting and exceeding the expectations of our customers. We are keen to receive feedback to help inform any improvements and welcome comments, suggestions, compliments, and feedback about the service you have experienced including where you feel you have come across a level of service that is below your expectations.
To provide feedback please complete the form below.
Recognised Centres are also able to provide qualification specific feedback to us by completing a qualification feedback form in Prism.
Appeals
Appeals can be submitted to us by completing our Appeals Form.
If your concern relates to suspected malpractice, for example in relation to an assessment or examination, you should send your concern to us without delay, please complete our Suspected Malpractice form.
Making a complaint
If you have already tried to resolve an issue and wish to make a formal complaint, please identify below who you are so we can handle your complaint effectively.
Our staff are dedicated to supporting customers and are trained in how to deal with and overcome issues raised. Gateway Qualifications will try and resolve any problem or issue informally at the earliest opportunity. Our dedicated Customer Excellence team will review your concerns and if they are unable to help, will refer you to an appropriate member of the Gateway Qualifications’ team.
We are aware that sometimes issues cannot be resolved simply and quickly, therefore, if it is not possible to resolve your complaint informally, or if you are not satisfied with the support provided, you must send in a formal written complaint. You can do this by completing the below form.
Whilst we will treat every complaint fairly, we will not engage with frivolous, habitual or vexatious complaints. Gateway Qualifications will not accept repeated contacts from complainants unless presented with new information or evidence. In such circumstances, the complainant will be notified in writing with any further contact from the complainant on the matter disregarded and not acknowledged.
Your complaint must be made within one month of the issue or event you wish to raise.
If you have a complaint regarding your centre, you must first follow the complaints procedure with your Centre.
If you are not satisfied with the outcome of the Centre’s complaint investigation, you may raise the matter with Gateway Qualifications by completing the form.
Confidentiality and whistleblowing
If you wish to remain anonymous, please inform us that you do not wish for us to divulge your identity. Gateway Qualifications is not obliged (as recommended by the Regulators) to disclose information if to do so would be a breach of confidentiality and/or any other legal duty. You can find details of how to get in touch on our contact us page.
Whilst we are prepared to investigate issues, which are reported to us anonymously and/or by whistle-blowers, this may prove more difficult for us to do so. We shall always try to confirm the grounds of an allegation by means of a separate investigation, before taking up the matter with those to whom the complaint/allegation relates. Gateway Qualifications defines whistle-blowers as being current or ex members of staff (both permanent or contracted), contractors, consultants or third-party suppliers of a centre of Gateway Qualifications and/or current or previous learners.
