Commercial Learning and Development - Complains Procedure

Complaints Procedure for the Government Commercial Function (GCF) Commercial Learning and Development Programmes

Learners can raise an enquiry or complaint about Commercial Learning and Development programmes and products by contacting the Commercial Learning and Development Team as set out below.

• Email: commercial-development@cabinetoffice.gov.uk
• If the Commercial Learning and Development Team cannot answer a learner's specific query, they will route the learner to the appropriate point of contact.
• The Commercial Learning and Development Team aims to respond to enquiries within five working days of receipt.

Where the learner is dissatisfied with any part of the training offer or service received and wishes to make a complaint, they should contact the Commercial Learning and Development Team to review with the relevant stakeholders including relevant internal teams. The Commercial Learning and Development Team takes all complaints seriously. To assist with the speedy resolution of complaints, it would be helpful if you could identify which action you require to enhance service delivery.

Escalated complaints process (ECP)

An established ECP is in place for the GCF, to manage escalated complaints. An escalated complaint is an expression of dissatisfaction, in writing or verbally, about the outcome of the investigation and/or response to a complaint previously raised by a department or a learner.

The ECP is set out below.

• The Commercial Learning and Development Team will investigate and respond to the initial complaint.
•  The complainant responds to the Commercial Learning and Development Team stating they are dissatisfied with the investigation or response.
• The Commercial Learning and Development Team classes this response as an ‘escalated complaint’.
• The Commercial Learning and Development Team raises an escalated complaint to the GCF Faculty Deputy Director within five working days of receipt. This will include:

○ the complainant’s details

○ a summary of the complaint

○ a summary of actions taken so far and timescales, with attachments where appropriate.

•  The GCF Faculty Deputy Director will complete an independent and full review of the case from beginning to end and come to a final decision.