Raising a concern or making a complaint

The University recognises that there might be times when apprentices or their employers wish to raise concerns about the services that we provide. We value all feedback, good or bad, and aim to learn from any negative comment to help us improve the service that we offer.

How do I complain?

We encourage you to raise any complaints informally as soon as you are aware of an issue, by contacting the team via apprenticeships@coventry.ac.uk or using the University’s conciliation scheme

Should your complaint not be resolved via this informal route, then please see Appendix 10 of the general regulations for our formal complaints procedure available from our website.

If your complaint has not been resolved through this formal complaint procedure, you are able to escalate this externally to the Apprenticeship Service Support by calling 08000 150 600 or emailing :helpdesk@manageapprenticeships.service.gov.uk. Please note that you will need to have completed our internal process before your complaint can be escalated.

Complaints made to the ESFA

The ESFA brings together the former responsibilities of the Education Funding Agency (EFA) and Skills Funding Agency (SFA) to create a single agency accountable for funding education and skills for children, young people and adults.

Before making a complaint to the ESFA, the complainant should have exhausted the Coventry University complaints procedure, including any appeals process.

Complaints should be email to: complaints.esfa@education.gov.uk, or put in writing to:

Customer Service Team
Education and Skills Funding Agency
Cheylesmore House
Quinton Road
Coventry
CV1 2WT

When contacting the ESFA, the following will need to be provided:

• The name of the training provider that the complaint is about.
• Details of the complaint, together with the relevant documents.
• Evidence that the training providers complaints procedure has been exhausted, including any appeals process (for example, written correspondence confirming the outcome).
• Permission to disclose details of the complaint to the organisation concerned.
• If complaining on behalf of a learner, evidence that they have given their permission to do so.