Apprenticeships Complaints Policy

Royal Free London NHS Foundation Trust Apprenticeships

The tripartite mission of Royal Free London NHS Foundation Trust is to seek to be world class in clinical services, research and education. We run internationally recognised training programmes and are a leading NHS trust for the training of doctors, nurses, midwives and professions allied to health. Apprenticeships form one of the strategies to achieve that world class excellence in education. We have a key objective of being in the top 10% in the NHS for education, training and development.

The Trust aims to provide all staff with personal development, access to appropriate training for their jobs, and line management support to succeed and develop their full potential to become world class and deliver a world class service. Apprenticeships are but one mechanism to achieve this.

Compliments and complaints

Listening and responding to your feedback

We work hard to provide high standards of apprenticeship services and we know how important it is that apprentices, their line managers and employers are as happy as possible with us. If anything falls short of the expectations or agreements with apprentices and their line managers, we will do all we can to put things right and make sure the same thing doesn’t happen again.

Our staff love to hear your comments and all feedback is passed back to the team. We take all complaints very seriously and will investigate each matter that is raised. We will respond to you as quickly as possible and we use the complaints we receive to improve our apprenticeship services.

Compliments and suggestions

If you would like to share a positive experience or make a suggestion about any aspect of our apprenticeship service, please speak to your tutor or assessor. Alternatively you can contact the Head of Apprenticeships, Paul Marijetic

Unhappy with your apprenticeship?

If you are unhappy with any aspect of your apprenticeship please speak to your tutor or assessor. These are the best placed people to address your unhappiness in the first instance. Our staff will do their best to resolve any issues you raise. You can also contact the Head of Apprenticeships, Paul Marijetic

How do I make a compliment or complaint?

Individuals who believe that they have suffered any forms of disservice, discrimination, harassment or victimisation are entitled to raise the matter through the formal complaints procedure.

All complaints will be dealt with seriously, promptly and in confidence.

We are committed to dealing with complaints as soon as possible and will ensure individuals making complains will not be victimised, all complaints of victimisation will be dealt with immediately and

will have serious consequences, resulting into disciplinary action.

We want to learn from complaints and no apprentice will be treated unfairly because a concern has been raised about our services.

We will acknowledge receipt of the complaint within 1 business day of receipt (usually within 4 hours).


All complaints are treated in confidence and will be handled professionally. Information is shared with the relevant employees internally, on a need to know basis only. All complaints are dealt with in line with our Equality and Diversity Policy, our aim is to always find a satisfactory resolve for the customer where possible.

• Individuals who wish to make a complaint need to contact the Head of Apprenticeships in the first instance via email or by telephone.

• The Head of Apprenticeships will raise a complaint tracking form and start the investigation.

• If the complaint is directed at the Head of Apprenticeships, the complaint will be passed on to the Deputy Director of Education.

• The Head of Apprenticeships may also use the help of more senior and suited staff to discuss the complaint and get advice on necessary procedures and calls to action.

• If you are dissatisfied with the response from the Head of Apprenticeships you can escalate the complaint to the Deputy Director of Education

• All stages of complaints will be recorded, filed and stored in a secured location. Information gathered is subject to the Data Protection Act 1998 and General Data Protection Regulation 2018.

• We will inform all partners affected by the complaint in writing. We are dedicated in providing the best level of service to all our clients and take every complaint seriously. We encourage best practice and have procedures and policies in place to minimise the number of complaints we receive.

• Our intention is to highlight the levels of learner and employer satisfaction which contribute to our policy of continuous improvement.

• If you feel the complaint hasn’t been dealt with effectively by our process then you can contact the Education and Skills Funding Agency (ESFA) to complain.

Process Flowchart