Because feedback fuels growth, and we’re always growing.
Diverse Futures is committed to delivering the best possible learning experience for apprentices/learners, employers, and stakeholders. Feedback from across our colleagues, apprentices/learners, employers and partners helps us to constantly review and act upon opportunities to improve, to share best practice, and to constantly strive to do better.
We are dedicated to creating an open and honest environment where apprentices/learners, stakeholders, visitors and employers are encouraged to provide formal and informal feedback when things go well, and to have clarity on what they need to do when they are unhappy with the service being provided and they want to make a complaint.
What This Page Is About
This page outlines what any apprentice/learner, employer, stakeholder, parent, or visitor needs to do in order to make a complaint to Diverse Futures about the service it provides.
Within the scope of our complaints policy, we will review our delivery or performance of:
- The quality, management, or experience on Diverse Futures programmes
- Issues with delays in handling or administering learner programmes and/or progress
- How Diverse Futures colleagues conduct themselves and/or the approach we take to recruitment, training delivery, or assessment/exams and apprenticeship assessment
- Equality and Diversity issues
Separate policies are in place and made available to apprentices/learners and employers covering practice in relation to learner behaviour and conduct (Learner Rights and Responsibilities), staff behaviour (Staff Standards of Business Conduct), and staff disciplinary. Issues identified or raised relating to these will be handled under the appropriate policy.
This complaints policy is shared with all colleagues through induction training. Updates to policies are also communicated through email communications, and staff meetings.
This policy is reviewed annually, or in response to updates and changes to any relevant legislation and guidance, whichever is sooner.
We readily accept that there may be an occasion where you do not feel your experience has been as good as we would like it to be, and as such we want to make it easy for you to approach us and make a complaint.
We aim to ensure that:-
- Making a complaint is as easy as possible.
- We treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response.
- We deal with it promptly, politely and, when appropriate, confidentially.
- We respond in the right way, for example by giving you an explanation or an apology where we have got things wrong and letting you know what action we’ve taken.
- We learn from complaints and feedback, and we use them to improve our service.
What’s In Scope?
It is not possible to provide a definitive list of examples of complaints, but the following are examples of situations that would constitute a complaint:
- Incorrect invoicing.
- Certificate spelling errors.
- Lack of response to queries.
- Website issues.
- Delay with receipt of certificates.
- Non-compliance with stated Diverse Futures process e.g., not adhering to published timescales of processes.
Diverse Futures is committed to ensuring that the complaints process is accessible to all apprentices, learners, employers, and stakeholders. Reasonable adjustments will be provided where required, including alternative methods of raising a complaint (for example, by telephone or via an advocate) to meet the needs of individuals with disabilities or additional learning needs. Complainants requiring support should contact Diverse Futures at info@diversefutures.com to discuss their requirements.
Data Collection, Analysis and Continuous Improvement
Diverse Futures understand that continuous improvement is vital to effective practice. We do this by:
- Ensuring that sufficient data is captured to enable identification of best practice
- Gathering learner feedback, including complaints, which enables the identification of best practice and drives decision making relating to our offer and delivery.
- Reviewing any complaints and acting on recommendations
The lawful basis for processing personal data in connection with complaints is Diverse Futures’ recognised legitimate interest in managing and responding to issues raised regarding its services.
Complaint records and any personal data processed as part of an investigation will be handled in accordance with the UK GDPR, the Data Protection Act 2018, and the Data Use and Access Act 2025. This includes requirements relating to transparency, proportionality, secure processing, and data minimisation.
All formal complaints received by Diverse Futures will be recorded and logged securely. Complaint records will be periodically reviewed to identify patterns, trends, or emerging issues, and this analysis will be used to inform service improvements and staff training. Complaint records will be handled in line with data protection requirements and confidentiality obligations.
Confidentiality
Information provided in a complaint may be shared with relevant colleagues involved in the investigation or response. Information will only be shared where necessary and proportionate to address the issues raised and will not be shared more widely without a clear lawful basis.
Except in exceptional circumstances, we will try to ensure that your complaint remains confidential, but in some cases the circumstances giving rise to the complaint may make it impossible to maintain confidentiality. In these situations, we will discuss this with you.
Investigation and Outcome
The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction. Diverse Futures’ aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated.
We’ll acknowledge your complaint and let you know who will be dealing with it. We will appoint an appropriate person to investigate the matter on your behalf.
We aim to resolve complaints within 10 working days but if it’s going to take longer than that we’ll keep you fully informed.
Once we have completed our investigation, we will explain what went wrong and why, apologise when it is appropriate and take action to remedy the situation as soon as possible.
The three stages to our complaints process are:-
Stage 1 – Informal
If you have an issue with some aspect of Diverse Futures’ delivery, please raise this in the first instance with the person you deem to be your main/usual point of contact. In most cases, for example this will be your Skills Coach.
At this stage, your complaint could be raised as part of a discussion or an email exchange.
If you do not have a usual point of contact, or the complaint relates to that person, it should be submitted to Diverse Futures by emailing info@diversefutures.com
The time for responding to complaints at Stage 1 is 5 working days but should usually be less.
Stage 2 – Formal
If the complaint is unresolved through following the steps at Stage 1, then a formal complaint should be submitted by email to: info@diversefutures.com
Please include details of:
- Your full name
- Contact details
- What the complaint is about
- Details of how you have raised the complaint informally (to whom, in what format, and what response you got)
- What solution to the issue do you see
- Any documentary evidence
Your complaint will be allocated to an appropriate manager depending on the nature of your complaint. Your complaint at this stage should be acknowledged within 2 working days and investigated and responded to in writing within 10 working days. If the handling manager requires further time to fully investigate your complaint, they will write to you to advise you of this prior to the end of the 10-working day period.
Where essential information is required from a complainant to progress an investigation, Diverse Futures may pause the investigation timeline until the information is received. The complainant will be informed if this is required.
Stage 3 – Appeal
If you are not satisfied with the response you receive to your complaint at Stage 1 and/or 2, and wish to appeal, you should contact the Director of Delivery for Diverse Futures within 10 working days of the issue of the Stage 1/2 response by emailing Ayesha Sharda (asharda@diversefutures.com)
The appeal request must clearly explain the reason(s) for appeal and will only be considered if the complainant can evidence one or more of the following:
- Any aspect of the original complaint was not investigated
- The investigation findings do not match the outcome
- There is new evidence which was not reasonably available at the time of the original complaint investigation
- Diverse Futures’ complaints process was not followed
The Director of Delivery for Diverse Futures will undertake a full review of the original complaint, the evidence collected by the person who investigated the matter on your behalf and their response. Consultation with all parties will take place to provide you with Diverse Futures’ response and any further actions that may need to be taken.
Your complaint at this stage should be acknowledged within 2 working days and investigated and responded to in writing within 10 working days. If the Director of Delivery requires further time to fully investigate your complaint, they will ensure that you are written to you to advise you of this and a new deadline prior to the end of the 10-working day period.
For learners wishing to appeal assessment decisions please refer to the Appeals and Enquiries Procedure for Standards. If there is an allegation of malpractice, please refer to the Malpractice and Maladministration Policy.
Complaint records will be retained in line with Diverse Futures’ Data Retention Schedule and then securely deleted.
What If You’re Still Unhappy?
If you are unhappy with an apprenticeship and have not been satisfied with the outcome of following Diverse Futures’ complaints procedure above, then you can contact the Department for Education (DfE) directly and raise your concerns with them.
Please contact the DfE on the details below:
Email: customer.complaints@education.gov.uk
In writing: Customer Service Team, Department for Education, Cheylesmore House, Quinton Road, Coventry, CV1 2WT
Please see the link below for more information:
If you are still unsatisfied after the DfE have responded, then you can write to the complaints adjudicator to decide on the case.
Please note that the DfE will only investigate complaints relating to the delivery of education and training provision funded by the DfE. They will not intervene in disputes about academic or assessment decisions, which are covered by separate Appeals processes. Before contacting the DfE, complainants must have fully completed all stages of Diverse Futures internal complaints process and provide evidence of the steps taken.
Complaint Conduct
Complaints should be raised within twelve months of the original issue so that evidence is available for the investigation. Any complaint received after this period will not be investigated.
Learners should be aware that malicious complaints received in any form will result in disciplinary action (i.e., complaints that are not true, use of foul language in any communication that are sent to colleagues).
All complainants should be aware that colleagues have the right to work in a pleasant and safe environment and any violent or abusive behaviour towards colleagues will not be tolerated.
Related Policies
- Appeals & Enquiries Procedure (for AA/Standards)
- Malpractice & Maladministration Policy
- Disciplinary Policy
- Plagiarism & Cheating Policy
- Conflict of Interest Policy
- Reasonable Adjustments & Special Considerations Policy
Got Feedback Right Now?
We’re always open. Email us at info@diversefutures.com – or just talk to your coach, your contact, or any member of our team.
Together, we’ll make things better.
