Introduction
UKSA is committed to delivering high-quality services and values feedback from customers. Complaints and non-conformances are treated seriously and used to improve our operations.
A complaint is defined as an unsolicited expression of dissatisfaction with our services. All complaints will be handled with discretion, without discrimination and in line with equalities legislation.
A non-conformance refers to a failure to meet a requirement or standard, requiring corrective action to prevent recurrence.
Responding to Complaints Containing Safeguarding Concerns
We will prioritise complaints that we consider to be high risk, for example those relating to safeguarding or disability support, or where the impact of the issues raised has detrimental consequences for the student’s mental health or where the student displays distress.
If you have a concern about the safety of a young person or adult with care and support needs at UKSA you should contact UKSA’s Reception (01983 294941) or UKSA’s dedicated Safeguarding Number (01983 301894), where you will be referred to one of UKSA’s designated safeguarding team. You can read more about our commitment to protecting students in our Safeguarding Policy, which is available on UKSA’s website.
Employees’ reporting non-conformances should email the Quality Assurance Officer.
Procedural Steps
UKSA will investigate every complaint thoroughly and deal with the issues as quickly as possible. We will admit our failings if the facts clearly prove that we have not delivered an acceptable standard of service or procedures have not been followed or require amendment. UKSA will not investigate anonymous complaints or those considered to be malicious.
Stage 1
Resolving the issue informally
Customers are encouraged to raise concerns promptly with their mentor, instructor, skipper, reception, course manager or the Schools and Groups team. This allows any issues/concerns to be addressed directly, as soon as possible and resolutions obtained through dialogue. If unresolved, the complaint may proceed to Stage 2. Complaints must be raised within 14 days of course completion.
Stage 2
Making a formal complaint
Complaints can be submitted via phone, personal visit, or email.
The preferred method of lodging a complaint is in writing either in a letter or an email. UKSA will however acknowledge a formal verbal complaint if the correspondent has special requirements which mean they cannot send a complaint in writing, or would like some assistance in submitting a complaint, then they should contact the Customer Relations Coordinator. As a minimum the formal complaint should include:
- contact details
- course attended (with dates)
- the reasons for the complaint/non-conformance stated clearly and concisely the main areas of concern and where appropriate supported by examples
- Details of any prior correspondence or verbal communication regarding the matter.
To submit a complaint either:
- a) Write to Customer Relations Coordinator, UKSA, Arctic Road, Cowes, Isle of Wight PO31 7PQ
- b) Send an e-mail to [email protected]
Complaints should be raised within 14 days of the end of your course, or from the date the issue you wish to make a complaint about occurred. If you were unable to raise your concern within this timeframe due to extenuating circumstances, please contact us to discuss.
The Customer Relations Coordinator, or if the complaint is from a School/Group the School and Group team will log complaints onto our system and send an acknowledgement of a complaint within three (3) working days of its receipt. (working days are defined as Monday through to Friday)
The Customer Relations Coordinator will carry out an investigation, coordinating with relevant parties. For customers who are a schools or groups, complaints will be investigated by the Schools and Groups manager.
A written response, responding to all aspects raised in the complaint, will be provided within 15 working days. Where it has not been possible to provide a full written response within 15 working days, the Customer Relations Coordinator/Schools and Groups manager will keep the correspondent updated about the projected date of reply.
If after receiving our final response the correspondent is dissatisfied with the outcome, a review by the Quality Assurance Officer can be requested.
This review will look at the following aspects of how the original investigation was carried out:
- Clarity and Completeness
- Fairness and objectivity
- Communication
The response will detail a clear conclusion in terms of whether the complaint has been upheld or not upheld. However, where the evidence is inconclusive, (for example, if there is a difference of opinion which cannot reasonably be resolved through independent confirmation) then no conclusion will be drawn, and the outcome will be recorded as ‘no decision could be reached’. Where this occurs, UKSA will give a full explanation of why a conclusion cannot be reached.
Escalation to the Quality Assurance Officer
If the Customer Relations Coordinator/Schools and Groups manager determines a complaint to be of a more serious/significant nature or is a complaint relating to the Customer Relations coordinator or the Schools and Groups manager (to ensure objectivity), the Quality Assurance Officer will investigate the complaint.
A written reply providing a full response to all aspects raised in the complaint will be sent within 15 working days. Where it has not been possible to provide a written response within 15 working days, the Quality Assurance Officer will keep the correspondent informed about the projected date of reply.
Stage 3: Escalation to Chief Executive
If the correspondent is dissatisfied with the outcome of the formal complaint’s procedure, then they should request a review of how the complaint was handled and the resolution offered by writing to the Chief Executive:
- a) Chief Executive, UKSA, Arctic Road, Cowes, Isle of Wight PO31 7PQ
- b) Send an e-mail, with Stage 3 escalation, to [email protected]
The request needs to be made within 14 days of the reply to the formal complaint. An acknowledgement will be sent within three working days.
The Chief Executive will consider the request and will carry out a review of the investigation and the outcome, taking account of the raised concerns. This review will also consider:
- Adherence to procedure
- Alleged discrimination or discourtesy
- Failure to apologise or accept mistakes
- The appropriateness of the remedies offered.
A written reply providing a full response to all aspects raised in the complaint will be sent within 15 working days. Where it has not been possible to provide a written response within 15 working days, UKSA will keep the correspondent informed about the projected date of reply.
The response will detail a clear conclusion in terms of whether an aspect of a complaint has been upheld or not upheld. However, where the evidence is inconclusive, (for example, if there is a difference of opinion which cannot reasonably be resolved through independent confirmation) then no conclusion will be drawn, and the outcome will be recorded as ‘no decision could be reached’. Where this occurs, UKSA will give a full explanation of why a conclusion cannot be reached.
Stage 4: External recourse
SQA courses
Candidates can complain to SQA about non assessment related matters and the regulator once they have exhausted SQA awarding body and UKSA’s complaints procedures.
Raising a Complaint to the British Accreditation Council (BAC)
Should UKSA not be able to resolve a student complaint, the students may refer the complaint to British Accreditation Council (BAC). UKSA is accredited by British Accreditation Council who set the leading standards for educational quality within independent further and higher education sector.) BAC complaints procedure can be found here: http://www.the-bac.org/bac-complaints-procedure/
Isle of Wight College
Students who are franchised through the Isle of Wight College may raise their complaint with the college once they have exhausted the UKSA procedure.
Raising a Complaint to the Financial Conduct Authority (FCA)
Compliance with the Financial Conduct Authority (FCA) for repayable funds: At UKSA, we value our customers and want to ensure your satisfaction while adhering to the strict regulations set by the Financial Conduct Authority (FCA). If you have a been awarded assisted funding, and remain dissatisfied after exhausting our internal complaints process, you have the option to escalate your complaint to an independent external body called the Financial Ombudsman Service.
The Financial Ombudsman Service is an impartial organisation that helps resolve disputes between financial service providers and their customers
You can contact the Financial Ombudsman Service within six (6) months of receiving our final response. They will guide you through their own complaint handling process.
To contact the Financial Ombudsman Service:
The Financial Ombudsman Service
www.financial-ombudsman.org.uk
Telephone: 0300 123 9 123
Monday to Friday, 8am to 8pm
Saturday, 9am to 1pm
The Financial Ombudsman Service will review your complaint independently and provide a fair and impartial decision. Their decision is binding on us, but you are not obligated to accept it.
We are committed to addressing your concerns and providing a resolution that meets your expectations. Should you decide to escalate your complaint to the Financial Ombudsman Service, we will cooperate fully with their investigation to ensure a fair and satisfactory outcome The information below should be used as an aide memoire for compliance with the procedure.
Fundraising Complaints Procedure
UKSA demonstrates its commitment to promoting the highest standards in line with The Fundraising Regulator and in addition to The Fundraising Promise. The Fundraising Regulator is the independent regulator of charitable fundraising. The Fundraising Promise outlines the commitment made to donors and the public by fundraising organisations that register with the Fundraising Regulator. In accordance with the regulations, UKSA ensures its fundraising is legal, open, honest, and respectful. The standards for fundraising are set out in the Code of Fundraising Practice.
Raising a Complaint in Relation to Fundraising
UKSA promises to promote the highest standards in fundraising in accordance with the Code of Fundraising Practice and the Fundraising Promise. To submit a complaint either:
- a) Write to Customer Relations Coordinator, UKSA, Arctic Road, Cowes, Isle of Wight PO31 7PQ
- b) Send an e-mail to [email protected]
UKSA will investigate every complaint thoroughly and deal with the issues as quickly as possible. We will admit our failings if the facts show that we have not delivered an acceptable standard of service of procedures have not been followed or require amendment. If you are dissatisfied with the outcome of your fundraising complaint, you can get contact with The Fundraising Regulator who will investigate complaints where they cannot be resolved by UKSA or whether it has caused, or has the potential to cause, significant harm.
- [email protected]
- Calling 0300 999 3407 (Monday to Friday, 09.30 am – 4.30 pm)
- Sending a letter to Fundraising Regulator, Eagle House, 167 City Road, London, EC1V 1
Any complaints received directly from the Fundraising Regulator will be handled by the Chief Executive.
GDPR
Information and documentation will be held and processed in line with GDPR guidelines. We will retain anonymised data for analysis and improvement of our procedures and systems.
This policy will be reviewed on an annual basis or sooner if required (date of approval, 11th December 2025).