COMPLAINTS

Complaints Policy and Procedure

How to raise a concern about our service, and what happens next.

Last updated

Version 2.9, in effect from 21 October 2026.

1. Purpose

The purpose of this policy is to provide a clear, fair, and accessible process for learners and other stakeholders to raise complaints about any aspect of the service provided by iO-Sphere.

iO-Sphere is committed to providing a high-quality service and achieving the highest standards of conduct. One of the means in which we can continue to improve our service is by listening and responding to the views of all employees / learners / apprentices in a quick and professional manner. Therefore, we aim to ensure that:

  • We are approachable and willing to receive feedback
  • We are open minded and encourage feedback
  • We make time to listen to feedback
  • We often ask for employee feedback/opinions
  • We are easily accessible to staff and conduct regular reviews

At iO-Sphere feedback is highly appreciated and always encouraged. We know that feedback is a key element to continuously improve our service, systems, and processes. This is something that is instilled within all staff from the point of induction and throughout their time at iO-Sphere.

This policy outlines who can make a complaint, how it should be handled, and the steps to appeal a decision. Complaints relating to the delivery, assessment, and awarding of Ofqual-regulated qualifications will be handled in line with Ofqual’s General Conditions and can be escalated to Ofqual if the complainant is dissatisfied with the outcome.

2. Complaints

iO-Sphere is dedicated and committed in providing high standard services, however it is important that we can recognise at times, things may go wrong. If or when these occasions occur and an apprentice, client, learner, guardian/parent etc expresses any sort of dissatisfaction it is key we are made aware of this, so we are in turn, conduct a review to ensure that this does not occur again and potentially make relevant changes or amendments to improve processes. If a complaint is raised, we ensure that:

  • We treat each complaint seriously
  • We will conduct a full investigation into all complaints
  • All findings will be relayed to the complainant in full
  • We deal with the complaint promptly and politely
  • If appropriate, we aim to deal with complaint informally (for example, by email)

Complaints can be received via email, written letter, or telephone. The complaint will be logged on our internal log and investigated promptly with efforts to ensure the complaint is resolved in a timely manner. We may need to contact the complainant to obtain information or further details regarding the complaint with the aim to resolve the complaint promptly and informally.

3. Scope

This policy is intended for any person or organisation who wishes to make a complaint in relation to the training, assessment, or other services provided by iO-Sphere. This includes, but is not limited to:

  • Current, prospective, and former apprentices/learners
  • Current, prospective, and former apprentices/learners parents
  • Authorised representatives of current, prospective, and former apprentices/learners
  • Apprentices and their employers
  • Staff members
  • Awarding Organisations and regulatory bodies
  • Visitors and contractors

This policy does not cover appeals against assessment decisions, which are handled by the Assessment Appeals Procedure. Complaints regarding assessment decisions should follow the Assessment Appeals Procedure in the first instance, but procedural complaints or concerns about the administration of assessments can be raised under this policy.

Complaints about how we have handled your personal data follow section 6 (Data Protection Complaints).

4. Policy Owner

The Director of Delivery is the owner of this policy and is responsible for its implementation and review, ensuring that all staff are aware of their responsibilities within this procedure.

5. How to Make a Complaint

  • Who can make a complaint: Any individual or organisation listed in the Scope (Section 3) can make a complaint.
  • Who the complaint should be made to: In the first instance, complaints should be raised with the Director of Delivery.
  • Method of raising a complaint: Complaints should be made in writing, preferably by email, to ensure that the details are captured accurately.

Stage 1. Informal complaints: Where possible, complaints should be raised immediately with the iO-Sphere Management team or via the Programme Team. The aim is to resolve the problem directly and informally at the earliest opportunity. It is anticipated that most complaints will be resolved in this manner.

Stage 2. If the issue cannot be resolved informally, or if you wish to make a formal complaint, you should do so in writing by email to ensure the details are captured accurately.

  • How to Submit: Send your email to the Director of Delivery at complaints@io-sphere.io. The email subject line should be titled: "Formal Complaint". Please set out the full details of your complaint and the resolution you are seeking.
  • Conflict of Interest Provision: If your complaint is about the Director of Delivery, you should send the email to the Managing Director, James Cotton, at james@io-sphere.io, with the subject line "Formal Complaint for attention of MD".
  • Acknowledgement: We will acknowledge receipt of your formal complaint in writing within 2 working days.
  • Investigation and Response: The Director of Delivery will conduct a full investigation. We will provide a formal written response detailing the findings and our decision within 10 working days of the acknowledgement. If the investigation is complex and will take longer, we will inform you of the delay and provide a new target date for resolution, which will not exceed 20 working days from the acknowledgement.

Stage 3. If you are not satisfied with the outcome of your formal complaint, you have the right to appeal the decision.

  • How to Submit an Appeal: Your appeal must be submitted in writing to the Managing Director, James Cotton, at james@io-sphere.io within 10 working days of receiving the complaint outcome. You must clearly state the reasons why you are dissatisfied with the original outcome.
  • Conflict of Interest Provision: If the Managing Director was substantively involved in the Stage 2 decision, or if the appeal is about the Managing Director, the appeal will be assigned to the Head of Quality for a final review.
  • Final Decision: The appeal will be reviewed by an independent panel, and a final written response will be sent to you within 15 working days. This decision is final, and the internal iO-Sphere complaints procedure is then complete.

Stage 4. If you are still not satisfied once our procedure is complete, you can take your complaint to an outside organisation. Which one depends on your programme:

  • Skills Bootcamps for Londoners (funded by the Greater London Authority): email the GLA at skillsbootcamps@london.gov.uk with "Skills Bootcamps" in the subject line. The GLA handles learner complaints under its own complaints guidance.
  • Skills Bootcamps in Oxfordshire (managed by Enterprise Oxfordshire for the Department for Education) and Apprenticeships: contact the Department for Education (DfE) through its Customer Help Portal at customerhelpportal.education.gov.uk. You must contact DfE within 12 months of the issue happening.
  • HTQs and other regulated qualifications, such as an NCFE qualification: if your complaint is about the delivery, assessment or awarding of the qualification, raise it with the awarding organisation (for example, NCFE). If it remains unresolved, you can raise it with Ofqual at Ofqual.
  • Any programme, complaints about your personal information: see section 6. You can also complain to the Information Commission at ico.org.uk or on 0303 123 1113 at any time.

When you contact DfE, you will usually need to provide the following:

  • your full name and contact details
  • your relationship to iO-Sphere (e.g., learner, apprentice, employer).
  • the name of the organisation you are complaining about
  • details of what your complaint is, together with the relevant documents including dates, times, the names of any individuals involved and locations if relevant
  • evidence that you have fully exhausted the organisation’s complaints procedure, including any appeals process (for example, written correspondence confirming the outcome)
  • the resolution you are seeking
  • permission to disclose details of your complaint to the organisation concerned
  • if you are acting on behalf of a learner, evidence that you have their permission to do so.

6. Data Protection Complaints

If your complaint is about how we have handled your personal data, you have a legal right to complain to us about it (section 164A of the Data Protection Act 2018). These complaints go to our Data Protection Lead rather than the Director of Delivery.

  • How to complain: email dpo@io-sphere.io (putting "Data complaint" in the subject line helps), or write to the Data Protection Lead, iO-Sphere Limited, 102 Middlesex Street, London, E1 7EZ. You can also raise it with any member of staff, in any way. They will pass it to the Data Protection Lead within one working day.
  • What we do: we acknowledge your complaint within 30 days, look into it, keep you informed and tell you the outcome without undue delay. We keep a record of every data protection complaint and how we handled it.
  • The regulator: if you are not happy with our response, you can complain to the Information Commission at ico.org.uk or on 0303 123 1113. You can also contact them at any time.

For staff: any message that raises a concern about how we have used someone's personal data counts as a data protection complaint, even if it doesn't use those words. Forward it to dpo@io-sphere.io within one working day.

7. How a Complaint is Handled

When complaints are received, they are acknowledged and then logged onto a central complaints log. The reason for the complaint and all progress made during the life of a complaint is recorded on the log until it is resolved to the satisfaction of the complainant or to a point at which iO-Sphere can reasonably be expected to do no more. Complaints data is collated for analysis and presented in quarterly governance and oversight meetings to the iO-Sphere management team. Records of complaints are retained for a minimum of five years and may be shared with Ofqual if required to ensure compliance with regulatory obligations. We ensure that complaints are handled impartially, and where appropriate, final reviews may be conducted by an independent decision-maker.

  • Who is responsible for managing the complaint: The Director of Delivery is responsible for managing the investigation and resolution of the complaint.
  • Timescales for managing the complaint:
    • We will acknowledge receipt of your complaint in writing within 2 working days.
    • We aim to investigate and provide a full written response within 10 working days of acknowledgement. If the investigation is complex and likely to take longer, we will inform you of the delay and provide a new target date for resolution.
  • Methods of investigation: The investigation may involve:
    • Reviewing relevant documentation, correspondence, and records.
    • Conducting interviews with the complainant and any individuals named in the complaint.
    • Complaints are handled impartially. Where a potential conflict of interest is identified, the investigation or appeal will be conducted by an independent decision-maker.
    • All complaints will be handled sensitively and with due consideration for all parties. Any person named in a complaint will be informed and have a right of reply as part of the investigation.
  • Methods of response: You will receive a formal written response at the conclusion of the investigation. This response will detail the findings of the investigation, the decision reached, and the reasons for that decision. If the complaint is upheld, the response will also outline the action we will take to resolve the issue.
    • All formal complaints and their outcomes are logged on a central register and retained for a minimum of five years. This data is analysed and presented in governance meetings to identify trends and inform service improvements.

8. Appeal Against a Decision

If you are not satisfied with the outcome of your complaint, you have the right to appeal. Appeals follow Stage 3 in section 5: write to the Managing Director within 10 working days of receiving the outcome, and you will receive a final written response within 15 working days. If you are still not satisfied once our procedure is complete, Stage 4 in section 5 explains which outside organisation to contact.

9. Confidentiality

All complaints will be treated seriously, handled sensitively and with due consideration to all parties involved. In line with our equal opportunities policy, all complainants will be treated fairly and not suffer any recrimination or disadvantage as a result of making a complaint. Any person named in a complaint, however, will be informed and have a right of reply as part of the investigation process. We ensure that complaints are handled impartially, and where appropriate, final reviews may be conducted by an independent decision-maker.

10. Monitoring and Review

This procedure will be reviewed annually by the Director of Delivery to ensure it remains effective and fit for purpose.

This policy should be read in conjunction with:

  • Assessment Appeals Procedure