Our Policies

1. Policy Statement

As an independent training provider delivering apprenticeships and skills bootcamps, we are committed to maintaining high standards in teaching, assessment, and learner support. This policy outlines how learners, staff, and stakeholders can raise concerns through our Appeals, Complaints, and Whistleblowing procedures.

This policy refers to learners, apprentices, parents/carers where appropriate, authorised representatives, employers, staff, subcontractors/partners and other stakeholders.

2. Complaints Procedure

We encourage open dialogue and aim to resolve concerns informally wherever possible.

Complaint Evidence and Outcomes
When submitting a formal complaint, individuals should provide as much relevant information as possible, including the nature of the complaint, key dates, people involved, any supporting evidence, and the outcome or resolution they are seeking. Complaints will be handled confidentially and shared only with those who need to be involved in the investigation or response.

Following review, possible outcomes may include the complaint being upheld, partially upheld or not upheld. Where appropriate, Swatpro may identify corrective actions, offer an explanation or apology, amend practice, provide additional support, or use the learning to inform quality improvement, staff development and policy review.

If further time is needed to investigate the complaint fully, the complainant will be informed of the reason for the delay and given a revised response date.

However, if a formal complaint is necessary, the following steps apply:

Stage 1: Informal Resolution

If you have a complaint, first try to resolve it by speaking directly with the person involved (e.g., tutor, assessor, or relevant staff member).

Stage 2: Formal Complaint

If the issue is unresolved, you may submit a formal complaint to the Operations Director in writing, by phone, or via email at:

Swatpro, First Floor Office, 6 Marsh Green Road North, Marsh Barton. EX2 8NY
info@swatpro.org.uk
01392 437659

The Quality Performance Manager will acknowledge the complaint within three working days.

A full investigation will take place, with a response provided within 10 working days.

Stage 3: Escalation to Operations Director

If you are dissatisfied with the response, you may escalate your complaint to the Operations Director, who will review the case and respond within 10 working days.

Stage 4: External Escalation

If you remain dissatisfied after completing Swatpro’s internal complaints process, you may complain to the Department for Education via the DfE Customer Help Portal.

Apprenticeship learners may also escalate complaints to the Department for Education, via the customer help portal. Please see Complain about a further education college or apprenticeship - GOV.UK

DfE normally expects complaints to be submitted within 12 months of the issue occurring.

3. Appeals Procedure (Assessment Decisions)

If you believe an assessment decision was unfair, you may appeal based on the following:

• The assessor did not consider all evidence.
• The assessment process was biased or unfair.
• The assessor misunderstood your evidence.

Appeal Stages

1. Stage 1: Speak to your tutor/assessor to resolve informally.
2. Stage 2: If unresolved, submit a written appeal to the Internal Quality Assurer (IQA) within 10 working days.
3. Stage 3: If dissatisfied, your appeal will be reviewed by an External Quality Assurer (EQA) from the Awarding Organisation, whose decision will be final.

Learners will be supported throughout the process. Contact info@swatpro.org.uk for support.

4. Whistleblowing Policy

Whistleblowing refers to reporting serious concerns about illegal, unethical, or unsafe practices. We encourage staff, learners, and stakeholders to report concerns in good faith.

Protected Disclosures

Under the Public Interest Disclosure Act 1998, individuals are legally protected from retaliation when reporting:

1. Criminal offences (e.g., fraud, corruption, safeguarding breaches).
2. Breaches of health and safety.
3. Misuse of public funds.
4. Unethical conduct.

How to Raise a Whistleblowing Concern

1. Internal Reporting: Concerns should usually be raised internally first, where it is appropriate and safe to do so. Report concerns confidentially to the Operations Director.
2. External Reporting: If internal reporting is not appropriate, you may contact:

Department for Education — post-16 provider whistleblowing
Use the DfE Customer Help Portal. Anonymous disclosures can be made using the guest option.

Ofqual — regulated qualifications, assessment, awarding organisation or malpractice concerns
Telephone: 0300 303 3344
Email: whistleblowing@ofqual.gov.uk

Ofsted — specified education / children’s social care whistleblowing matters
Telephone: 0300 123 3155
Email: whistleblowing@ofsted.gov.uk

NSPCC Whistleblowing Advice Line — child protection or safeguarding concerns
Telephone: 0800 028 0285
Email: help@nspcc.org.uk

Protect — independent whistleblowing advice charity
Telephone: 020 3117 2520
Email: whistle@protect-advice.org.uk
Website: Protect, the UK whistleblowing charity.

If the concern relates to safeguarding, Prevent, risk of harm, or a learner’s immediate safety, this must be reported without delay through Swatpro’s Safeguarding and Prevent procedures.

In an emergency, call 999.

All whistleblowing reports will be treated confidentially.

5. Policy Review & Contact Details

This policy is reviewed annually or in response to legislative changes.

Policy Owner: Operations Director, Sarah Gibbs.

For further guidance, contact Swatpro at:

Swatpro, First Floor Office, 6 Marsh Green Road North, Marsh Barton. EX2 8NY
info@swatpro.org.uk
01392 437659

Complaint, appeal and whistleblowing themes will be logged, reviewed and reported through Swatpro’s complaints procedure, quality cycle, including Quality Improvement Group and senior leadership review where appropriate. Learning from complaints will inform staff training, policy updates, risk management and quality improvement planning.