Complaints Policy

Customer Complaints and Feedback Procedure

ICON places a significant emphasis on customer feedback and views its complaints process as a valuable tool to drive improvements in the quality of its service. ICON’s policy is to review all suggestions, whether they are positive or negative and respond to them accordingly in a prompt and courteous manner. All complaints will be treated seriously.

There may be cases where our partners or learners wants to raise a matter (informal complaint) with ICON without using the formal complaints process. ICON commits to resolve these quickly, where an investigation is not required.

ICON defines a formal complaint as expressing your annoyance or displeasure about:

The standard of service received from a member of the delivery team

  • Action or lack of an action by ICON or its staff
  • Dealing with Informal Complaints

An informal complaint may be received by phone, email or in person to a member of the delivery team.

By telephone : 01291 423655
By email : info@icon-training.com
In person : This can be done via one of the delivery team.
In writing : Feedback on learner or employer evaluations and satisfaction surveys.

All information must be collated so that the issue can be recorded and logged on the complaints log, after which it will be passed to the person who has day to day responsibility for the area in which the matter occurs.

When recording the information within the complaints log the nature of the complaint must be outlined along with the person responsible for the action, the task given, the date, outcome and date complaint closed.

ICON will aim to resolve an informal complaint within 7 working days.

If the complainant is happy with the response, then the complaint will be closed on the complaints log. If, following the response the complainant is not satisfied with the outcome that they have been given, then they should make the complaint formal.

Formal complaints

All formal complaints should be put in writing to:

Head of Operations
ICON Vocational Training Limited
61 Newport Road
Caldicot
Monmouthshire
NP26 4BR

On receipt of a formal complaint, ICON commits to:

  1. All formal complaints will be acknowledged within 5 working days.
  2. The complaint will be investigated by the appropriate department head and the response to the complainant will be made within 10 working days.
  3. Upheld complaints must be followed up after a period of 15 working days to check complainant is happy with the resolution.
  4. If the complainant is not happy with the outcome an appeal may be made to the Managing Director at the above address.

If the complainant feels that the ICON complaints process has not been followed, they have the option to contact the Education and Skills Funding Agency.

A complaint may be sent in writing to:

The Complaints Team
Education and Skills Funding Agency
Cheylesmore House
Quinton Road
Coventry
CV1 2WT

Email: complaints.esfa@education.gov.uk