Complaints
How to make a complaint, what happens next, and where to go if you are still unhappy.
We want everyone’s experience with us to be a good one. If something has gone wrong, please tell us, because we use every complaint to improve. Raising a complaint will never affect how we treat you.
Who can complain
Learners, apprentices, parents and carers of children under 18, employers, and members of the public.
Safeguarding concerns, whistleblowing (reports made in the public interest), data protection requests and staff grievances don’t follow this process. Contact our Designated Safeguarding Lead straight away about a safeguarding concern. For data protection requests, see our Privacy Policy.
How to complain
- WhatsApp or phone: +44 7838 079175
- In person or by post: Fasttrack Technology Academy, 2 Iverson Road, Kilburn, London NW6 2HE
Tell us what happened, when it happened, and what you would like us to do. If you need help making a complaint, including language support, just ask.
Our complaints process is fair and confidential, and nobody is treated worse for raising a complaint. We will look at an anonymous complaint where we can. It is free to use.
What happens next
| Stage | What happens | How long |
|---|---|---|
| 1. Informal | Talk to your tutor or programme lead. Most issues can be sorted out quickly this way. | Within 5 working days |
| 2. Formal complaint | Put your complaint in writing, by WhatsApp message or letter, to our complaints lead. We investigate it and reply in writing with our decision, our reasons and any actions. | We acknowledge it within 3 working days and give a full response within 15 working days |
| 3. Review | If you’re not satisfied, ask for a review within 10 working days of our response. Someone who wasn’t involved in the original decision carries out the review. | Response within 15 working days |
If we need more time, we’ll tell you why and when you can expect an answer.
Apprentices and employers
When we teach part of an apprenticeship, our partner main provider manages the apprenticeship and is responsible for resolving disputes. You can raise a concern with us, with the main provider, or with both. We tell the main provider about every complaint relating to its apprentices within 2 working days.
If your concern is still not resolved, you can contact the national apprenticeship helpline:
- Apprentices: 0800 015 0400, nationalhelpdesk@apprenticeships.gov.uk
- Employers: Apprenticeship Service Support on 08000 150 600, helpdesk@manage-apprenticeships.service.gov.uk
Children under 18
A parent or carer can complain on behalf of a child. If a complaint raises a safeguarding concern, we pass it to our Designated Safeguarding Lead straight away.
Funded bootcamp learners
If you’re on a funded course and remain unhappy after our review, you can contact the funder. If we deliver funded places, we will tell you who the funder is and how to contact it when you enrol.
If you’re still unhappy
You may be able to complain to the government department responsible for further education and apprenticeships, within 12 months of the issue, about how your complaint was handled. See GOV.UK: Complain about a further education college or apprenticeship. That route does not cover employment issues, such as your contract as an apprentice. For those, contact your employer or Acas.
How we learn from complaints
We log every formal complaint and its outcome. Our CEO reviews the themes regularly, and we use them to improve our teaching and services. Where we teach for a main provider or funder, we share complaint information with them as our agreement requires.