Making good people great
Leadership & Personal Development, Strategic Management, Lean Six Sigma & Quality Tools
The purpose of this policy is to set out the intentions and key tools that Capella will use to ensure that it responds appropriately to complaints or concerns made by a customer.
The term “complaint” refers to expressions of dissatisfaction, whether justified or not, about any aspect of Capella’s delivery or non-delivery of their training service excluding
Complaints must be submitted in writing, and should set out the nature and particulars of the disputed matter. Relevant supporting documents should be provided wherever possible.
The term “concern” refers to expressions of worry or doubt over an issue considered to be important, for which reassurances are sought.
The term “customer” includes both internal and external customers, which may include apprentices, their employers, other learners or providers.
All Capella Associates will be aware of and work within this policy. The Managing Director will take lead responsibility for deployment of this policy.
We aim to:
Key tools we will use to ensure customer complaints and concerns are addressed appropriately include:
If any complaints or concerns are raised which require reporting to relevant external bodies (eg Awarding Bodies, ESFA) the Managing Director will be responsible for alerting any such bodies and for reviewing and monitoring the progress of all such complaints and concerns
Information on complaints and appeals appertaining to apprenticeships will be made available to the inspectorate and/or funding bodies upon request.
Review and Updates
This policy will be reviewed every 12 months as a minimum.
Procedure for Handling Complaints relating to any aspect of Capella’s delivery of their training service (The Dispute Resolution Procedure)
[Note: If a Complaint is raised relating to End Point Assessment the complainant should be advised to direct their complaint to the relevant End Point Assessment Organisation. Capella should sign-post the complainant to the relevant organisation if requested to do so.
If a Complaint is raised regarding Malpractice or Maladministration relating to an Assessment, assignment or examination for a Vocational Qualification, the complainant should be directed to Capella’s Assessment Policy which details the procedure that will be followed in all such instances]
Appendix 2: Procedure for Handling Concerns
Capella have provided a superbly structured programme, and have proven to be entirely supportive of delegates in completing their apprenticeship with confidence. Key to this has been the instructor’s knowledge of the subject matter, allowing him to apply the theory to a variety of scenarios in the delegates’ work. We have appreciated the instructor being approachable, flexible and understanding of the challenges of extra-curricula activity for people with busy jobs. All staff that we’ve engaged with at Capella have been professional, welcoming and clear in their communication.
Mark Robbins, Retail and Pension Operations Training and Communications, Fidelity International
Capella’s focus on developing long-term relationships and their continual search for innovative approaches to upskilling has enabled Toyota and many other employers to learn and apply best practice Problem Solving tools which deliver great outcomes for all. In our experience, no other training provider has taken such a lead role in the development of sector wide initiatives such as the Automotive Industrial Partnership and development of the ‘improvement suite’ of Apprenticeship standards. Capella constantly seeks innovative opportunities to deliver an excellent service to the learner and to the business.
Paul Fitzpatrick | Senior Manager | Toyota UK
We have found Capella really professional and flexible and their passion for delivering high quality training is a culture we have in common between us and has made working with them highly beneficial. Their knowledge of the automotive sector in particular has also been very useful and has simplified working together to create a really excellent training programme. In addition, they have managed to modify their usual commercial programmes in line with government approved apprenticeship standards, which has enabled us to utilise our Apprenticeship Levy to fund the training.
Chris Bauman | Group Managing Director
Capella are delivering the Business Improvement L4 programme to a cohort of 12 staff at our Barnard Castle site. We chose Capella after a series of meeting with Kate and her team and from day 1 we have been impressed with the professionalism, enthusiasm and knowledge of the team. The staff have really thrived on the learning schedule and through working with the programme tutors and we have had nothing but positive feedback. Internal changes on site have impacted on the programme delivery, which Capella took this in their stride, adapting delivery timelines, providing support and working with those facing change has added another dimension to the relationship that has been developed between the site and Capella. While still in delivery mode GSK already believes that the programme has been a success for all involved and we look forward to its completion and sharing that success within the organisation.
Tim Buchanan | Apprenticeship Vendor Manager | Talent, Leadership and Organisation Development- Centre of Excellence
Capella worked closely with Wilko to deeply understand our needs at a strategic and operational level, helping us to jointly explore a range of options to meet these needs. Capella have an experienced team of Lean Six Sigma experts. Their programme design, management expertise and resources are second to none. Wilko have been allocated a dedicated Account Manager which helps us ensure the learner is always front of mind. Capella’s programmes have developed the knowledge, skills and drive of our Wilko delegates to seek and implement improvements in every process, constantly reducing costs, waste and inefficiencies. Capella also enabled Wilko’s leadership of continuous improvement to be showcased through the publication of an extensive article for the Chartered Quality Institute's Quality World magazine.
Teresa Ward, Wilko Talent Programme Manager, Wilko
I would sincerely like to thank you again and the fabulous team at Capella for the dedication shown in achieving the Black Belt qualification. It is such a pleasure to work so closely with passionate professional people and I hope our partnership continues to grow especially with the role out of the new standards.
Richard Bates, Managing Director, Qualitrain
"Capella are a company that keep to their word, they have supported me fully during and even after my projects have been completed. The coaching team are always on hand to help with any issues and often put themselves out to ensure support is available. Highly recommend anyone looking to progress their career to take a look at Capella."
Chris Woodcock, Jaguar Land Rover