Concerns & Complaints Procedure

All concerns are treated seriously and we will work with you to reach a satisfactory outcome.

Our commitment to YOU:

ATL welcomes feedback, concerns and complaints and aims to resolve most situations informally. However, if you feel the need to formally raise an issue with us, please give us as much detail as possible in writing. Please download below or ask a member of staff for a copy of our Concerns and Complaints Form. Completed forms or letters should be returned direct to the Quality Manager and ATL makes the following commitment to you:

Your complaint will be dealt with sensitively, fairly and in confidence.
You will get an acknowledgement in 5 working days (at this stage we may need to ask for further information).
A thorough investigation will be carried out.
You will receive a response within in 20 working days.
If you are not happy with the way your complaint is treated, you can appeal to one of the Directors – this must be in writing, within 10 days of receiving the decision.
If you remain dissatisfied, the Quality Manager will advise you how to take further action.

Concerns & complaints.


We carry out regular surveys to ensure that the service we offer learners, employers and other partners is of the highest quality and these are evaluated regularly in order to make improvements.  However, situations may arise that need to be investigated immediately, so please let us know if you are dissatisfied with any aspect of our services by contacting the following:

The Departmental Managers
The Quality Manager
The Equality &  Diversity Working Party –
The Child Protection & Safeguarding Working Party –
The Directors

Let us know what we do well; we can always do it better!

We can help you by offering confidential advice, guidance and information on:

• Changing career
• Improving skills
• Re-training
• Employment and work experience
• Voluntary work opportunities
• A wide range of new learning opportunities
• Childcare
• Finance
• Health
•Rights & Responsibilities

For more information, please telephone on 01752 202266 or pop into the centre between 9am and 5pm Monday to Thursday and 9am and 4pm on Friday