Centre Policies

A T NERAC has a number of Policies & Procedures including:

• Health, Safety & Welfare Policy

• Information, Advice & Guidance (IAG) Policy (Level 1 & 2)

• Assessment Policy

• Equality & Diversity Policy

• Safeguarding Policy

For a copy of any of the above policies please contact the Centre.

COMPLAINTS PROCEDURE

Contacting us about a complaint

At A T NERAC we take complaints very seriously, and though we aim to provide our customers with the very highest level of service we are aware things can go wrong. When this happens we will do all we can to resolve your complaint as quickly as we can?

How you can contact A T NERAC

• Call us during office hours on 0977 618682

      Send an email to  This e-mail address is being protected from spambots. You need JavaScript enabled to view it

• Write to us at A T NERAC Ltd, 12 Ponden Close, Hemsworth, Pontefract, WF9 4DR

Our office hours are between 9am and 5pm Monday to Friday. You can rin, e.mail or write to us.

What we will do

In the first instance contact us, using any of the methods listed above, and we will try to resolve your complaint immediately. If not, we will give you a reference number and investigate your complaint in detail, and hopefully aiming to resolve the complaint within 24 hours of receipt.

If this cannot be done, it will be passed to our Steering Group to investigate further.

Very complex situations may take longer than 24 hours to resolve, and if this is the case a Manager will keep you informed throughout the process what is happening to your complaint. This will usually take 10 working days, but may go to a maximum of 40, but you can be assured we will keep you fully informed.

If your complaint cannot be resolved at this stage, and we still cannot agree a way forward our Steering Group Chair will be happy to re-examine your case. After exploring every possible action we've taken and any correspondence between us and a mutual resolution can't be agreed we'll send you our Final Response letter.

Resolving your complaint

As part of resolving your complaint, we may offer you an apology, explanation or compensation. When appropriate, we may also change our procedures to avoid a recurrence of the issue that led to the complaint.

We will consider that a complaint is resolved when you indicate that is the case. You can re-open a complaint by telling us.

At this point, we will direct you to our Appeals procedure on our website and offer to provide you with a copy of the procedure free of charge.

If we conclude that we are unable to resolve your complaint to your satisfaction, or if a period of eight weeks has elapsed without resolving the complaint, we will provide you with written details of the independent redress scheme that is available to you, when we send out our Final Response letter.

Independent redress

If we are unable to resolve your complaint, you can appeal to the appropriate awarding body who have their own complaints procedure. Please contact the Centre for further information.

Last Updated 29.12.11

A T NERAC's Terms & Conditions

Please contact the Centre for a copy of our Standard Terms and Conditions.