Compliments and Complaints Policy
1. Introduction
Datalaw is committed to delivering high-quality legal training, professional development, and support services. We recognise the importance of feedback from our learners, customers, partners, and stakeholders. Compliments help us celebrate success, while complaints enable us to address concerns and continually improve our services.
This policy outlines how Datalaw receives, manages, and resolves compliments and complaints in a fair, transparent, and timely manner.
2. Purpose
The purpose of this policy is to:
- Encourage all stakeholders to provide constructive feedback—positive or negative—regarding Datalaw’s programmes, services, and operations.
- Establish clear procedures for submitting compliments and complaints.
- Ensure all feedback is handled promptly, fairly, and confidentially in accordance with relevant legislation.
- Promote continuous improvement across all areas of service delivery.
3. Scope
This policy applies to all stakeholders who engage with Datalaw, including but not limited to learners and apprentices; employers and partner organisations; trainers, assessors, contractors, and consultants; staff members; and any individual or organisation who interacts with Datalaw’s services. It applies to all compliments and complaints relating to Datalaw’s educational programmes, customer service, digital services, and overall operations.
4. Definitions
Compliment: Positive feedback recognising high-quality service, performance, or behaviour.
Complaint: Any expression of dissatisfaction about Datalaw’s programmes, services, actions, or lack of action, whether justified or not.
5. How to Submit Compliments and Complaints
Stakeholders may submit feedback through any of the following channels:
Email: Send feedback to apprenticeships@datalaw.org with subject line “Compliment” or “Complaint”.
Phone: Call 0151 236 2024 and request to speak with the designated team member.
In Person: Visit the Datalaw office during business hours and request support from a designated staff member.
Written Letter: Send correspondence to Datalaw Ltd, 3a Bridgewater St, Liverpool L1 0AR.
6. Receipt of Compliments and Complaints
Upon receiving feedback, Datalaw will acknowledge receipt within 7 business days; assign a unique reference or case number for tracking purposes; and commence review and investigation in line with this policy.
7. Handling of Compliments
Datalaw will share compliments internally with the relevant staff or departments; use anonymised feedback for promotional or quality-improvement purposes (with express consent where identification is possible); and record compliments as part of our quality assurance and staff recognition processes.
8. Handling of Complaints
Datalaw is committed to a fair, transparent, and evidence-based complaints process. All complaints will be managed in accordance with the Consumer Rights Act 2015, UK GDPR, Data Protection Act 2018, and applicable training/education regulatory standards.
Step 1: Initial Assessment
We will assess the nature, seriousness, and scope of the complaint to determine the appropriate handling process.
Step 2: Investigation
A designated staff member or complaints lead will complete an objective investigation, which may involve contacting all relevant parties, reviewing evidence or records, and obtaining written statements if necessary.
Step 3: Response and Resolution
Datalaw aims to provide a written outcome within 14 business days, detailing the findings, actions taken or proposed, and any remedies or next steps. If more time is required due to the complexity of the matter, an updated timeline will be communicated.
Step 4: Escalation
If the complainant is dissatisfied with the outcome, they may request a review by senior management. Where applicable (e.g., regulated qualifications, apprenticeships), complainants may also be signposted to external escalation bodies such as:
- Ofqual (for qualification-related matters)
- DfE (for apprenticeship concerns)
- Qualifications Scotland – ALL candidates of Qualifications Scotland qualifications also have the right to complain to Qualifications Scotland after exhausting our internal procedures described above and remaining dissatisfied.
- OFQUAL – if the learner is still dissatisfied after completing the Awarding Organisation’s appeal procedure, they can raise their appeal with Ofqual, the qualification regulator for England. Ofqual will review whether the Awarding Organisation has followed regulatory requirements appropriately.
Ofqual will consider whether the Awarding Organisation followed its published procedures; and whether regulatory requirements were met. Ofqual does not re-mark work or change grades but investigates procedural fairness.
- Legal Ombudsman or professional bodies (where relevant to the nature of the service)
Step 5: Record-Keeping
All complaints and resolutions will be logged and stored securely in compliance with UK GDPR and Data Protection Act 2018. Data will be retained only for as long as necessary for legal and quality assurance purposes.
9. Confidentiality
All compliments and complaints will be handled confidentially. Personal information will be used solely for the purpose of addressing the issue; shared only with staff directly involved in the investigation; and managed in compliance with UK GDPR and data protection legislation.
10. Continuous Improvement
Datalaw is committed to using feedback to enhance our learning programmes, customer experience, and operational processes. Trends, themes, and insights from compliments and complaints will be reviewed regularly as part of our quality assurance framework.
11. Review of the Policy
This policy will be reviewed annually or sooner if required due to legislative or regulatory changes, organisational updates, or feedback from stakeholders or audit findings.
|
Reviewed Date |
18th February 2026 |
Next Review Due Date |
18th February 2027 |
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Reviewed by |
Sharon Parsons |
Signature |
S E Parsons |