1. What this policy covers
Use this procedure for concerns about administration, communication, accessibility, staff conduct or training-provider service. A challenge to an assessment result or examination decision follows the Appeals Policy. Where a case involves both, WTTA will explain which issues are being handled under each procedure.
2. Stage 1 — Contact the relevant organisation
For training delivery concerns, contact your ATP first and keep a copy of its response. For WTTA services, contact WTTA directly. You may come directly to WTTA where there is a conflict of interest, a serious concern, or the provider has not responded within its published timescale. You do not need to confront the person complained about.
3. Stage 2 — Make a formal complaint
Send your full name, registered email, programme and provider, a clear account with relevant dates, supporting evidence, any earlier response and the outcome you are seeking. Proposed submission period: within 20 working days of the event or becoming aware of it. Later complaints may be accepted where there is a reasonable explanation. Tell us if you need help or an accessible way to submit.
4. Investigation and response
Proposed targets: acknowledge within 3 working days and provide a reasoned response within 15 working days of receiving sufficient information. A reviewer without involvement in the complaint will consider evidence and allow affected people to respond. If more time is needed, explain the reason, give a revised date and provide progress updates. The outcome should identify findings, any corrective action and the review route.
5. Stage 3 — Request an independent review
If unresolved, request a review within 10 working days of the response, explaining any error, procedural concern or relevant new evidence. A person not involved in the first decision will review the case and aim to respond within 15 working days. This concludes WTTA’s internal complaints process; it does not remove any applicable external rights.
6. Fair treatment and confidentiality
Good-faith complaints must not disadvantage a learner’s access to learning or assessment. Information is shared only where needed to investigate and respond, with any necessary disclosure explained where possible. Anonymous concerns will be considered, although a personal response or full investigation may not be possible. Record outcomes securely and use findings to improve service.
Contact WTTA
Email admin@wtta.co.uk with the policy title in the subject line. Include your registered email and relevant references, but never passwords or payment-card details.