Complaints Policy

Company Name: NorthStar Talent Consulting

Date: 01/10/2026

Version: 1.0

Date of Implementation: 01/10/2026

Next Review Date: 01/10/2027

1. Purpose

NorthStar Talent Consulting is committed to providing high-quality services and products and ensuring customer satisfaction. We recognise that concerns or complaints may arise. This policy explains how to raise a complaint and how we will handle it promptly, fairly and transparently. No apprentice, employer or other complainant will be disadvantaged for raising a genuine concern.

2. Scope

This policy applies to apprentices, other learners, employers, customers, clients, employees and stakeholders or bodies wishing to complain about our services, products, conduct or performance. A representative may act on behalf of a complainant with their permission.

Employee employment grievances will be managed through the relevant employment procedure. Assessment outcome appeals will follow the relevant assessment or awarding organisation’s appeals procedure. Safeguarding, Prevent and immediate safety concerns will be referred promptly through the relevant safeguarding or health and safety procedure and will not wait for the complaints timescales.

3. Definition of a Complaint

A complaint is an expression of dissatisfaction regarding:

• The quality of products, services, apprenticeship training or support provided.
• The conduct or performance of staff or representatives.
• A breach of policies, procedures or legal obligations.
• Any other issue requiring investigation or resolution.

4. How to Make a Complaint

You may raise a concern informally with your tutor or a member of the senior team. If it cannot be resolved, or you prefer to complain formally, use any of these routes:

• Email: Northstartalent@hotmail.com
• Phone: 07929413250
• In person: speak to a member of the senior team.
• By post: NorthStar Talent Consulting, 6 Miriam Avenue, Chesterfield, S40 3NF.

Please provide your name and contact details, a clear description of the issue, relevant dates, any supporting documents or evidence, and the outcome you would like. Missing information will not automatically prevent us from considering a complaint. Anonymous concerns will be considered where sufficient information is available.

4.1 Access and Support

We will offer reasonable adjustments and help to record a complaint where disability, language, literacy or other needs make the standard process difficult. Complaints may be made verbally; we will record the details and check our understanding with you. You may be supported by a representative, with appropriate permission to share information.

This policy will be explained to apprentices and employers at induction and made available on request. A published copy will be provided on our website when launched; email, phone, in-person and postal routes remain available.

5. Complaint Handling Process

Maria Thackray, COO, will coordinate complaints and maintain the complaints register. Business days mean Monday to Friday, excluding bank holidays in England.

1. Acknowledgement: We will acknowledge receipt within 3 business days, confirm the issues to be investigated, identify the person handling the complaint and explain the next steps.

2. Investigation: A designated person will review the complaint impartially, gather evidence and speak to relevant people. Wherever possible, the investigator will not have been directly involved in the issue. A complaint about Maria Thackray will be allocated to another director or an appropriately independent reviewer.

3. Resolution: We aim to resolve the complaint and issue a written outcome within 10 business days of receipt. If more time is needed, we will explain the reason, give a revised response date and provide progress updates at least every 10 business days until the outcome is issued.

4. Written outcome: We will explain the findings, whether each issue is upheld, any remedy or corrective action, and how to request a review. Remedies may include an explanation, apology, correction, additional support or service improvement, as appropriate. We will protect confidential information about other people.

6. Escalation Process

6.1 Internal Review

If dissatisfied, contact us through the same channels within 10 business days of the written outcome, explaining why you disagree and providing any new evidence. We will consider reasonable requests for more time.

We will acknowledge the review request within 3 business days. Another senior manager or director, or an appropriately independent reviewer where necessary, will review the handling, evidence and outcome. The reviewer will not review their own original decision.

We aim to issue a final written response within 10 business days of receiving the review request. If delayed, we will explain why, provide a revised date and update you at least every 10 business days. The final response will confirm that our internal procedure is complete and explain relevant external routes.

6.2 External Escalation for Apprenticeship Training

For eligible Department for Education funded provision, once our complaints procedure, including the internal review, is complete, apprentices and employers may complain to DfE about how we handled the complaint. DfE reviews whether we followed our procedure fairly; it does not generally reinvestigate the underlying dispute. You may also contact DfE if prevented from completing our procedure or if we cease trading.

Use the DfE customer help portal: https://customerhelpportal.education.gov.uk/
Guidance: https://www.gov.uk/complain-further-education-apprenticeship

Contact DfE within 12 months of the issue arising. Provide relevant evidence, our final response and permission to share information. Eligibility and exclusions apply: DfE does not deal with employment disputes, assessment outcomes or certain commercial disputes. Where another body is appropriate, such as an awarding organisation, regulator or lead provider, we will explain the relevant route. This policy does not restrict statutory rights.

7. Confidentiality and Data Protection

We will handle complaints sensitively and in accordance with applicable data protection law, including the UK GDPR and Data Protection Act 2018, as amended. Information will be shared only where necessary and lawful for investigation, resolution, safeguarding or regulatory purposes. We cannot promise absolute confidentiality where disclosure is required to protect people or meet legal obligations.

Complaint records will be stored securely with restricted access and retained in accordance with our retention arrangements, applicable funding requirements and legal obligations. Representatives must have appropriate authority before personal information is shared.

8. Continuous Improvement and Review

We will maintain a register of complaints, including receipt dates, issues, actions, response dates, outcomes and reviews. Maria Thackray will review complaints and feedback regularly to identify trends, allocate improvement actions and monitor completion. Learning will be shared with relevant staff without unnecessarily identifying complainants.

This policy will be reviewed at least annually and earlier following significant feedback, changes to delivery or relevant legal or funding requirements. The actual review date will be recorded. The next scheduled review is 01/10/2027.

9. Contact Information

Maria Thackray / COO
NorthStar Talent Consulting
6 Miriam Avenue
Chesterfield
S40 3NF

Phone: 07929413250
Email: Northstartalent@hotmail.com