Your feedback helps shape us! Resolving complaints with care and fairness.
At Shaping Lives, we’re dedicated to providing an exceptional experience every step of the way. We know that sometimes things may not go as planned, and we’re here to listen. Every piece of feedback is valued, helping us to continually grow and improve.
Our Complaints Policy outlines how we approach and respond to any concerns from apprentices, employers, and parents/carers, ensuring your voice is heard and guiding us as we shape a better experience for all.
Resolving complaints with care and fairness
At Shaping Lives, we’re committed to addressing complaints swiftly, fairly, and thoughtfully. Here’s how we approach each concern:
- We treat each complaint as a call for immediate action and an opportunity to improve.
- Our team handles complaints promptly and, where appropriate, maintains confidentiality.
- We investigate every concern thoroughly, aiming to resolve issues to your satisfaction.
- When things go wrong, we work quickly to make them right, keeping you informed each step of the way.
- We learn from each complaint to enhance future experiences, setting clear response targets and measuring our success.
- If you’re not fully satisfied after all stages of our complaints process, we’ll guide you on how to contact a regulator, such as the Education and Skills Funding Agency.
Your feedback is key to helping us shape an even better service.
The 1-2-3 of making things right!
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We aim to resolve complaints informally whenever possible. To start, we recommend discussing your concerns directly with the relevant Shaping Lives staff member, such as your Personal Tutor or Operations Manager, if you have their contact information. If not, you can reach us at customercare@pgon.co.uk or call head office at 0800 783 2545.
If the staff member cannot address the complaint, or if it doesn’t pertain to a specific individual, contact our head of department by emailing customercare@pgon.co.uk. Your message will be forwarded to the appropriate person for investigation and a direct response.
Complaints involving matters such as Equality & Diversity, Safeguarding, Health & Safety, Prevent Duty, or Radicalisation are automatically escalated to Stage 2.
If an issue can’t be resolved informally, it may be time for Stage 2. To escalate to this level, please email a detailed, written account to support@shapinglives.co.uk. Be sure to include your name, contact details, key facts, and reason for escalation so we can address the matter effectively.
- For learner or employer Complaints:
- About a Learner: The main advisor, often the Personal Tutor, should be informed.
- About the Main Advisor: Notify the Operations Manager.
- Safeguarding Concerns (Child or Vulnerable Adult): Reach out promptly to the Safeguarding & Welfare Manager.
Verbal complaints should be followed up in writing by the complainant or recorded by the recipient. The main advisor will document the complaint, conduct an investigation, and work to find a positive solution. We’ll confirm receipt within ten working days, and all formal complaints are handled with confidentiality and securely logged in staff files.
For learner or parent/guardian complaints:
- About an employer: Notify the relevant Operations Manager, who will document, investigate, and aim for a suitable resolution.
- For Safeguarding Concerns (Child or Vulnerable Adult): Reach out to the Safeguarding & Welfare Manager.
Verbal complaints also require written documentation from the complainant or the recipient. The main advisor will investigate, ensuring we work toward a fair outcome. Formal complaints are acknowledged within ten working days, and records are kept confidentially in the employer file.
If you’re not satisfied with the outcome of your complaint at Stage 2, you can escalate it to our Chief Executive Officer (CEO) for an independent review. To do this, email support@shapinglives.co.uk and mark it “For the Attention of the CEO.” Our CEO will carefully review your case to provide a fair and reasonable outcome.
The decision from our CEO will be final. However, if you still feel your complaint hasn’t been fully resolved, you can reach out at any time to the ESFA Apprenticeship Service Support at 08000 150 600 or helpdesk@manage-apprenticeships.service.gov.uk for additional support.
