1. Introduction
The University of Kent is committed to ensuring a high-quality educational experience for its apprentices and providing high-quality services for employers of its apprentices.
However, there may be instances when employers or apprentices feel dissatisfied with the experience provided by the University (or its subcontractors) or with the way the University or its staff have acted or omitted to act in its delivery of its services.
In such circumstances the University seeks to listen to its stakeholders and find resolutions that are in the best interests of all parties.
2. Purpose of this Procedure
2.1 The purpose of this procedure is to provide an opportunity for employers or apprentices to raise any issues or concerns in a way which enables the University to be sensitive to the needs of each case and to reach an outcome which is of the benefit to all parties involved.
2.2 Complaints will be monitored by the University’s Apprenticeships Governance Committee, both to ensure a prompt response is given, and to ensure that improvements can be made to the way in which the University of Kent manages its apprenticeship provision.
2.3 The University hopes that employers and apprentices have the confidence to raise complaints and know they will receive fair consideration. Therefore, it should be unnecessary for an employer or apprentice to raise a complaint anonymously. If however an anonymous complaint is received we refer to the University Student Complaints Procedure Clause 6.1. The University does all it can to ensure that students who raise concerns are supported appropriately. However, it is important to note that the University may not be able to act on complaints that are made anonymously. This is because the University is under an obligation to deal with allegations in a fair and reasonable way and in accordance with the rules of natural justice. Natural justice means that adjudication is unbiased and given in good faith and that each party is aware of the arguments and documents given by the other.
2.4 This procedure has been designed to meet the requirements of relevant statutory, regulatory and funding requirements governing apprenticeship provision and will be administered by Kent’s Apprenticeship Unit (AU).
2.5 For information on how apprentices should make complaints, please see section 4 of this policy and procedure.
2.6 Where an employer has a concern or complaint regarding the behaviour of their apprentice as an employee, this should be dealt with through the employer’s own employment policies.
3. Complaints Procedure
3.1 Stage 1 – Informal Stage
3.1.1 Prior to submitting a formal complaint, it is recommended that the employer raise any concerns with the University of Kent informally. This provides the opportunity for the University and the employer to discuss the concerns in an attempt to bring about an early resolution.
3.1.2 The employer should, in the first instance, make contact with the Apprenticeship Quality, Compliance and Improvement Manager and/or the Employer Relations Lead and Senior Apprenticeship Advisor. They can be contacted via the following email. (apprenticeshipcompliance@kent.ac.uk )
3.1.3 The Apprenticeship Quality, Compliance and Improvement Manager will normally acknowledge the complaint within 5 working days of receiving it and will arrange to discuss the concern directly with the employer on an informal basis and, where possible, resolve the complaint.
3.1.4 If the complaint cannot be resolved within 10 working days of the concern first being discussed with the employer, then the Apprenticeship Quality, Compliance and Improvement Manager will ensure that the complainant is kept up-to-date with the progress of their complaint.
3.1.5 If the complaint relates to the Apprenticeship Quality, Compliance and Improvement Manager, then it should be raised for consideration via the Head of Apprenticeship Compliance, at C.Sanderson-656@kent.ac.uk
3.1.6 The Apprenticeship Quality, Compliance and Improvement Manager will log all informal complaints and will provide a termly report to the Apprenticeships Governance Committee on their progress.
3.2 Stage 2 – Formal Stage
3.2.1 Should the employer be dissatisfied following completion of the informal stage of this complaints procedure or feel that their concerns have not been adequately resolved, the employer may refer formally, in writing within 10 days of the outcome, to the Head of Apprenticeship Compliance: at C.Sanderson-656@kent.ac.uk for further consideration.
3.2.2 This written complaint should include:
- the nature of the complaint;
- any supporting documentation;
- details of discussions undertaken at the informal stage of the process and the reasons why the complaint has not been adequately resolved; and
- any further information considered relevant
3.2.3 The Head of Apprenticeship Compliance will contact the employer to discuss their concern and understand the issues in more depth. Further steps will then be agreed to try to resolve the complaint.
3.3. Employer Dispute Resolution
3.3.1 Following completion of the Formal Stage of this Procedure, where a complaint still remains unresolved, the dispute resolution requirements of the contract between the University and employer should be referred to.
3.3.2 Dispute resolution will normally be in line with the below process and timescales - unless varied by the specific Kent/Employer contract in place.
3.3.3 In the event that the parties have been unable to resolve any Dispute through good faith discussions between their respective representatives then either party may serve written notice on the other stating the nature of the dispute (a Dispute Notice).
3.3.4 After service of the Dispute Notice, the following procedure shall be followed:
3.3.5 within five (5) days, the University’s Representative and the Employer’s Representative shall meet to attempt to settle the dispute (each party acting in good faith);
3.3.6 if the University’s Representative and the Employer’s Representative are unable to reach a settlement within twenty-one (21) days from the date of service of the Dispute Notice, the Senior Management of each of the parties shall meet within the following fourteen (14) days to attempt to settle the dispute; and
3.3.7 if no settlement results from the meeting specified in 4.2.2.2, for the following fifty-six (56) days the parties shall attempt to settle the dispute by mediation in accordance with the Centre for Effective Dispute Resolution (CEDR) Model Mediation Procedure.
3.3.8 Where an employer remains dissatisfied with the outcome of a complaint then it can be escalated, in certain circumstances, to the Apprenticeships Regulatory Bodies
3.3.9 The circumstances in which a complaint can be escalated to the Department for Work and Pensions (DWP) can be found at: Complaints procedure - Department for Work and Pensions - GOV.UK
3.3.10 At any stage of the complaints process employers can contact the Apprenticeship Service Support line on 08000 150600.
4. Apprentice Complaints
Stage 1 – Early resolution
4.1.1 Prior to submitting a formal complaint, it is recommended that the apprentice raises any concerns with the University of Kent as early as possible. This provides the opportunity for the University and the apprentices to discuss the concerns in an attempt to bring about an early resolution.
4.1.2 The apprentice should, in the first instance, make contact with their Apprenticeship Advisor (apprentices will have their individual email address) in an attempt to bring about an early resolution. If the complaint is concerning the Apprentice Advisor, please go straight to 5.1.3.
4.1.3 If the complaint is concerning the Apprenticeship Advisor, or the Apprentice Advisor has not met a satisfactory resolution, apprentices should contact the Apprenticeship Quality, Compliance and Improvement Manager (apprenticeshipcompliance@kent.ac.uk)
Stage 2 – Formal Stage
4.1.4 Should the apprentice be dissatisfied following completion of the early resolution stage of this complaints procedure or feel that their concerns have not been adequately resolved, the apprentice should refer to the University’s Student Complaints Procedure available here.
4.1.5 At any stage of the complaints process Apprentices can contact the Apprenticeship Service Support line on 08000 150 600 or helpdesk@manage-apprenticeships.service.gov.uk
5. Review of this Procedure
5.1 This apprentice and employer complaints policy and procedure is subject to annual review by the Apprenticeships Governance Committee to ensure that it continues to relevant statutory, regulatory and funding requirements governing apprenticeship provision.
Approved by: Apprenticeships Governance Committee
John Duffy
Chief Operating Officer and University Secretary & Chair of Apprenticeship Governance Committee
Signed by:
Clair Sanderson
Head of Apprenticeship Unit Compliance
Effective from: 15th July 2026
Date of Next Review: 15th July 2027