Complaints procedure
How to make a complaint to Skills England and what happens after you complain.
Check we can respond to your complaint
Check that we can respond to your complaint before you contact us.
We can look into:
- unsatisfactory, incompetent, arbitrary or unfair treatment
-
not meeting a deadline for a decision
- not following the published rules or requirements, under the Freedom of Information Act or Data Protection Act
We cannot look into complaints:
- from Skills England staff
- about contractual disputes
- that are being or have been considered by a court or similar body
- that have not exhausted other appeals procedures
- made more than 3 months after a decision or action
- considered to be vexatious or malicious
Making a complaint
To make a complaint, email skills.england@education.gov.uk.
Use ‘Complaint’ in your email subject.
Include as much information as you can. You must include:
- the date the issue occurred
- any teams or processes involved
We will confirm we have received your complaint within 5 working days. We will deal with complaints as quickly as possible.
If your complaint needs investigation, we will send you a summary within 10 working days. You will then have 5 working days to accept or reject this summary.
Once you agree to the summary, we will complete our investigation within 25 working days.
Making a disclosure in the public interest
To report malpractice within an apprenticeship, email skills.england@education.gov.uk.
Write ‘Making a disclosure’ in your email subject.
There is separate guidance on whistleblowing for employees.