Way2Work Complaints & Queries Process 2019/20

Way2Work are committed to providing the highest quality services to our clients; both employers and apprentices. We recognise that an easy to access complaints process – including ease of access, appropriate senior engagement and timely resolution will help us with continuous improvements and changes that positively impact upon our employers and apprentices.

This policy also applies for complaints about GDPR data breeches.

In the event of a concern, complaint or an issue with the delivery of the services provided by Way2Work, the complainant should initially send an email to way2work@nullachievingforchildren.org.uk  at which point the complaint or issue will be allocated to a suitable member of the Way2Work team or Way2Work Manager.

All complaints will be acknowledged within 48 hours from receipt of the initial email.

Should further escalation be required, the complainant should contact the Associate Director for Workforce at Achieving for Children, our relevant Awarding Organisations, or the Education & Skills Funding Agency using the contact details published at the bottom of this page.

Notices must be given in writing. A notice shall be deemed effectively served:

  • if sent by email, on the date when receipt has been personally acknowledged by return email (electronically generated receipts shall not be valid);
  • if delivered personally, on the date when left at Way2Work’s registered office or the employer’s address (as applicable) and signed for; or
  • if sent by recorded delivery post, on the date when the notice has been signed for at Way2Work’s registered office or the Employer’s address.

For Way2Work, all notices shall be sent to: Way2Work, Achieving for Children, The Venue, Heatham House, Twickenham, Middlesex, TW1 1BH

For the employer, all notices shall be sent to the attention of the person and address/email as identified in the commitment statement.

In the event of general queries, Way2Work may be contacted as follows:

Way2Work have a separate Appeals Policy and Process for disputes and disagreements within the assessment process.

Education and Skills Funding Agency

You should email complaints to complaints.esfa@nulleducation.gov.uk, or put them in a letter to:
Customer Service Team,
Education and Skills Funding Agency
Cheylesmore House
Quinton Road