At The Job Gym, we’re committed to ensuring all queries are handled quickly, accurately, and fairly. If learners have compliments, feedback, or concerns about our programmes, we ask them to speak to their tutor. They always try to resolve issues, and if that’s not possible, they will point you back towards us. Employers may always contact their Key Account Manager. We recognise that feedback from customers helps us to improve the services we offer. We record and analyse all feedback to ensure that we get to the root causes of any issues our learners might have.
We understand there may be times when learners feel they can’t speak to their tutor. There might also be times when they do so, but the tutor can’t resolve a problem in a way the learner is happy with. These times might include, but are not limited to:
Complaints about discrimination based on:
The Government’s Counter-Terrorism Strategy: The Job Gym is committed to preventing people from being drawn into extremism and terrorism. If learners have concerns about a possible terrorist act, or concerns about any individual they believe may be involved in extremism, they may use this route to contact us for support.
Any of the following, relating to themselves or to another person and to the training provider:
The issues above could all be considered safeguarding concerns. If a learner or employer has any safeguarding related complaint which is not in the list above, they should follow our process from Stage Two onward.
Stage One: Tell the tutor, or the staff member you work most closely with, about your query and give them the chance to resolve the matter at the training provider you work with. If you’re unhappy with the outcome, or if the problem is one of those listed above, go to Stage Two (below).
Stage Two: Contact The Job Gym, and we will work with the training provider on your behalf. You can call us on 0333 220 6645 email us at firstname.lastname@example.org; or write to us at: Quality Improvement Team, Mantra Learning, Greengate, Middleton, Manchester, M24 1RU. If you email or write to us, please include:
• Your full name and contact details, including a daytime telephone number.
• A full description of your complaint (including the subject matter and dates and times if known).
• Any names of the people you have dealt with so far.
• Copies of any documentation or letters which relate to the query.