Compliments and Complaints Policy

Trans Plant Mastertrain welcomes feedback on all aspects of our provision and service. We do not pretend to be perfect and we would like to encourage all customers, students and employers to tell us what we can do better. Compliments and constructive criticism help us to improve the quality of all that we do. We want to resolve issues that you bring to our attention as formal complaints. All courses and services at Trans Plant Mastertrain are reviewed regularly and your comments will help us to prepare and, when necessary, redesign or change the provision and support services. 

Compliments and Comments 

  • We would like to know what you think we do well, so we can continue to do Positive feedback will help us to carry on doing what you think we are doing well.
  • If you are a student or a parent/guardian of a student and you would like to acknowledge the support that you or your son/daughter has received while at Trans Plant Mastertrain, please let us know.
  • You can either contact the member of staff involved directly, the Senior Instructor or Training Manager. They will ensure that your feedback reaches the relevant person and that the Board of Directors is made aware.


  • We are committed to excellence in all areas of our provision. If we make a mistake, we would like to know about it so that we can put things right. If you are a Employer, private customer, student or a parent/guardian or a members of the wider community, please help us to resolve issues and disagreements informally without reference to a member of the Senior Leadership Team or the Quality Assurance Manager. If this is not possible, please use the formal complaints procedure described below and put your complaint in
  • Trans Plant Mastertrain staff have a responsibility to listen and to respond to constructive criticism. All complainants will be treated fairly and equally. If you make a complaint in writing, you will receive a clear response from us.
  • It is important that both the complainant and Trans Plant Mastertrain remain professional throughout. Trans Plant Mastertrain has a duty of care to its students and staff, and if the behaviour of a complainant is insulting or aggressive during a phone conversation or a meeting,Trans Plant Mastertrain reserves the right to terminate the complaint process. The same applies if written correspondence received byTrans Plant Mastertrain has a threatening tone or is rude.

Verbal Complaints

  • Wherever possible we try to settle verbal complaints All members of staff have a responsibility to take action to resolve a complaint as soon as possible, wherever possible.
  • The member of staff listening to the complaint will complete a Verbal Complaint Record

Form and pass it to the Quality Manager or the Training Manager. They will then try to resolve the matter together with the person who is complaining.

  • If a verbal complaint cannot be resolved easily, the Board of Directors will support the
  • The Quality Manager will keep the details of verbal complaint and the outcome on record, including a copy of the Verbal Complaint Record We will keep all documentation relating to a verbal complaint for three years.

Written Complaints

If you wish to make a complaint in writing this is what you should do:

  • Send your written complaint to us by letter or e-mail. You can also use the Written Complaint Form, which is linked below. The Procedure and the Complaint Forms can also be obtained by contacting the office on 01392 426242 or via email to
  • Please address letters of complaint to: The Quality Assurance Manager, Trans Plant Mastertrain, The Matford Centre, Exeter, EX2 8FD
  • Please send email messages to
  • It is helpful to us if you note down the facts as you see them and describe what you would like to happen as a result of your complaint.

Download Written Complaint Form

What happens when we receive your complaint?

  • The Quality Assurance Manager will receive your letter or
  • We will acknowledge your complaint within 5 working days of receiving it, either by letter or email. Please let us know your preference.
  • We will log your complaint and send a copy to the Quality Manager who will be investigating it. Depending on the nature of the complaint, meetings or telephone conversations may be needed to establish exactly what happened. We may contact you again for further
  • We will send you a written response to your complaint within 20 working days, unless there are exceptional circumstances or the complaint was received at the beginning of, or during a holiday period. The response will describe the outcome of our investigation and any action that we will take as a consequence of your
  • All paperwork relating to a written complaint will be retained for three The Quality Assurance Manager monitors the complaints and writes a report for the Board of Directors.

 What happens if you are not satisfied with our response to your complaint? 

  • If the complaint is not resolved to your satisfaction, you should write to us again within 5 working days of receiving our response, using the same way of contacting us as described previously.

What will happen?

  • Your complaint will be passed to the Board of Directors.
  • They will investigate the complaint again and respond within 20 working days of receiving your further correspondence, unless there are exceptional circumstances. If a complaint is made just before or during a period of holiday time, the response may take longer, because if staff are on leave an investigation may take
  • The decision of The Board of Directors is final.