The Complaints Policy provides a definition and examples of complaints which may occur for a Learner, Apprentice or PMA Contractor. However, PMA recognise that we may receive complaints from any member of the General Practice community in relation to our training and learning
services. The process for making a complaint is described in detail.
Definitions
PMA aims to give everyone an excellent experience when dealing with PMA, so we welcome your comments, suggestions and feedback about the training and learning services you have experienced when contacting us or when using any of our products or services.
Many matters can be resolved informally by contacting the Customer Service Team on 0330 111 6459 or by emailing PMA’s Customer Success Executive, Julie Mulliner: julie@pma-uk.org , as we may be able to solve the problem straight away. However, if you feel the problem needs to be dealt with through a more formal procedure, please follow the process below.
A complaint is an expression of dissatisfaction from you about PMA products, services or the complaints handling process where it is clear that you expect us to identify the cause of the problem and to take some kind of remedial action.
PMA aim to ensure that:
- Making a complaint is as easy as possible
- We treat a complaint as a clear expression of dissatisfaction with our service which calls for an
immediate response - We deal with it promptly, politely and, when appropriate, confidentially
- We respond in the right way, for example, by giving you an explanation or an apology where we
have got things wrong and communicate what action has been taken - We learn from complaints and feedback and we use them to improve our service.
It is not possible to provide a definitive list of examples of complaints, but the following are examples of situations that may constitute a complaint:
- Incorrect invoicing – these can normally be resolved without a formal intervention
- Certificate spelling errors – these can normally be resolved without a formal intervention
- Lack of response to queries
- Unable to unsubscribe emails
- Website issues
- Incorrect products received
- Delay with receipt of certificates
- Non-compliance with stated PMA process e.g. not adhering to published timescales or
processes.
Investigation and Outcome
The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.
PMA’s aim is to resolve all matters as quickly as possible. However, inevitably some issues will be
more complex and therefore may require longer to be fully investigated.
PMA will acknowledge your complaint within two working days and let you know who will be dealing
with it. We will appoint an appropriate person to investigate the matter on your behalf. PMA aim to
resolve complaints within eight working days but if it’s going to take longer than that we’ll keep you
fully informed.
Once we have completed our investigation, we will explain what went wrong and why, apologise when it is appropriate and take appropriate action to remedy the situation as soon as possible.
The three stages to the PMA complaints process are:
Stage One
If you have a complaint in relation to the service you have received from PMA, please raise your concern by calling our Customer Service Team on 0330 111 6459 or by emailing PMA’s Customer Success Executive, Julie Mulliner: julie@pma-uk.org , explaining the problem as clearly and fully as
possible, including any action taken so far.
If there is an allegation of malpractice or maladministration, please refer to the PMA Malpractice & Maladministration Policy.
Learners/Apprentices – If the complaint you have is in relation to any aspects of Education at PMA, please raise your concern by calling our Customer Service Team on 0330 111 6459 or by emailing PMA’s Chief Education Officer, Sarah Burrows: sarahburrows@pma-uk.org, explaining the problem as clearly and fully as possible, including any action taken so far.
PMA contractors – in the first instance you must try and resolve your complaint with your PMA Manager.
Stage Two
If you are not satisfied with the response you receive to your complaint, you can take the matter further by contacting the PMA’s Chief Operating Officer, Stacey Chapman by emailing stacey@pma-uk.org , setting out why you are dissatisfied.
The Chief Operating Officer will undertake a full review of the original complaint, the evidence collected by the person who investigated the matter on your behalf and their initial response. Consultation with all parties will take place to provide you with PMA’s response and any further
actions that may need to be taken.
Final Stage
If you are still not satisfied with the response you receive from the PMA’s Chief Operating Officer,
you can take the matter further by contacting: ESFA Apprenticeship Service Support on 08000 150
600 or helpdesk@manage-apprenticeships.service.gov.uk
Confidentiality
Except in exceptional circumstances, we will try to ensure that your complaint remains confidential, but in some cases the circumstances giving rise to the complaint may make it impossible to maintain confidentiality. In these situations, we will discuss this with you.
Continuous Improvement
All complaints are reported and reviewed internally each month. They are also reviewed by the by the Quality and Regulatory Group on a quarterly basis to ensure our qualifications and programmes are accessible to all whilst maintaining quality in implementation. PMA aims to improve its business processes and our response to customers in the light of learning from the feedback we receive.
This policy shall be the subject to an annual review cycle.
Further Information and/or Glossary from ILM Ofqual
If your complaint relates to a qualification regulated by Ofqual you may complain directly to Ofqual if you have exhausted PMA’s complaints procedure. Please refer to the following link which will explain how you can do this: http://ofqual.gov.uk/complaints-and-appeals/
