Complaints, Appeals & Feedback
If something isn’t right, here’s how to tell us and what happens next
Complaints, Appeals & Feedback
We Take All Feedback Seriously
At ABA , we welcome all feedback, including complaints and appeals. We see concerns as an opportunity to improve our training, support, and overall learner experience.
If something has gone wrong, we want to know so we can put it right and learn from it.
How to Contact Us
You can raise a concern in the following ways:
Speak to your tutor or trainer in the first instance
Email: training@abaprocurement.com
Phone: 01603 251754
Speak directly to a member of the team
What is a Complaint?
A complaint is when you feel that:
You have received a poor service
Something has not been handled correctly
You are unhappy with the support or delivery you have received
You have already tried to resolve the issue informally
We encourage you to raise concerns as early as possible so they can be resolved quickly.
Our Response Times
We aim to deal with all complaints fairly and promptly:
We will acknowledge your complaint within 2 working days
We will provide a full response within 5 working days
If more time is needed, we will let you know and explain why, including when you can expect a response
Complaints Process
We follow a three-stage process:
Stage 1 – Informal Resolution
Most issues can be resolved quickly by speaking to your tutor or a member of the team. We encourage you to do this first.
An informal meeting may be arranged to understand the issue and find a resolution.
Stage 2 – Formal Complaint
If the issue is not resolved informally, a formal complaint will be reviewed by a senior member of staff (such as a Director).
They will investigate the issue and respond to you in writing within the stated timescales.
Stage 3 – Panel Review
If the complaint is still not resolved, it will be referred to a formal complaints panel.
The panel will:
Be made up of senior staff members
Be independent from the original complaint decision
Review all evidence fairly
The panel will normally meet within 28 working days of receiving the complaint.
You will be informed of the outcome in writing.
Appeals Process
If you disagree with a decision related to your learning or assessment, you may be able to appeal.
Internal Appeals (ABA Procurement decisions)
These include:
Tutor or internal assessment decisions
Progression or support decisions
Internal training-related decisions
These will be reviewed internally by senior staff who were not involved in the original decision.
External Appeals (CIPS and awarding bodies)
If your appeal relates to a CIPS qualification, exam, or assessment outcome, the final appeal must be made directly to CIPS.
You can find their official appeals process here:
CIPS Exam Success Policies
We will:
Talk through the outcome with you
Help you understand the decision-making process
Support you in preparing your appeal to CIPS if needed
Escalation (Apprenticeships)
If you are an apprentice and your complaint is not resolved through our internal process, you may escalate your complaint to: Education and Skills Funding Agency (ESFA) Apprenticeship Service Support
How We Use Feedback
We take all complaints, appeals, and feedback seriously.
We use this information to:
Improve our learning experience
Identify areas for development
Enhance support for learners
Strengthen communication and delivery
Where appropriate, we will share changes we have made as a result of learner feedback.
Confidentiality
All complaints and appeals are handled sensitively and shared only with those who need to be involved in resolving the issue.
Need Help?
If you are unsure whether to make a complaint or appeal, or if you would like support in doing so, please speak to your tutor or contact our Operations Director, Evie.
We are here to help and want to ensure your experience is fair, supportive, and effective.