Section 1   Introduction

1.1                         Scope of the policy

This policy applies to all partners working for or on behalf of DNA Skills EPA, including all colleagues, levels, board members, external contractors, agency workers, partners, any associates, any subsidiaries or their employees or any other person associated with us.

1.2           Purpose of the policy

DNA Skills places a significant emphasis on feedback and views the complaints process as a valuable tool to drive improvements in the quality of our services. We endeavour to respond to all feedback, whether positive or negative, in a prompt and courteous manner. All complaints will be treated seriously with a full investigation process in place, if needed, to seek a resolution which all parties are satisfied with.

1.3           A shared responsibility

It is important that all staff/partners who are involved in the delivery of DNA Skills End-Point Assessments and/or regulated qualifications are made aware of this policy and its range of possible outcomes. 

1.4           Reviewing the policy

This policy will be reviewed annually or:

  • Interim when there has been changes to policy or legislation
  • Where DNA Skills are approved for additional apprenticeship standards

Section 2    Making a complaint: The process

DNA Skills takes complaints about its work, staff, and levels of service very seriously. If you are not satisfied with any aspect of DNA Skills e.g., due to a decision, penalty or sanction made resulting from a malpractice investigation, please follow the process below for raising a complaint.  

Wherever possible, complaints should be raised through Creatiogreen using a ‘Complaint Form’. Here you can detail all requested information and attach any relevant documentation. If this is not possible, please send details of your complaint and contact details to the email address in Section 5 of this policy, clearly marking the subject matter of your correspondence as: Complaint. This will then be directed to the correct department or member of staff. 

You will receive acknowledgement of your complaint within 48 hours. The handling of any complaint has three stages.

When raising a complaint, you must provide the following: 

  • a clear, detailed description of what your complaint is about
  • copies of any letters, emails or relevant documentation related to the complaint

2.1           Complaints Stage 1

Complaints will go to the DNA Skills line manager of the individual or team that your complaint references. The line manager will investigate, with a target of responding to your complaint within 10 working days. Should the complaint not be resolved in this stage it will then move to stage 2.

2.2           Complaints Stage 2

Complaints will be escalated to and investigated by the DNA Skills General Manager. They will investigate with a target of responding to your complaint within an additional 10 working days.

2.3           Complaints Stage 3

Should a complaint reach Stage 3 it will be investigated by an independent member of our advisory panel who is not part of the complaint, not an employee of DNA Skills and therefore able to provide objective scrutiny of a complaint. They will investigate with a target of responding to your complaint within an additional 10 working days.

If on completion of stage 3 a complainant remains unhappy with the process DNA Skills has followed, they may apply directly to the EQA body e.g., Ofqual, or the Institute for Apprenticeships and Technical Education (their details can be found below). Please note that they will generally require that you exhaust the internal DNA Skills complaints procedures in the first instance.

You can contact Ofqual by:
Telephone: 0300 303 3344
Fax: 0845 0300 303 3348

You can contact Institute for Apprenticeship and Technical Education by:

Please note due to regulations applicable to employment law and GDPR, you may not always be informed of the full details of the outcome. DNA Skills will, however, strive to give you as much information as possible regarding the measures taken to address your complaint. 

If you are intending to make a complaint about a final assessment decision, then please refer to DNA Skills Enquiries & Appeals Policy.

Where a complaint forms part of an ongoing appeal, then the appeal will be dealt with as a priority.

Section 3    Recording of Complaints

DNA Skills will record all complaints, both formal and informal. A complaints log will be maintained by the Head of Quality and Compliance. All complaints will be monitored and tracked until the complaint has a final outcome. The Head of Quality and Compliance will present an overview of the complaints log to the DNA Skills Advisory Panel on a regular basis to ensure any emerging themes are acted upon swiftly.  

Section 4    Mandatory Disclosure and Confidentiality

4.1           Confidentiality

DNA Skills may need to access confidential information but will ensure that such information is kept secure and only used for the purposes of the investigation, and in line with relevant data protection legislation. DNA Skills will not normally disclose the information to third parties unless required to do so, e.g., to the regulators and/or the police or other relevant statutory bodies.

Section 5   Contacts

If you have any queries about the contents of the policy, please contact our DNA Skills EPA Team: 


Telephone: 01344 944675

DNA Skills EPA Team
7 Lakeside Business Park
GU47 9DN

Title & Key Responsibilities

General Manager - Accountable for the strategic objectives of DNA Skills and its regulatory compliance. Ensures all policies are effectively implemented

Head of Quality & Compliance - Responsible Office and point of contact for regulatory bodies. Oversees the version control of policies

Head of Product & Assessment Development - Acting Deputy for Responsible Officer. Manages the development and life cycle of our products

Quality & Performance Manager - Responsible for the delivery of assessments and quality assurance processes

Head of IT/DPO - Data Controller