Appeals, Complaints and Feedback

Introduction
REPs is committed to delivering a quality service at all times. However we accept that occasionally things can go wrong. If you are dissatisfied with any aspect of the service you receive from us, wish to appeal against a registration decision or if you need to complain about a member breaching the Code of Ethical Practice, we would like to hear from you. Equally, if you are pleased with the services offered, or have a suggestion on how we might improve our services, do let us know.

We need to know the exact nature of your complaint or appeal. Please provide as much information as possible about the service provided, the individuals and why you felt the service offered did not meet your expectations.

Please click on the following links to take you to the relevant information.

• If you wish to complain about the professional conduct of a member, click here
• If you are appealing against a registration decision, click here
• If you wish to complain about any aspect of the service you have received from REPs, click here
• If you wish to complain about SkillsActive endorsed training provider recognised by REPs for CPD, click here

We take a positive view of any feedback.  It helps us to see where our services or procedures might be improved and also to uphold industry standards  

Complaint regarding the professional conduct of a member
If your complaint is regarding the professional conduct of a member of the Register, please ensure the following:

• The Registrar is able to identify the member against whom the complaint is made
• The details of the complaint are clear
• You provide your name and address and sign the complaint
• You Identify which criteria in the Code of Ethical Practice has been breached

Upon receiving a complaint the Registrar will determine whether the complaint comes within the scope of the conduct policy or whether the matter should be referred to another authority.

A complaint made in the proper form and falling within the scope of the activities of the REPs and Code of Ethical Practice will act as an instruction for the Registrar to conduct an investigation.
What you can expect from us:

• We will acknowledge your complaint within 5 working days
• The Registrar will then investigate the matter and will aim to respond within 4 weeks of receipt
• If a full response cannot be given within this time (e.g. when a matter is very complex or where we have to consult a third party on the matter) you will be informed of the progress being made
• The Registrar accepts full responsibility for effective complaints/appeals handling
• In all cases we will treat your correspondence in strict confidence, with fairness and objectivity

Appeal regarding entry to the Register
The Registrar’s decision regarding entry to the Register or category of registration is final and appeals against such decisions may only be made in the following circumstances:

1. If the Registrar has made an error on procedure
2. If the Registrar has made a decision in the absence of material evidence that was not available at the time of the original decision

To appeal:

• Please put your appeal in writing within 28 days of notification of entry decision from REPs
• Please state the grounds for appeal (either 1 or 2 above)
• Include any additional  information/evidence to support your appeal, including qualifications not previously mentioned and a current relevant CV

What you can expect from us:

• We will acknowledge your appeal within 5 working days
• The Registrar will then investigate the appeal and will aim to respond within 4 weeks of receipt

Complaints about REPs endorsed training providers
All complaints about endorsed training providers will be addressed to SkillsActive.

Complaints regarding REPs service delivery
If you have a complaint regarding any aspect of the service you have received from REPs, please ensure the following:

• The complaint is made in writing
• The Registrar is able to identify the person or aspect of service against whom/which the complaint is made
• The details of the complaint are clear
• Your name, address and registration number (if a member of REPs) are clear
• You sign the complaint

What you can expect from us:

• We will acknowledge your complaint within 5 working days
• The Registrar will then investigate the matter and will aim to respond within 4 weeks of receipt
• If a full response cannot be given within this time (e.g. when a matter is very complex or where we have to consult a third party on the matter) you will be informed of the progress being made
• The Registrar accepts full responsibility for effective complaints handling
• In all cases we will treat your correspondence in strict confidence, with fairness and objectivity

What to do if you are still unhappy
If you feel your complaint has not been satisfactorily dealt with, the matter can be referred by the Registrar to the Professional Practice Committee.

If the complaint is regarding a member’s breach of the Code of Ethical Practice, the PPC will consider any need for sanctions against said member.  The appropriate authority will deal with criminal allegations.