Quality Commitment

Ben Shaw Training Ltd is committed to carrying out its work in accordance with good quality management principles and practices.
It is the objective of the company to:-
a.) Seek comments and feedback from all our customers and act upon it
b.) Seek continual improvement in quality and customer service and to continually develop the staff in line with the changing needs of our customers
c.) Work closely with our customers to identify their individual requirements and to deliver effective and timely solutions to meet their needs
d.) Raise and maintain the awareness of everyone in undertaking all our quality management practices on a cyclical on-going basis
e.) Follow policies and procedures for the observation and “self assessment” of our products and services
g.) This policy is communicated to all company employees and reviewed annually or as and when required

Equality & Diversity Policy incorporating British Values

Policy Statement
Ben Shaw Training Ltd is committed to encouraging diversity and eliminating discrimination in both its role as an employer and as a provider of training services.
Ben Shaw Training Ltd aims to create a culture that respects and values each others’ differences, that promotes dignity, equality and diversity, the British values and encourages individuals to develop and maximise their true potential. We are committed wherever practicable to achieving and maintaining a workforce that broadly reflects the local community in which we operate.

Purpose
The purpose of this policy is to provide equality and fairness for all in our employment and in the provision of training services and not to discriminate on the grounds of age, disability, family responsibility, marital status, race, colour, ethnicity, nationality, religion or belief, gender, sexual orientation and any other potentially discriminatory criteria. Age, Disability, Gender Reassignment, Marriage & Civil Partnership, Pregnancy & Maternity, Race, Religion & Belief, Sex and Sexual Orientation which are known commonly as the 9 protected characteristics.
Transport Training opposes all forms of unlawful and unfair discrimination.
This policy has been reviewed following the Equality Act 2010 and aligned with the Codes of Practice on Employment and on Equal Pay.
All employees and training candidates whether self employed, part-time, full-time or temporary, will be treated fairly and with respect. Selection for employment, promotion, training, volunteering or any other benefit will be on the basis of skills and ability and be in line with our recruitment and selection policy.

Principles
Ben Shaw Training’s commitment to Equality and Diversity is:
To create an environment in which individual differences and the contributions of all our Employees and training candidates are recognised and valued.
To create a working and training environment that promotes dignity and respect for all. No form of intimidation, bullying or harassment will be tolerated.
To ensure training, development and progression opportunities are available to all.
To promote equality in the workplace, which it believes is good management practice and makes sound business sense.
To regularly review all employment and training practices and procedures to ensure that no job applicants, staff or training candidates are treated less favourably than others.
To regularly review services to ensure they are accessible and appropriate to all groups within society.
To treat breaches of the equality policy seriously and to take disciplinary action when required.
To provide information and training to all employees and training candidates so that they are fully aware of the issues relating to Equality and Diversity and their responsibilities relating to it.
To develop an Equality Action plan, to ensure our Equality and Diversity policy is fully implemented.
To ensure the policy is fully supported by the Senior Management Team.
To monitor and review the policy annually.
All learners are responsible for ensuring that they embrace and adopt this policy whilst enrolled and participating in any Ben Shaw Training Ltd training programme.

British Values
The government set out their definition of British Values in the 2011 Prevent Strategy.  In 2014, the Department of Education published guidance on promoting British Values in schools to ensure young people leave school and college prepared for life in Modern Britain.
The five British values are as follows:
Democracy
The rule of Law
Individual liberty
Mutual Respect
Tolerance of different faiths and beliefs
These new regulations sit alongside the requirements of the Equality Act, which also applies to all educational institutions.
Promotion of British Values:
At Ben Shaw Training Ltd, we are dedicated to promoting values which ensure that our learners and staff develop a strong sense of social and moral responsibility. We prepare our learners for life in Modern Britain by developing an understanding of democracy, the rule of law, individual liberty, mutual respect and tolerance of those with different faiths and beliefs.
It is our aim that all Ben Shaw Training’s learners are able to contribute effectively to the wider community, using the skills and knowledge they have acquired during their time at Ben Shaw Training Ltd. As well as being fully engaged in their learning experience, we want our learners to become responsible and well-rounded individuals.
Our team will endeavour to promote British Values at every opportunity, including during lessons, progress reviews and by other means, in order to ensure our learners have every opportunity to understand, be protected by, and live by these values.

Health & Safety General Policy Statement

1. The Objective:
The objective of Ben Shaw Training’s Health and Safety Policy, as a fundamental part of its Health and Safety Management Control System is to prevent, insofar as it is reasonably practicable during the course of the work, duties or training being undertaken, any accidental occurrence which may directly or indirectly result in:
a) Injury or occupational ill-health to any person.
b) Damage to, or loss of any plant, equipment, property, materials or products.
c) Delays in any processes or operation.
d) Events which may otherwise be detrimental to efficiency and/or prestige.
e) Adverse impact upon the environment.

2. Scope:
This Policy is applicable to all of Ben Shaw Training’s operations. This Policy will also apply to all persons having responsibilities which relate to and necessitate their presence and the execution of their duties within the areas of Company works/premises. These persons include the employees, associates, customers, training candidates and self- employed persons.

3. Responsibility:
The application and promotion of the Policy is the responsibility of the Director. Whilst duties and tasks may be delegated, the overall responsibility remains that of the Director to ensure that the Company complies with all relevant statutory health and safety legislation (Acts and Regulations), common law and Approved Codes of Practice.

4. Personnel Obligations:
All Company employees and training candidates, regardless of their status, are expected to abide by the principles of this Policy as and where applicable. We also expect the co-operation of all those mentioned within the Scope section of this Policy to work in such a way that accidents to themselves and others will be prevented.

5. Participation:
Individuals can make vital contributions to the development and implementation of policies. There will be opportunities for participation in this process via the involvement of employee representatives.

6. Application:
The following principles shall be applied to all operations undertaken by the Company and shall be the basis of any specific instructions, methods or systems which may be necessary in order to achieve the Policy objective. To ensure that this Policy can be successfully implemented, the Company will provide such funds/resources as may be necessary.

7. Precautionary Measures:
Suitable and adequate measures shall be taken to safeguard any person, equipment, property, material or product likely to be exposed to any known or suspected hazards associated with or arising out of the processes, tasks or operations being undertaken. The Company will take into account at tendering stage, those factors which help to eliminate injury, damage and waste.

8. Information, Training and Instruction:
Information from risk assessments, performance monitoring activities, the employee consultation process and advice from external advisers, will be used to identify the health and safety training needs of employees. An effective system for the communication of health, safety and welfare information will be maintained so that employees and training candidates are made aware of the known or suspected hazards associated with or arising out of the work or duties assigned to them. Where necessary employees will also be suitably trained or instructed to enable them to carry out their tasks in a healthy, safe and efficient manner.
Training will be arranged / carried out by the Director who will liaise with Senior Managers with regard to safety matters where appropriate. Employees and training candidates will be instructed on how to use plant/equipment safely, directly by the manufacturer/supplier, or by the Company’s Managers who themselves would have been instructed on how to use the plant/equipment properly and safely. To ensure all the Company’s employees are kept up-to-date with safety matters the Company has maintain a library of safety information, Codes of Practices and Health and Safety Legislation etc. This library will be maintained with up-to-date information and changes in Law etc. The requirements of any Statutory Legislation or Code of Practice applicable to the processes or operations being undertaken and/or the premises which they are undertaken shall be observed.

9. Planning and Control:
All activities shall be conducted in a responsible manner and so planned and controlled that the possibility of unplanned events occurring is reduced to the practicable minimum. It is recognised that accident prevention is a joint responsibility of all Company staff involved and that to understand their joint responsibilities, joint consultation will be necessary.

10. Health, Safety and Welfare:
Adequate provision shall be made for the Welfare needs of employees whilst carrying out their tasks and duties and any hazard to health associated with the work shall be the subject of strict precautionary measures.

11. Measuring, Monitoring, Reviewing and Auditing:
All Company activities and the use of related equipment and materials etc., which affect the safety of that place of work, shall be inspected in accordance with legal requirements, reports will be made and distributed to those concerned as necessary. Safety Inspections and other activities to measure, monitor and review health and safety performance, and conduct audit the effectiveness of the Health and Safety Management Control System, will be carried out by competent personnel.
This Policy shall be reviewed and kept up-to-date by the Director to take into account changes in legislation, reflect changes in the nature and range of activities carried out by the Company and take advantage of operational experience as often as may be necessary.

Complaints / Escalation Policy
Aims
Ben Shaw Training Ltd is committed to delivering high quality training and encourages all potential, present and past learners, employers and customers to let us know where they have cause for concern or where improvements to our services could be made.
We will treat all complaints seriously and in a timely manner to facilitate an early resolution.
We will handle all complaints in confidence and with empathy.
Whatever the outcome we will learn from the experience, and where appropriate make the necessary changes to our procedures to prevent complaints of a similar nature occurring.
Ben Shaw Training Ltd expects that, in raising possible issues of complaint, learners, employers and customers will have met their course/contractual commitments and have observed an acceptable level of behaviour and consideration for others.

Scope
This procedure outlines a number of simple routes to be used by complainants depending on the seriousness of the complaint.
The following list indicates some examples of the type of complaints covered by this procedure;
Misinformation about the course or qualification
Poor assessment, teaching or supervision
Insufficient facilities
The behaviour of a member of staff, another learner, employer or customer
A failing in the level of Ben Shaw Training’s service.
These examples are not exhaustive and Ben Shaw Training Ltd will investigate every complaint made. Not all complaints will necessarily result in the outcome the complainant may be looking for, for instance Government or Awarding Body policy or curriculum decisions outside our control may affect the type of service we are able provide. However, whatever the decision Ben Shaw Training Ltd will inform every complainant of the outcome and the reasons for it.

The Procedure

Stage One
Complaints of a minor nature should be raised immediately with the assessor, instructor or member of staff concerned. It is anticipated that most complaints will be resolved this way. Having done this if you are not satisfied with the response to your complaint Stage 2 of this procedure should be followed.

Stage Two
Where it has not been possible to resolve matters to your satisfaction under Stage One you should contact the Office Manager and give the full details of your complaint.
You will receive an acknowledgement of your complaint in writing within 2 working days.
The complaint will then be fully investigated. It is our aim that all complaints under Stage Two of this procedure will be resolved within 14 days. You will be informed in writing if there is any delay to this process.
You will receive written notification of the outcome of your complaint which will give the decision and the reasons for it.
If you remain unsatisfied with the outcome then Stage 3 of this procedure should be followed.

Stage Three
In the unlikely event that you remain dissatisfied with the outcome from Stage Two the complaint should be referred to Ben Shaw Trainings Director.
Stages 1 and 2 must have been followed before the Director will investigate the complaint.
You will receive an acknowledgement of your complaint in writing within 2 working days.
The complaint will then be fully investigated. It is our aim that all complaints under Stage 3 of this procedure will be resolved within 14 days. You will be informed in writing if there is any delay to this process.
You will receive written notification of the outcome of your complaint which will give the decision and the reasons for it.
If the complaint involves a specific qualification and you still remain unsatisfied with the outcome received from Ben Shaw Training Ltd then Stage 4 of this procedure should be followed.

Stage Four
If, despite the best efforts of the management structure of Ben Shaw Training Ltd, you still remain unhappy the final right of complaint would be to the Awarding Body of the relevant qualification. The contact details of which can be obtained from Ben Shaw Training’s Office Manager.

Assessment Appeals Process
The following process will be implemented in the case of an appeal against an assessment:
Candidate disagrees with an assessment decision
Candidate examines the standards/criteria and still feels the assessment decision is wrong/unfair
Candidate discusses their reasons for feeling the decision is wrong/unfair with the Assessor
Assessor looks again at the assessment and gives an explanation within 5 working days either confirming the decision or giving a new decision
Candidate disagrees with decision
Candidate lodges appeal in writing with the Internal Verifier detailing the reasons they feel the assessment decision is unfair/wrong and steps they have taken to resolve this with the Assessor
Internal Verifier examines the information and reconsiders the assessment decision
Internal Verifier gives the candidate the reconsidered assessment with 5 working days
Candidate disagrees with decision
Appeal goes to Appeals Panel which meets within 10 days of receipt of the appeal
The decision of the appeals panel is given to the candidate within 5 working days and is final
Candidate agrees with decision.
Appeal stop
If you have escalated your appeal to the relevant awarding body and you still remain unsatisfied, you have the right to raise your appeal to the qualification regulator whose decision is final.

Sensitive Issues / Complaints
If you have a complaint which is not about Ben Shaw Training’s services, assessment or teaching but instead relates to a more sensitive and personal issue such as harassment you can refer this in confidence to the Director.

Monitoring
If you do have a concern please do not hesitate to raise it. We would like to hear from you as early as possible to resolve the problem and to put things right so that similar concerns do not occur in the future.

Appeals Procedure
If you do not agree with or accept the results of your complaint, you have the right to appeal.
Ben Shaw Training Ltd will monitor all comments and complaints and review all issues and procedures annually to endeavour to continuously improve our service.

Customer Pledge

At Ben Shaw Training Ltd we feel that our main unique selling point is our personnel touch and our Customer Service Pledge.
We pledge to put our customers first, understanding that they deserve nothing less and we strive to exceed our customers’ expectations. Team Ben Shaw Training prides itself on treating each client with the upmost respect and in a friendly and motivational manner.
Our knowledgeable and experienced team will offer you support advice and guidance through each step of your learning journey and we fully understand how daunting it can be to either change career direction or enhance your current skills.
Your training will be tailored to your needs and we can offer hours to suit, weekend and evening courses as well as various payment options. All training is conducted using industry specific full size equipment. This will give you the experience and confidence that you will need to operate safely and efficiently in a real working environment.
Our Training Centre has been designed with you in mind to ensure that we provide the best environment for your training. Our onsite manoeuvring area for LGV training is an exact replica of the DSA test requirements.
We will celebrate your success with you – after all your success is our success and your satisfaction is a direct reflection of our organisation and reputation.
We can also offer you assistance in sourcing permanent employment opportunities with local firms as they regularly contact us with vacancies that they have – relying on our ability and expertise in delivering excellent training and producing highly qualified individuals of whom they are willing to employ.

Privacy Policy

Information Collection and Use
We are the sole owner of the information collected from each candidate. We do not sell, share or rent this information to others for market research or commercial purposes other than to deliver the services we offer.
Ben Shaw Training collects information from our users from several different ways but we have procedures in place to try and keep and data we receive secure. A transfer of data over the internet is not completely sure and you use our website at your own risk.

How we use your information
Ben Shaw Training Ltd use candidates information for the sole use of the products and services we offer.

Information Form
We may install pages on our website to request specific information from us by use of a form. You will be asked for an e-mail address which will be used to reply back to you. Depending on what service you require we may also ask for other contact information. This will be used only for the purposes of providing the information requested unless the form asked you for permission to contact you about other services we may offer

e-Commerce Security
This website takes precautions to protect users’ information. When users submit sensitive information such as payment information via the website, your information is protected both online and offline.

e-Commerce Order
For a user who places an order, we request personal information on the order form used in the shopping cart. Contact name, address, email etc and payment information is requested. This information is used for billing purposes and to fill the customers order.
Payment and card transactions are processed securely worldpay, with security provided by the third party payment system, we do not store or have access to data relating to payment card transactions.