Guidance

How to complain to the learning records service (LRS)

Updated 15 September 2021

Applies to England, Northern Ireland and Wales

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This publication is available at https://www.gov.uk/government/publications/lrs-help-and-support/learning-records-service-complaints-process

1. Scope of investigations

The Learning Records Service (LRS) only investigates complaints regarding products and services it provides.

2. Complaints Process

You can contact the LRS in the following ways:

  • By post: LRS Business Support Team, Cheylesmore House, Quinton Road, Coventry, CV1 1WT

  • By email: [email protected]

Once your complaint has been received:

  • The Business Support Team will respond to the initial written complaint within 10 working days to inform you that the LRS is in receipt of your complaint and request confirmation from you that we have understood what your complaint is about.

  • Once we have validated the confirmation, your complaint will be investigated internally. As part of this process we will inform you of the timescale. We hope that this does not take any longer than 10 working days, however some complaints may take longer to investigate.

When the investigation is complete, the Business Support Team will write to you describing:

  • The investigation and its results

  • Any corrective action required by the LRS and/or

  • Future preventative actions for either party.

Depending on the nature of the investigation, we anticipate closing the majority of complaints within 25 working days of the confirmation of the issue by the complainant.

3. Escalation procedures

If you are not satisfied with the outcome of the LRS it can be raised in writing with the Education and Skills Funding Agency Legal Team. However, the Legal Team generally only begin an investigation after our complaints procedure is exhausted.

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