Customer Feedback Policy
HELP US TO GET IT RIGHT
Please tell us when we get things right
We aim to provide the best service to all our learners and employers. We like to know when you are pleased with the way we have done things. We also welcome suggestions for improving our services. You can do this at any time either verbally or in writing to any member of staff or through the feedback questionnaires we issue regularly. We often include testimonials in our marketing and publicity material and we appreciate the time you take to thank us for our work.
Please tell us when we get things wrong
Unfortunately, mistakes can happen and things don’t always go to plan. When this happens, we need you to tell us so that we can put it right, and prevent it from happening again.
We are committed to providing a quality service and achieving the highest standards, one of the ways we can do this is by listening and responding to the views of our customers.
We will aim to ensure that:
- making a complaint or expressing dissatisfaction is as easy as possible
- we treat any expression of dissatisfaction which requires a response regarding any part of our service or members of staff as a complaint
- we treat your concern seriously whether made in person, by telephone, letter, fax or email
- we will acknowledge all written complaints within 4 working days of receipt
- we will provide a full written response to written complaints within 15 working days. If we need longer to investigate we will tell you when you can expect a reply
- we will investigate verbal complaints and respond within 48 hours of receipt. If we need longer to investigate we will tell you when you can expect a reply
- we deal with you promptly, politely and where appropriate informally
- we respond in the right way – for example with an explanation or an apology where we have got it wrong, or we will let you know what action we have taken
- your feedback is treated confidentially
How do you make a complaint?
You can make a complaint verbally or in writing. When you contact us please make sure that you give us all of your personal details so that we know how to respond.
If you are unhappy with any part of our service you should contact a member of staff in the relevant department. This in most cases will be your named contact/adviser/learner advocate. If the complaint relates to your named contact or another member of staff, you can speak to their team leader or manager. If you need assistance in obtaining the name of the person to contact please speak to our reception.
What can you do if you are unhappy with the outcome of a complaint?
We will endeavour to reach an outcome with which you are satisfied. If you are not satisfied with the response you receive, you can write to the Chief Executive and ask for your complaint to be reviewed.
