Complaints Procedure
Purpose:
This policy is intended to ensure that we handle complaints fairly, efficiently and effectively.
Scope / Applications:
It is applicable to the all staff receiving or managing complaints from the public made to or about us, regarding our services, staff and complaint handling.
Responsibility:
Managing Director, Examination Manager & Quality Assurance Manager are responsible for compliance
Procedure:
Following procedure will be followed: –
Introduction:
Tove Leeds is committed to high levels of quality assurance and policies that are open, transparent and free from bias. Tove Leeds works to support learners following a quality assurance method to deliver the highest possible learner satisfaction.
We aim to provide a service that is:
- Consultative and Responsive
- Open and Informative
- Prompt and Efficient
- Streamlined and Manageable
- Cost Effective
This document outlines the procedure for making a complaint with regards to our qualification or any of our training services. Copies of this document are available on request at info@toveleeds.co.uk & reception area.
Complaints Procedure:
Information on making a complaint
We are committed to providing a professional, efficient, courteous and helpful training service to all our customers. However, if you believe that things have gone wrong and you are dissatisfied with our service, we want you to tell us. Then we can resolve your complaint, and try to ensure it does not happen again. This procedure tells you how to make a complaint about any of our training services.
All our staff receives guidance on how to handle complaints.
How do I make my complaint?
You may be able to resolve your complaint by taking it up immediately with the individual trainer concerned, or by calling your admin manager.
But if not, you can write to our head office or email info@toveleeds.co.uk you can also telephone us, although you may be asked to put the details of your complaint in writing.
What should I include in my complaint?
You should include:
Your name (and company name if appropriate), and address;
The name and date of the course you attended;
Copies of any relevant correspondence about the complaint;
The name of the person who you wrote or spoke to, and when, to help us find the papers and/or phone logs;
Details about what has gone wrong or has not been handled properly; and
An explanation of how you would like us to resolve your complaint.
What will happen next?
We will respond in writing to your complaint, within 5 working days of receiving it. If this is not possible, we will, within 3 working days, send you an acknowledgement explaining why we cannot provide you with an immediate response, including details of when you can expect a full reply.
We recognize that each complaint is different and that we will need to deal with each one in the most appropriate way. Therefore, our target is to address 90% of all complaints within 5 working days. We will reply to the remaining 10% within 10 working days. All complaints are logged in a database and then tracked to completion.
What if I am not satisfied with the initial response?
If you are not satisfied with our response to your complaint, you can escalate it by writing to our Managing Director at the Head Office at shahid.javed@toveleeds.co.uk
What can I expect?
We aim to provide a high standard of service but, unfortunately, there may be times when we make a mistake. If this happens you are entitled to expect any one, or a combination, of the following:
An apology;
An explanation;
An assurance that the same mistake will not happen again;
Details of the action we have taken to put things right.
You may also be entitled to financial compensation and/or alternative training courses/services. Compensation will depend on the nature of the mistake, the circumstances in which the mistake was made, and any actual loss you have suffered or costs incurred as a direct consequence of the mistake. Each claim is considered on its merits.