Customer Complaints, Suggestions and Compliments Policy and Procedure

Purpose

The aim of the procedure is to monitor and improve the quality of all that we do by establishing an effective system for handling complaints, suggestions or compliments about the services we provide.  This procedure applies to all Employees, Participants and Employers.

We aim to fully resolve any complaints, suggestions or compliments you might have and if there is anything we cannot resolve or put right straight away we will explain why and say what we can do.

We recognise that feedback from customers is vital in helping us to further improve the services we offer.  We therefore record and analyse the information you give us to ensure that we get to the root cause of any issues you might have.

Compliments Procedure

Receiving compliments is an opportunity to celebrate and recognise success. Training Works 4 U will:

  • Anonymise or seek permission prior to sharing or displaying information
  • Share all compliments with staff both internally at meetings, events and internally platforms and externally via social media platforms
  • Log number of compliments received as part of our customer satisfaction process
  • Ensure verbal positive feedback is also deemed as a compliment and should be recorded and shared
  • Share compliments received at staff or external meetings, via satisfactions survey process or media platforms

Complaints Procedure

Should you have any reason to make a complaint either at work, in relation to your training programme, or with regards to any member of Employees from either Training Works 4 U or within your workplace please speak to the relevant person.

If you feel you are unable to do this or have done so with no outcome, then please put your complaint in writing to the Directors at Training Works 4 U.

Being committed to providing a quality service, and achieving the highest standards of conduct, is important to Training Works 4 U.  One of the ways in which service can be improved is by listening and responding to the views of customers.  Therefore, it is important to ensure that:

  • Making a complaint is as easy as possible
  • A complaint is treated as a clear expression of dissatisfaction with our service which calls for a response
  • Any complaint is treated seriously – whether it is made in person, by telephone, by letter or by email
  • Complaints are dealt with promptly, politely and, where appropriate, informally (for example, by telephone)
  • Responses are conducted in the right way:  for example, with an explanation, an apology where necessary, or with information on any action to be taken
  • Complaints are learnt from and used to improve services.

How do you make a complaint?

You can make a complaint in writing, by fax, by email, by telephone or in person (by appointment).

  • If you are writing, faxing or emailing your complaint, please provide your telephone number – if a response by telephone would be convenient.  If you are emailing, please state if a reply by email is required and, if not, please provide a full postal address.
  • If you know the department which is relevant to your complaint, the name or title of an appropriate member of Employees, please make your complaint direct to them (referring to this complaints procedure should be helpful).
  • If you do not have this information, please contact Training Works 4 U Head Office on 0114 242 6823.

What happens next?

  • We will take your complaint seriously and deal with it promptly.  You will receive a reply within 10 working days from when your complaint is received.  If it is not possible to give you a full reply within this time (for instance, because a detailed investigation is required) we will give you an interim response, telling you what is being done to deal with your complaint, and when you can expect a full reply and from whom.
  • The full reply will include the outcome and decision of the complaint, what action will be taken if necessary, and also will include details of who to contact next if you believe that your complaint has not been dealt with properly.  This will normally be the appropriate senior departmental manager/Director.  If, following that second response, you are still not satisfied, you can write to:

Training Works 4 U Limited

c/o Complaints Department

Top Floor

14 Jessops Riverside,

800 Brightside Lane

Sheffield,

South Yorkshire

S9 2RX

Appeals Procedure

Should you wish to make an appeal against any decision made within the company by any member of Employees or Manager the appeal should be logged in writing within 21 days of being informed of the decision.

  • Your written appeal should be made to a Director.
  • You will be informed by the Director of the date that your appeal will be heard and where you will need to attend the hearing, you may like to bring a work colleague or someone to support you through this process.
  • Any recommendation made by the Director will be made in writing to yourself and all parties involved.
  • Should no decision or recommendation be met, the Director will recommend that an independent re-assessment be made to try and reach an outcome.

Anti -Fraud and Corruption Protection

Training Works 4 u conducts itself in a legal and ethical manner, and is committed to the prevention of fraud, bribery and corruption.

Fraud

Training Works 4 U has a zero-tolerance attitude to fraud and requires Employees, Participants, Employers and our partners to act honestly and with integrity at all times and to report all reasonable suspicions of fraud.

Bribery

The Bribery Act 2010 requires Employees to not either directly or indirectly:

  • Offer, give, solicit or accept any bribe, either in cash or any other form of reward, to or from any person or company, wherever they are located and whether they are a public official or body, or private person or company
  • Give or retain any commercial, contractual or regulatory advantage through unethical or illegal means when conducting business on behalf of Training Works 4 U.
  • Employees, Participants, Employers and partners of Training Works 4 U must understand and strictly comply with the UK anti-bribery laws.

Corruption

Corruption is the misuse of power for personal gain.  Employees and Participants must act with integrity at all times, and must ensure their activities, interests and behaviours do not conflict with this obligation regardless of their seniority.

Reporting Suspected Incidents of Fraud, Bribery and Corruption

Employees, Participants and Employers should report all suspected or actual incidents of non-student fraud, bribery or other irregularity without delay to the Directors.

Employees, Participants and Employers should report all suspected or actual incidents of fraud concerning other employees, Participants and Employers

Employees, Participants and Employers should report all suspected IT fraud, bribery or corruption concerning other employees, Participants and Employers

Please report any incidents of Fraud, Bribery and Corruption via email to the Directors fiona@trainingworks4u.co.uk, jane@trainingworks4u.co.uk or shel@trainingworks4u.co.uk

Published DateJune 2012
Latest Review DateNovember 2022
Due Date of Next ReviewNovember 2023
Author/Person ResponsibleS Houghton/F Butler