At SLK Training & Consultancy our aim is to provide the best standards of service to our Customers at all times. However we acknowledge there may be times for one reason or another, when some of our Customers may be displeased with our service. As part of our policy of continually aiming to develop and improve our service we are committed to listening and responding to the views of our Customers. In fact such feedback from our Customers is positively encouraged. To this end we aim to ensure that:
- The comments, compliments & complaints procedure will be simple and prompt.
- All complaints will be treated fairly and equally and seriously.
- The Customer will be aware at all times of the progress of the complaint.
- We will respond in a positive manner providing information on the action taken and/or apologising for any error on our part.
- We will learn from the information provided and put in place effective strategies to ensure effective development in the delivery of our services.
Comments & Compliments
There may be times when you would like to tell us about something we did well, about a part of the service you have received that you are particularly happy with. Or, have an idea on how we could do things differently. We welcome any feedback that you can give us so that we can use your ideas and comments to improve and develop our services. We may ask you to feedback on a specific element of the service we provide as part of an overall review as we consider your comments are crucial to the overall development of our services.
How to make a complaint
The complaints procedure comprises of an informal and a formal stage. We recognise often when a complaint is received a quick solution is required to the problem. There is nothing more upsetting than an irate Customer being delayed by legislative procedures and ‘red tape’. Our aim is to resolve all matters at the informal stage.
The scope of this procedure covers any complaint. SLK Training & Consultancy will ensure that each complaint is examined before action, so that it is dealt with properly.
Step 1 Informal Complaints
Informal complaints can be received over the telephone, by e mail or face to face.
Whilst dealing with your complaint, we aim to keep you informed at every stage and will feedback to you regularly on progress.
It is important that you tell us how you would like the complaint resolved; you will have this opportunity on the complaint form.
The Director will be kept informed of ALL comments, compliments or complaints that are made and will monitor the time it takes to resolve any issues and of the outcome.
Formal Complaints
If following an informal complaint you are not satisfied with our response then you may make a formal complaint in writing. Once again our aim is to resolve the complaint at the earliest possible stage.
Our complaints procedure was last updated May 2007.
Formal Complaints - Stage 2
In the first instance, write to, or contact the Office Manager at SLK Training & Consultancy . The address can be found on the contact us page
On receiving the complaints form, the Office Manager will confirm receipt of the complaint on the next working day, in writing to you. The Office Manager will then make contact with you within 2 working days to attempt to resolve the problem. We aim to resolve your complaint and formally respond in writing within a further 3 working days.
Stage 3
If you are not satisfied with the Office Managers response, please explain your reasons in writing within 14 days of the formal decision and the Director will investigate the matter. You will receive their written response within 5 working days.
Please note that the Director will respond to complaints where:
- New evidence has been presented which has meant that further investigation would be necessary.
- To ensure SLK Policy & Procedures are being followed correctly
- There is a perceived case for compensation.
SLK Training & Consultancy
Complaints Procedure Summary Chart
Stage 1 - Informal Complaint
Talk to a staff member, complaint will be resolved quickly and to your satisfaction.
Formal Complaint
If the informal complaint is not resolved, the complaint will proceed to the Formal Complaints Procedure
Stage 2
Complete Comments, Compliments & Complaints Form
Customer receives confirmation of receipt next working day
Office Manager contacts within 2 days
Response given within 5 days in writing
Stage 3
If not resolved at stage 2, the complaint will be passed to the Director who will assess the information already available and provide a written response within 5 days
Complaints Procedure
Summary of Process for Customers
Informal
Stage 1
Speak to member of staff who will:
- Aim to resolve your complaint quickly and satisfactorily
- Respect your right to privacy
- Deal with your complaint sensitively and as a matter of urgency
- Keep you updated on the progress regularly
- Make the Office Manager aware of ALL complaints, investigations and outcomes
Formal
Stage 2
You need to:
- Fill out a Complaints Form
- Explain the nature of your complaint in detail
- Give us some idea of how you would like the complaint resolved
You can expect to:
- Receive formal acknowledgement of your complaint within 1 working day
- The Office Manager will contact you within 2 working days
- Be kept up to date with progress
- Receive a response in writing no later than 5days following the Office Managers contact
- Have your privacy respected at all times
Stage 3
If you remain unhappy, you can ask for your complaint to proceed to stage 3. You can expect to:
- Receive a written response to your complaint within 5 days of the Director receiving the complaint
- Be kept up to date if this is not possible
|
