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Complaints Procedure

Purpose

To define a process by which our client’s complaints are dealt in an effective and controlled manner. Roxby Training Solutions ensures that Complaints are dealt with in accordance to this procedure.

Definition of a Formal Complaint

For the purpose of this policy and fair consideration, we define complaints as one of the following:

1.  Grievance or expression of dissatisfaction relating to the standard of teaching/instruction, or monitoring of assessment.

2.  Grievance or expression of dissatisfaction relating to an employee(s) of Roxby Training Solutions and their behavior.

3.  Grievance or expression of dissatisfaction relating to the management, marketing or administration processess of Roxby Traning Solutions. 

Responsibilities

All Roxby Training Solutions personnel are responsible for reporting Complaints to the General Manager in a timely manner.

The General Manager is initially responsible for recording complaints and notifying the Directors if applicable.

The General Manager is responsible for reviewing complaints within management meetings or sooner depending on the severity of the complaint.

If a complaint is unable to be resolved to either parties' satisfaction, RTS will issue the customer with a letter advising final position and details of next steps for independent adjudication.*

The General Manager is responsible for the issue of and all changes to this procedure.

Information for Customers

This policy and process diagram will be displayed both on the Roxby Training Solutions website www.roxby.com and clearly posted in the training centres.  Customers are welcome to report informal complaints to any member of staff, or formal complaints in person or in writing to the Management / Administration Team:

- Joanne Dean, General Manager This email address is being protected from spambots. You need JavaScript enabled to view it.

- Richard Mellor, Assistant Manager, Middlesbrough This email address is being protected from spambots. You need JavaScript enabled to view it.

- Nassia Fulcher, Trainee Assistant Manager, Stallingborough This email address is being protected from spambots. You need JavaScript enabled to view it.

- By telephone: +44 (0) 1642 438700

- By post: Joanne Dean, General Manager, Roxby Training Solutions Ltd, Unit W1 Wellington Court, Preston Farm Business Park, Stockton-on-Tees, TS18 3TA.

Procedure

Complainants will be;

- Acknowledged within a give time frame, herewith defined as 2 working days.

- Given the opportunity to express their grievance or expression of dissatisfaction.

- Offered proposed action to resolve the complaint to both parties' satisfaction in a reasonable timescale.

 

Formal complaints will be logged on a central complaints log controlled by the Assistant Manager.  A review of formal complaints will be conducted at regular management review meetings. Any actions arising or required changes to processes will be discussed.  Where appropriate a BIR (Business Improvement Report) will be completed.

 

*Complaints relating to courses certified by awarding bodies.

For formal complaints relating to courses certified by awarding bodies, please note some additional information regarding the complaints process:

1.  JT Limited (CompEx).  Please refer to the JT Limited CompEx Candidate Code of Conduct and Appeals/Complaints Procedure: http://www.compex.org.uk/staticresources/documents/compex/JTL920.pdf .

2.  City & Guilds statement, "City & Guilds are always aiming to improved the quality of our services and welcome feedback to help us do this.  If you have a complaint, or any suggestion for improvement about any of the services that City & Guilds provide, please email us at: This email address is being protected from spambots. You need JavaScript enabled to view it. ."

 

Roxby Training Solutions formal complaints are this managed in accordance with the process diagram below:

complaints-procedure

 

Download Complaints Procedure

 
ECITB ISO9001 C&G CompexLC27 CompexLC13 CompExS web Untitled-1
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