Complaints Procedure
Contents:
- Introduction
- Responsibilities
- Scope
- Detailed Procedure
- Reference
1. INTRODUCTION
This procedure describes the handling of customer complaints.
2. RESPONSIBILITIES.
2.1 The Training Manager has overall responsibility for the Complaints Procedure and determining the appropriate course of action.
2.2 Office Personnel or other staff receiving a complaint are responsible for recording details, to be forwarded to the Training Manager(s).
2.3 If a learner remains dissatisfied with the outcome of any complaint, they can escalate their complaint to Highfield Qualifications directly.
2.4 If a learner remains dissatisfied with the outcome of the escalation to Highfield Qualifications, they can further escalate their complaint to SQA Accreditation as the qualification regulator.
2.5 If a learner remains dissatisfied with the outcome of the escalation to the qualification regulator, they can further escalate the matter to the SPSO (Home | SPSO)
3. SCOPE.
3.1 In the context of this Procedure “CANDIDATE COMPLAINTS” may include all types of candidate communication expressing dissatisfaction with the services.
3.2 It is the Company’s policy to respond with urgency to all complaints. There for the CANDIDATE shall be advised of actions to be taken within 24hrs.
The procedure covers the following principle stages:-
i) Receipt and Recording. ii) Registration. iii) Investigation and Resolution. iv) Completion.
4. DETAILED PROCEDURES.
4.1 Receipt and Recordings.
4.1.1 CANDIDATES may contact the Company to complain in a variety of ways:
Telephone: 01382 322330
By post: 33 Hawkhill, Dundee, DD1 1DH
E-mail: info@hawkhilltraining.co.uk
Or by visiting the training Centre at the above address.
4.1.2 Office Personnel receiving the Complaint must record the following customer details on a SF011 Complaint Form:-
i)Name (Person and Company)
ii) Address.
iii) Telephone number.
iv) File number, as applicable
v) Customer order number (If appropriate to the complaint).
vi) Invoice number (If appropriate to the complaint). vii) Course title and date viii) Date complaint received.
4.1.3 Indicate the nature of the Complaint in Section (1) by ticking the appropriate box. (Alternatively record brief details of the complaint).
4.1.4 Sign at the foot of Section (1) of the Complaint Report.
4.1.5 Give the Complaint Report to the Training Manager with the Candidate’s letter or fax e-mail attached.
4.2 Registration. (By Centre Co-Ordinator)
4.2.1 Enter complaint report in the Complaint Register, and allocate the next sequential complaint number.
4.2.2 Record the number on the Complaint Report.
4.3 Discussion. (By Training Manager)
4.3.1 Discuss the problem with the appropriate Personnel.
4.3.2 Agree a course of action to investigate and resolve the complaint.
4.3.3 Record the details of action required in Section (2) of the Complaint Report.
4.3.4 If appropriate, contact customer by telephone or letter e-mail detailing proposed course of action.
4.3.5 Instruct the appropriate Personnel to carry out any investigation or take action to resolve the Complaint.
4.3.6 File the copy of the Complaint Report, until the action is resolved.
4.4 Investigation and Resolution (By Training Manager)
4.4.1 The person instructed to investigate, or to resolve a Customer complaint must take action promptly.
4.4.2 If required action is to carry out an investigation
i) Discuss findings with Training Manager.
ii) Carry out further action as agreed to resolve the problem.
4.4.3 If the investigation shows the complaint is not justified:-
i) The Training Manager or nominated Personnel, contact the customer by telephone or confirms in e-mail or writing the judgement of the investigation.
4.4.4 If required action is to rectify the problem:-
i) Carry out necessary action.
ii) Record the confirmation of completion on complaint report.
iii) Sign the complaint report.
4.5 Completion (by Centre Co-Ordinator)
4.5.1 Contact the Candidate by letter, e-mail or telephone, as appropriate, to confirm the satisfactory resolution of the complaint.
4.5.2 If the Candidate is dissatisfied, take further appropriate action to resolve the problem.
4.5.3 Record the Candidate’s satisfaction by a tick, in the appropriate box.
4.5.4 Sign off the Complaint Report.
4.4.5 List for subsequent discussion at the next Management review meeting.
4.5.6 Close off details in Complaint Register.
4.5.7 File original complaint report.
5. REFERENCES.
Document: SF011 Complaints Report
1. INTRODUCTION
This procedure describes the handling of customer complaints.
2. RESPONSIBILITIES.
2.1 The Training Manager has overall responsibility for the Complaints Procedure and determining the appropriate course of action.
2.2 Office Personnel or other staff receiving a complaint are responsible for recording details, to be forwarded to the Training Manager(s).
2.3 If a learner remains dissatisfied with the outcome of any complaint, they can escalate their complaint to Highfield Qualifications directly.
2.4 If a learner remains dissatisfied with the outcome of the escalation to Highfield Qualifications, they can further escalate their complaint to SQA Accreditation as the qualification regulator.
2.5 If a learner remains dissatisfied with the outcome of the escalation to the qualification regulator, they can further escalate the matter to the SPSO (Home | SPSO)
3. SCOPE.
3.1 In the context of this Procedure “CANDIDATE COMPLAINTS” may include all types of candidate communication expressing dissatisfaction with the services.
3.2 It is the Company’s policy to respond with urgency to all complaints. There for the CANDIDATE shall be advised of actions to be taken within 24hrs.
The procedure covers the following principle stages:-
i) Receipt and Recording. ii) Registration. iii) Investigation and Resolution. iv) Completion.
4. DETAILED PROCEDURES.
4.1 Receipt and Recordings.
4.1.1 CANDIDATES may contact the Company to complain in a variety of ways:
Telephone: 01382 322330
By post: 33 Hawkhill, Dundee, DD1 1DH
E-mail: info@hawkhilltraining.co.uk
Or by visiting the training Centre at the above address.
4.1.2 Office Personnel receiving the Complaint must record the following customer details on a SF011 Complaint Form:-
i)Name (Person and Company)
ii) Address.
iii) Telephone number.
iv) File number, as applicable
v) Customer order number (If appropriate to the complaint).
vi) Invoice number (If appropriate to the complaint). vii) Course title and date viii) Date complaint received.
4.1.3 Indicate the nature of the Complaint in Section (1) by ticking the appropriate box. (Alternatively record brief details of the complaint).
4.1.4 Sign at the foot of Section (1) of the Complaint Report.
4.1.5 Give the Complaint Report to the Training Manager with the Candidate’s letter or fax e-mail attached.
4.2 Registration. (By Centre Co-Ordinator)
4.2.1 Enter complaint report in the Complaint Register, and allocate the next sequential complaint number.
4.2.2 Record the number on the Complaint Report.
4.3 Discussion. (By Training Manager)
4.3.1 Discuss the problem with the appropriate Personnel.
4.3.2 Agree a course of action to investigate and resolve the complaint.
4.3.3 Record the details of action required in Section (2) of the Complaint Report.
4.3.4 If appropriate, contact customer by telephone or letter e-mail detailing proposed course of action.
4.3.5 Instruct the appropriate Personnel to carry out any investigation or take action to resolve the Complaint.
4.3.6 File the copy of the Complaint Report, until the action is resolved.
4.4 Investigation and Resolution (By Training Manager)
4.4.1 The person instructed to investigate, or to resolve a Customer complaint must take action promptly.
4.4.2 If required action is to carry out an investigation
i) Discuss findings with Training Manager.
ii) Carry out further action as agreed to resolve the problem.
4.4.3 If the investigation shows the complaint is not justified:-
i) The Training Manager or nominated Personnel, contact the customer by telephone or confirms in e-mail or writing the judgement of the investigation.
4.4.4 If required action is to rectify the problem:-
i) Carry out necessary action.
ii) Record the confirmation of completion on complaint report.
iii) Sign the complaint report.
4.5 Completion (by Centre Co-Ordinator)
4.5.1 Contact the Candidate by letter, e-mail or telephone, as appropriate, to confirm the satisfactory resolution of the complaint.
4.5.2 If the Candidate is dissatisfied, take further appropriate action to resolve the problem.
4.5.3 Record the Candidate’s satisfaction by a tick, in the appropriate box.
4.5.4 Sign off the Complaint Report.
4.4.5 List for subsequent discussion at the next Management review meeting.
4.5.6 Close off details in Complaint Register.
4.5.7 File original complaint report.
5. REFERENCES.
Document: SF011 Complaints Report
1. INTRODUCTION
This procedure describes the handling of customer complaints.
2. RESPONSIBILITIES.
2.1 The Training Manager has overall responsibility for the Complaints Procedure and determining the appropriate course of action.
2.2 Office Personnel or other staff receiving a complaint are responsible for recording details, to be forwarded to the Training Manager(s).
2.3 If a learner remains dissatisfied with the outcome of any complaint, they can escalate their complaint to Highfield Qualifications directly.
2.4 If a learner remains dissatisfied with the outcome of the escalation to Highfield Qualifications, they can further escalate their complaint to SQA Accreditation as the qualification regulator.
2.5 If a learner remains dissatisfied with the outcome of the escalation to the qualification regulator, they can further escalate the matter to the SPSO (Home | SPSO)
3. SCOPE.
3.1 In the context of this Procedure “CANDIDATE COMPLAINTS” may include all types of candidate communication expressing dissatisfaction with the services.
3.2 It is the Company’s policy to respond with urgency to all complaints. There for the CANDIDATE shall be advised of actions to be taken within 24hrs.
The procedure covers the following principle stages:-
i) Receipt and Recording. ii) Registration. iii) Investigation and Resolution. iv) Completion.
4. DETAILED PROCEDURES.
4.1 Receipt and Recordings.
4.1.1 CANDIDATES may contact the Company to complain in a variety of ways:
Telephone: 01382 322330
By post: 33 Hawkhill, Dundee, DD1 1DH
E-mail: info@hawkhilltraining.co.uk
Or by visiting the training Centre at the above address.
4.1.2 Office Personnel receiving the Complaint must record the following customer details on a SF011 Complaint Form:-
i)Name (Person and Company)
ii) Address.
iii) Telephone number.
iv) File number, as applicable
v) Customer order number (If appropriate to the complaint).
vi) Invoice number (If appropriate to the complaint). vii) Course title and date viii) Date complaint received.
4.1.3 Indicate the nature of the Complaint in Section (1) by ticking the appropriate box. (Alternatively record brief details of the complaint).
4.1.4 Sign at the foot of Section (1) of the Complaint Report.
4.1.5 Give the Complaint Report to the Training Manager with the Candidate’s letter or fax e-mail attached.
4.2 Registration. (By Centre Co-Ordinator)
4.2.1 Enter complaint report in the Complaint Register, and allocate the next sequential complaint number.
4.2.2 Record the number on the Complaint Report.
4.3 Discussion. (By Training Manager)
4.3.1 Discuss the problem with the appropriate Personnel.
4.3.2 Agree a course of action to investigate and resolve the complaint.
4.3.3 Record the details of action required in Section (2) of the Complaint Report.
4.3.4 If appropriate, contact customer by telephone or letter e-mail detailing proposed course of action.
4.3.5 Instruct the appropriate Personnel to carry out any investigation or take action to resolve the Complaint.
4.3.6 File the copy of the Complaint Report, until the action is resolved.
4.4 Investigation and Resolution (By Training Manager)
4.4.1 The person instructed to investigate, or to resolve a Customer complaint must take action promptly.
4.4.2 If required action is to carry out an investigation
i) Discuss findings with Training Manager.
ii) Carry out further action as agreed to resolve the problem.
4.4.3 If the investigation shows the complaint is not justified:-
i) The Training Manager or nominated Personnel, contact the customer by telephone or confirms in e-mail or writing the judgement of the investigation.
4.4.4 If required action is to rectify the problem:-
i) Carry out necessary action.
ii) Record the confirmation of completion on complaint report.
iii) Sign the complaint report.
4.5 Completion (by Centre Co-Ordinator)
4.5.1 Contact the Candidate by letter, e-mail or telephone, as appropriate, to confirm the satisfactory resolution of the complaint.
4.5.2 If the Candidate is dissatisfied, take further appropriate action to resolve the problem.
4.5.3 Record the Candidate’s satisfaction by a tick, in the appropriate box.
4.5.4 Sign off the Complaint Report.
4.4.5 List for subsequent discussion at the next Management review meeting.
4.5.6 Close off details in Complaint Register.
4.5.7 File original complaint report.
5. REFERENCES.
Document: SF011 Complaints Report
1. INTRODUCTION
This procedure describes the handling of customer complaints.
2. RESPONSIBILITIES.
2.1 The Training Manager has overall responsibility for the Complaints Procedure and determining the appropriate course of action.
2.2 Office Personnel or other staff receiving a complaint are responsible for recording details, to be forwarded to the Training Manager(s).
2.3 If a learner remains dissatisfied with the outcome of any complaint, they can escalate their complaint to Highfield Qualifications directly.
2.4 If a learner remains dissatisfied with the outcome of the escalation to Highfield Qualifications, they can further escalate their complaint to SQA Accreditation as the qualification regulator.
2.5 If a learner remains dissatisfied with the outcome of the escalation to the qualification regulator, they can further escalate the matter to the SPSO (Home | SPSO)
3. SCOPE.
3.1 In the context of this Procedure “CANDIDATE COMPLAINTS” may include all types of candidate communication expressing dissatisfaction with the services.
3.2 It is the Company’s policy to respond with urgency to all complaints. There for the CANDIDATE shall be advised of actions to be taken within 24hrs.
The procedure covers the following principle stages:-
i) Receipt and Recording. ii) Registration. iii) Investigation and Resolution. iv) Completion.
4. DETAILED PROCEDURES.
4.1 Receipt and Recordings.
4.1.1 CANDIDATES may contact the Company to complain in a variety of ways:
Telephone: 01382 322330
By post: 33 Hawkhill, Dundee, DD1 1DH
E-mail: info@hawkhilltraining.co.uk
Or by visiting the training Centre at the above address.
4.1.2 Office Personnel receiving the Complaint must record the following customer details on a SF011 Complaint Form:-
i)Name (Person and Company)
ii) Address.
iii) Telephone number.
iv) File number, as applicable
v) Customer order number (If appropriate to the complaint).
vi) Invoice number (If appropriate to the complaint). vii) Course title and date viii) Date complaint received.
4.1.3 Indicate the nature of the Complaint in Section (1) by ticking the appropriate box. (Alternatively record brief details of the complaint).
4.1.4 Sign at the foot of Section (1) of the Complaint Report.
4.1.5 Give the Complaint Report to the Training Manager with the Candidate’s letter or fax e-mail attached.
4.2 Registration. (By Centre Co-Ordinator)
4.2.1 Enter complaint report in the Complaint Register, and allocate the next sequential complaint number.
4.2.2 Record the number on the Complaint Report.
4.3 Discussion. (By Training Manager)
4.3.1 Discuss the problem with the appropriate Personnel.
4.3.2 Agree a course of action to investigate and resolve the complaint.
4.3.3 Record the details of action required in Section (2) of the Complaint Report.
4.3.4 If appropriate, contact customer by telephone or letter e-mail detailing proposed course of action.
4.3.5 Instruct the appropriate Personnel to carry out any investigation or take action to resolve the Complaint.
4.3.6 File the copy of the Complaint Report, until the action is resolved.
4.4 Investigation and Resolution (By Training Manager)
4.4.1 The person instructed to investigate, or to resolve a Customer complaint must take action promptly.
4.4.2 If required action is to carry out an investigation
i) Discuss findings with Training Manager.
ii) Carry out further action as agreed to resolve the problem.
4.4.3 If the investigation shows the complaint is not justified:-
i) The Training Manager or nominated Personnel, contact the customer by telephone or confirms in e-mail or writing the judgement of the investigation.
4.4.4 If required action is to rectify the problem:-
i) Carry out necessary action.
ii) Record the confirmation of completion on complaint report.
iii) Sign the complaint report.
4.5 Completion (by Centre Co-Ordinator)
4.5.1 Contact the Candidate by letter, e-mail or telephone, as appropriate, to confirm the satisfactory resolution of the complaint.
4.5.2 If the Candidate is dissatisfied, take further appropriate action to resolve the problem.
4.5.3 Record the Candidate’s satisfaction by a tick, in the appropriate box.
4.5.4 Sign off the Complaint Report.
4.4.5 List for subsequent discussion at the next Management review meeting.
4.5.6 Close off details in Complaint Register.
4.5.7 File original complaint report.
5. REFERENCES.
Document: SF011 Complaints Report
1. INTRODUCTION
This procedure describes the handling of customer complaints.
2. RESPONSIBILITIES.
2.1 The Training Manager has overall responsibility for the Complaints Procedure and determining the appropriate course of action.
2.2 Office Personnel or other staff receiving a complaint are responsible for recording details, to be forwarded to the Training Manager(s).
2.3 If a learner remains dissatisfied with the outcome of any complaint, they can escalate their complaint to Highfield Qualifications directly.
2.4 If a learner remains dissatisfied with the outcome of the escalation to Highfield Qualifications, they can further escalate their complaint to SQA Accreditation as the qualification regulator.
2.5 If a learner remains dissatisfied with the outcome of the escalation to the qualification regulator, they can further escalate the matter to the SPSO (Home | SPSO)
3. SCOPE.
3.1 In the context of this Procedure “CANDIDATE COMPLAINTS” may include all types of candidate communication expressing dissatisfaction with the services.
3.2 It is the Company’s policy to respond with urgency to all complaints. There for the CANDIDATE shall be advised of actions to be taken within 24hrs.
The procedure covers the following principle stages:-
i) Receipt and Recording. ii) Registration. iii) Investigation and Resolution. iv) Completion.
4. DETAILED PROCEDURES.
4.1 Receipt and Recordings.
4.1.1 CANDIDATES may contact the Company to complain in a variety of ways:
Telephone: 01382 322330
By post: 33 Hawkhill, Dundee, DD1 1DH
E-mail: info@hawkhilltraining.co.uk
Or by visiting the training Centre at the above address.
4.1.2 Office Personnel receiving the Complaint must record the following customer details on a SF011 Complaint Form:-
i)Name (Person and Company)
ii) Address.
iii) Telephone number.
iv) File number, as applicable
v) Customer order number (If appropriate to the complaint).
vi) Invoice number (If appropriate to the complaint). vii) Course title and date viii) Date complaint received.
4.1.3 Indicate the nature of the Complaint in Section (1) by ticking the appropriate box. (Alternatively record brief details of the complaint).
4.1.4 Sign at the foot of Section (1) of the Complaint Report.
4.1.5 Give the Complaint Report to the Training Manager with the Candidate’s letter or fax e-mail attached.
4.2 Registration. (By Centre Co-Ordinator)
4.2.1 Enter complaint report in the Complaint Register, and allocate the next sequential complaint number.
4.2.2 Record the number on the Complaint Report.
4.3 Discussion. (By Training Manager)
4.3.1 Discuss the problem with the appropriate Personnel.
4.3.2 Agree a course of action to investigate and resolve the complaint.
4.3.3 Record the details of action required in Section (2) of the Complaint Report.
4.3.4 If appropriate, contact customer by telephone or letter e-mail detailing proposed course of action.
4.3.5 Instruct the appropriate Personnel to carry out any investigation or take action to resolve the Complaint.
4.3.6 File the copy of the Complaint Report, until the action is resolved.
4.4 Investigation and Resolution (By Training Manager)
4.4.1 The person instructed to investigate, or to resolve a Customer complaint must take action promptly.
4.4.2 If required action is to carry out an investigation
i) Discuss findings with Training Manager.
ii) Carry out further action as agreed to resolve the problem.
4.4.3 If the investigation shows the complaint is not justified:-
i) The Training Manager or nominated Personnel, contact the customer by telephone or confirms in e-mail or writing the judgement of the investigation.
4.4.4 If required action is to rectify the problem:-
i) Carry out necessary action.
ii) Record the confirmation of completion on complaint report.
iii) Sign the complaint report.
4.5 Completion (by Centre Co-Ordinator)
4.5.1 Contact the Candidate by letter, e-mail or telephone, as appropriate, to confirm the satisfactory resolution of the complaint.
4.5.2 If the Candidate is dissatisfied, take further appropriate action to resolve the problem.
4.5.3 Record the Candidate’s satisfaction by a tick, in the appropriate box.
4.5.4 Sign off the Complaint Report.
4.4.5 List for subsequent discussion at the next Management review meeting.
4.5.6 Close off details in Complaint Register.
4.5.7 File original complaint report.
5. REFERENCES.
Document: SF011 Complaints Report