Policies

City of Training Limited aims to provide high quality services which meet your needs. We believe we achieve this most of the time: if we are not getting it right please let us know. In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know of for any reason you are not satisfied with your dealings with the organisation.

If you are not happy with City of Training Limited please tell us If you are unhappy about any City of Training Limited service, please speak to the relevant staff member, manager or Director. If you are unhappy with an individual in City of Training Limited sometimes it is best to tell him or her directly. If you feel this is difficult or inappropriate then speak to the staff member’s manager or the Director. Often we will be able to give you a response straight away. When the matter is more complicated we will give you at least an initial response within five working days.

Making a written complaint

If you are not satisfied with our response or wish to raise the matter more formally, please write to the Director/Chief Executive. (If your complaint is about the Director/Chief Executive), please write to the Chair.) All written complaints will be logged.

You will receive a written acknowledgement within three working days. The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

Complaints can be raised informally (e.g. in day-to-day conversation with staff), which should be dealt with immediately to prevent any escalation of dissatisfaction. However, where this is not always possible, our escalation process will look to resolve complaints to a satisfactory outcome.

Complaints can be received in a number of ways, e.g. face to face, by email, or phone, and can be received by any staff member. It is therefore important to know the correct way to deal with a complaint to ensure satisfactory resolution.

Where a complaint is received it should be documented and forwarded to a member of the Training Team. The complaint is then formally logged and investigated.

The complaint will be formally acknowledged within 2 working days of receiving it.

The allocated manager will investigate the complaint. Where a complaint is made against a specific member of staff the investigating manager will ensure that the complaint is handled in line with our internal HR policies and procedures. The HR Manager will take over the investigation due to the nature of the complaint.
On completion of the investigation the manager responsible will send a formal response to the complainant. The response will detail the findings from the investigation, and any resolution offered to the complainant, if applicable.

All stages and decisions will be recorded centrally on the complaints log, electronic records will be retained of the complaint investigation and all information will be kept confidential.

Appeals

Every complainant has the right to appeal against a decision made under this procedure, if they are not satisfied with the outcome or the resolution offered. Details of how to appeal will be provided as part of the response to the original complaint. The appeal must be made within 5 working days of the complainant being informed of the decision and must be in writing. The complainant may approach any member of staff for help in formulating their appeal. The complaint will then be passed to the Training Manager to review.