Complaints Procedure

Purpose

 

A complaint is an expression of dissatisfaction concerning Create Care Training Limited’s (CCTL) product or service.  CCTL take all complaints extremely seriously and all staff are trained and committed to rectify any problem as soon as it is brought to their attention.

 

Principle

 

The procedure is designed to establish the facts quickly and to deal consistently with complaints. No action will be taken until the matter has been fully investigated. If possible, in line with other policies and procedures, at every stage the complainant will be advised of the nature of the progress being made. Staff members or associates who are named within a complaint will be given the opportunity to state their case, and be represented in line with the disciplinary procedure if necessary.

 

Stage 1 – Informal discussion

 

Before any formal action actions is taken, we ask that you discuss your concerns with your tutor assessor. A member of the senior management team will make every effort to resolve the matter, within 48 hours, by an informal discussion with the complainant. Only where this fails to bring about the desired improvement will further investigations need to be carried out.

 

Stage 2 – Senior Management Investigation

 

Should this fail to provide you with a satisfactory resolution, or you feel it is inappropriate to address your complaint to the Tutor/Assessor, then please contact the Quality Manager at rbrown@createcaretraining.co.uk or on 01253 596645. In case of unavailability complaints will be referred to the Operations Manager at cwhitelow@createcaretraining.co.uk or on 01253 596645.

At this stage an internal investigation will take place and you can expect a formal response within 5 working days.

 

Stage 3 – External Reporting

 

Stage 2 will be the final route of escalation within our company. Therefore, if you remain unhappy after following our own internal complaints procedure and your complaint refers to services you have received relating to your course and achieving your qualification, then your complaint can be referred externally. It will depend on the nature of your complaint as to which external body is appropriate. The Senior Management Team will be able to advise on this and signpost accordingly.

Unit 16,  Blackpool Technology Management Centre, Faraday Way, Blackpool  FY2 0JW

 

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