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Complaints

Introduction

RM Training (UK) Limited is committed to providing the best possible service, and we recognise that occasionally customers may feel that they have cause to complain about the service they have received.

We encourage feedback from all customers, including complaints and have developed a complaints policy and associated complaints procedure, which details how individual complaints will be handled.

If you are not satisfied with the way we have handled your complaint, this will be dealt with as a failure of service under the terms of our complaints policy.

Aims

RM Training (UK) Limited aims to resolve complaints quickly, fairly and effectively.  We will;

Aim to put things right quickly for our customers when they go wrong

Keep our customers informed of the progress of their complaint and result of any investigation

Seek to learn from each complaint to improve future performance

Set performance targets for responding to complaints and monitor our performance against these targets

Advise our customers of the right to complain to the Skills Funding Agency if they remain dissatisfied after their complaint has been through all stages of the internal complaints procedure

RM Training (UK) Limited’s Complaints Policy and associated Procedures will be readily available to customers.

Monitoring

RM Training (UK) Limited is committed to continuous improvement in service delivery.

We will make it easy and straightforward for you to make a complaint

We will endeavour to respond to your complaint within the published timescales and keep you informed

We will ensure that you have a full explanation to your complaint in your preferred format

We will tell you if changes have been made to services following your complaint

We will review our policy at regular intervals

Responsibility

The Quality Management Team and all those in managerial or supervisory roles are responsible for developing and encouraging good customer care handling practice within their teams

Compliance with the Complaints Policy is the responsibility of all members of the company.

Communication

Our Complaints Policy is available in hard copy, and via our website.  Please contact the Quality Manager if you wish to access this document in another format

Equality & Diversity

Customers have the right to express dissatisfaction with the services they receive from RM Training. (UK) Limited. Customers using this policy can expect to be treated fairly and without discrimination.

 

 

 

Complaints Procedure

If you are unhappy with the service provided by RM Training (UK) Limited–whether it is the learning experience, assessment, the support you are receiving or about the staff or the organisation itself – we will look to investigate and resolve your query within the appropriate timescales and confidentially.

If you have a complaint regarding a decision we have made that affects you, e.g. if you feel that you have received the wrong grade for an assessment, you should refer to the Appeals Process.

Complaints should be made as soon as possible following the event or problem occurring, and ideally within 3 months

Formal complaints should be made in writing, either by letter or by email and should include the following information if possible:

  • Time
  • Date
  • Places
  • Names of those involved

All complainants must ensure they provide a clear explanation of the basis of the complaint and clarification of the relationship, if any, between the complainant and the party concerned.

Complaints should be addressed to the

Operations Manager, RM Training (UK) Limited, 7 Weston Chambers, Weston Road, Southend On Sea, Essex, SS1 1AT

RM Training (UK) Limited will provide an initial response within 1 week of receipt of the complaint in writing, and a further response, if required, within 4 weeks

Complainants may appeal any decision if not satisfied with the outcome, within 28 days.  Appeals should be made to the Managing Director.

If you are still not satisfied with the outcome following appeal, you can appeal to the Skills Funding Agency. The Chief Executive of the SFA will not usually investigate complaints until the Provider’s procedure, including the appeal, has been exhausted.

https://www.gov.uk/government/organisations/skills-funding-agency/about/complaints-procedure