Complaints Policy And Procedure

Straight A Training Complaints Policy and Procedure

Straight A Training is committed to providing a quality service for its learners, staff, partners and employers and working in an open and accountable way that builds the trust and respect of all our stakeholders.

Straight A Training places a significant emphasis on customer feedback and views the complaints process as a valuable tool to drive improvements in the quality of its services. The policy of Straight A Training is to respond to all suggestions, whether positive or negative, in a prompt and courteous manner. All complaints will be treated seriously.

Therefore, we aim to ensure that:

We recognise that many concerns will be raised informally and dealt with quickly. Our aims are to:

An informal approach is appropriate when it can be achieved. If it is not possible to resolve concerns informally to a satisfactory degree then the formal complaints procedure will be followed.

Complaints Procedure Overview

The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.

Straight A Training’s responsibility will be to:

A complainant’s responsibility is to:

Operations Director,
Suite 1.3, Building 3,
Watchmoor Park, Camberley
GU15 3YL

Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Straight A Training maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own merit). Should this be the case, the situation will be explained to the complainant.

Directors of Straight A Training will receive annually an anonymised report of complaints made and their resolution.

This policy will be reviewed annually by the Senior Management Team in line with ESFA rules and OFSTED EIF (due to be implemented 09/19)

Endorsement Signature: ___________________________________

Date: ___________________________________

Complaints procedure 2019. Reviewed and updated January 26th 2019 J Raftery