(Form: CP014 | Rev: 00)
Introduction
This complaints procedure is available to learners, employers, and all other individuals who are in contact with Topaz Training & Development who feel they have had a negative experience whilst dealing with our organisation. This procedure should be read in conjunction with the learner appeals and harassment procedures, and the appropriate steps adopted accordingly.
Procedure
The following steps outline the process for submitting and resolving a complaint with Topaz Training & Development:
Step 1: Submitting a Complaint
A complaint may be made in writing to mark@trainwithtopaz.co.uk Upon receipt, it will be allocated a unique reference number, and within 5 working days, an acknowledgement will be sent indicating the person within Topaz Training & Development who will be dealing with the complaint.
Step 2: Investigation and Response
Your complaint will then be investigated, and a reply will be sent within 21 working days detailing the findings.
Step 3: Appealing the Response
Should you feel unhappy with the response provided by Topaz Training & Development, you can appeal in writing to the Chief Executive Officer at mark@trainwithtopaz.co.uk . Receipt of your appeal will be acknowledged within 5 working days.
Step 4: Re-investigation and Final Decision
A re-investigation will then commence, and all decisions will be reviewed. The findings will be communicated in writing within 28 days from the acknowledgement of receipt of the appeal.
External Complaints
If the complaint involves an external body, it should be directed towards the relevant awarding body, who will then follow their internal procedures to address the complaint.
Monitoring and Review
All received complaints will be reviewed on a quarterly basis by Topaz Training & Development. As part of the Quality Review Meetings, the number of complaints logged and any observable trends will be discussed in detail, and an appropriate plan of action to rectify the situation will be created.
Review of Procedure Statement
This procedure will be reviewed at minimum on an annual basis, or when necessary, by the Managing Director of Topaz Training & Development and the Quality & Compliance Coordinator.
Contact Information
Tel: 07967 299102
Email: mark@trainwithtopaz.co.uk
Web: www.trainwithtopaz.co.uk