RWP Training Ltd

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RWP Training Ltd

Procedures

Complaints Procedure (QP/06/02)

Message from the Chief Executive

We try exceptionally hard to ensure all of our services are to the highest standard and exceed customer expectations. If you have a genuine complaint about any part of the service provided by our company, I would like to invite you to complain by either discussing your complaint with your Training Adviser or completing a copy of our customer complaint form available from our training centre and posting it to our Equal Opportunities Officer, Susan Kaveney at the address on the bottom of the form or 'on line' at http://www.rwp.co.uk/complaints . All complaints are treated seriously and you will receive a response within five working days of receipt of your complaint.

Richard Polyblank
Chief Executive

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  1. Purpose

    To ensure that a reporting mechanism exists for all complaints by external and internal customers and that all complaints are responded to effectively and preventative action takes place to prevent similar complaints arising in the future.

  2. Responsibilities

    All Staff

  3. Procedure

    1. Definition

      1. A customer complaint may be regarded as any dissatisfaction expressed by an external or internal customer concerning the standard of service and support given by RWP Training Limited.

      2. External Complaints

        A complaint originating from a learner, a subcontractor or an individual or group external of our organisation dissatisfied with any part of our services.

      3. Internal Complaints

        A complaint originating from a member of our staff, an associates or an individual directly employed by our organisation.

      4. Informal Complaints or Concerns

        Individuals wishing to bring a concern about the standard of our services to our attention may do so informally without going through this formal procedure. All concerns will be recorded on the appropriate file and action will be taken to address the matter without causing any embarrassment to the individual raising the concern.

    2. Resolving External Customer Complaints

      1. With all external customer complaints the member of staff receiving the complaint shall be the person responsible for recording the complaint on a Customer Complaint Register and Form (RWP 1030/1031) held on file in the General Office. All external customer complaints are then to be forwarded to Susan Kaveney, our Equal Opportunities Officer who will arrange a response to the external customer in writing.

      2. he Equal Opportunities Officer shall use their discretion in determining the seriousness of the complaint and refer complaints outside their capacity to either the Chief Executive or the Centre Manager for resolution.

    3. Resolving Internal Complaints

      1. Any person wishing to discuss a complaint/grievance arising from their employment should, in the first instance, raise the matter with the Centre Manager. All internal complaints and action taken are to be recorded on the minute sheet of the individuals personal file and, if appropriate on the register in the Customer Complaints File.

        If there is no satisfactory solution by the Centre Manager within 7 days the issue is to be raised with the Chief Executive for final solution.

    4. Complaints relating to Internal Verification of Certificated Awards

      1. All complaints relating to assessment and certification through the Internal Verification process shall be carried out in accordance with the Disputes and Appeals Procedure (QP/06/03).

    5. Verification of Corrective Action

      1. The Equal Opportunities Officer shall monitor all complaints, ensure that appropriate action has taken place and the outcome has been recorded on the Customer Complaints Form (RWP 1031).

    6. Preventative Action

      1. All external complaints received during the period shall be discussed at Team and/or Management Meetings as appropriate. Any pattern in external or internal complaints will be examined and corrective action taken to prevent such patterns in the future.

    7. Complaints to Cumbria Learning and Skills Council

      1. Where an individual wishes to complain directly to the Learning and Skills Council, they should direct their complaint to our Learning Adviser:

        Mr Stephen Preston
        Cumbria Learning and Skills Council
        Venture House
        Guard Street
        Workington
        Cumbria
        CA14 4EW

        Telephone: 0845 019 4159

        Email: stephen.preston@lsc.gov.uk

    8. Review

      1. This procedure will be reviewed annually by the Equal Opportunities Officer to ensure it continues to meet its purpose.

  4. Documentation

    The following documentation is required to carry out this procedure:
    RWP 1030 Customer Complaints Register
    RWP 1031 Customer Complaints Form

  5. Reference

    The following procedures may be used in conjunction with this procedure:
    POL/03 Commitment to Equality and Diversity (Equal Opportunities Policy)
    QP/06/03 Disputes and Appeals Procedure

  6. Website Conversion

    This procedure was converted for the website by James Burke whilst on the Pre-Apprenticeship Programme.

Top Last modified: 14 December 2006 Real Work Pays

RWP Training Limited is a company registered in England and Wales.
Company Number 3561023. VAT Number 622 1000 18.