Complaints Policy & Process
Not Happy?
SHOUT
asap
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Why
didn't I ask earlier?
As soon as I spoke to the course advisors they were
able to reassure me and put my mind at rest!
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We're not perfect but
we aim to be!
Please tell us
loudly and clearly if you have a problem or a complaint. You
will never ever be disadvantaged by telling us – in fact we will
thank you as it is the only way we can improve our systems,
communications or business and fulfil our aim which is to Make
You Happy.
We encourage you to
tell us as soon as possible if you are unhappy or have a
complaint. In the first instance it is best to discuss the
problem with your normal contact – Course Adviser, Trainer or
Assessor. They may be able to resolve it immediately and if not
will pass it on to someone who will look at your concerns.
Our Policy is to:
-
Make is easy
for you to talk to us if something is wrong
-
Fully
discuss any concerns that you may have and listen openly
so that we can find a way to put it right
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Resolve
issues within 48 hours or keep you fully informed at
every stage if it takes longer
Our Procedure is to:
-
Listen fully
to your complaint so that we understand what the problem
is
-
Log your
complaint and investigate fully to collect all the
information to find out what happened, how and why it
happened
-
Discuss
options and explain what we will do to put it right
-
Look at how
to compensate if necessary
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Use your
information and the process to make changes to avoid the
same issue arising in the future
Who to SHOUT to?
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In the first
instance, please discuss your issue with your regular
contact, your Course Adviser/Trainer/Assessor, as they
may be able to put it right there and then.
Under our Quality Excellence System, all complaints or
issues that need resolving are recorded and reported to
our Quality Manager - no matter who you discuss them
with.
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If this is a
matter you have not been able to resolve through one of
your normal contacts or you feel uncomfortable talking
to them, please write to or call:
QUALITY
MANAGER:
Eileen Yurdakul
eileen.yurdakul@lovetate.co.uk
020 7256
6668
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If you do
not agree with the outcome or solutions that we propose
using our procedures and you wish to appeal, you may
write to or telephone
MANAGING DIRECTOR:
Maggie Love
maggie.love@lovetate.co.uk
020 7256
6668
Alternatively if you are participating in a
government-funded programme, such as apprenticeships
your may complain to the
Education and Skills Funding Agency,
Complaints Team, Cheylesmore House, Quinton Road,
Coventry, CV1 2WT or email
complaints.esfa@education.gov.uk
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