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Complaints Policy and Procedure

Complaints Policy and Procedure

Introduction

Commercial Skills Ltd has been delivering procurement training and education since 2002 and is approved with the following Awarding Organisations;

Overview

We are committed to offering a high standard of service to all customers, including learners and sponsoring organisations. We aim to provide a service that is:

We ensure that any complaint is dealt with quickly and efficiently, avoiding the need for a formal written complaint wherever possible. However should the matter necessitate a formal complaint, the procedures detailed in this document will be followed.

Individuals should not be discouraged from making a complaint, on financial or any other grounds, unless it is vexatious, malicious or frivolous. All complaints will be dealt with fairly and in a timely manner, and will be recorded so that analysis is facilitated.

Formal complaints should be sent in writing (by letter or email) and should state clearly the form of redress or recompense (if any) that are sought. All complaints will be acknowledged speedily, recorded clearly, and resolved as quickly as is possible and as practicable.

No-one involved in the actions or behaviours complained against will be involved in determining the outcome of the complaint.

Please note that if you are dissatisfied with a decision made by Commercial Skills with regard to a complaint, you should take up the matter with the Awarding Organisation as outlined in their complaints procedure.

 

Complaints procedure

 

All complaints must be either emailed or sent by letter to:

 

Meg Feasey – meg.feasey@commercialskills.com

Director

Commercial Skills Ltd

96 Station Rd

Bill Quay

Gateshead

Tyne & Wear

NE10 0UH

 

All complaints will be acknowledged within 7 working days. The outcome will be communicated to the complainant by letter and email within a further 14 days.

The complaint should identify the problem area in terms of:

 

Tutor

Materials

Workshops

Customer service

Administration

 

Other (please specify)

 

The complaint should describe the cause of the complaint and how the impact has adversely affected your studies.