Care Training Academy
Complaint Procedures
Introduction
Care Training Academy takes complaint very seriously and as part of our compliance processes. Although, the company is committed to providing the best possible service that we can. We recognise that sometimes customers will feel that they have cause to complain about the service they have received.
We encourage all feedback from customers, including complaints, and have developed a Complaints Policy and an associated Complaints Procedure. Our Complaints Policy explains our broad approach to handling all complaints. Our Complaints Procedure provides clear information on how individual complaints will be handled.
Reports relating to complaints will be responded to in accordance with our Policies and Procedures. If you are not satisfied with the way we have handled your complaint, this will be dealt with as a failure of service under the terms of our Complaints Policy.
Confidentiality and Whistle Blowing
All complaints received will be dealt with confidentiality and in accordance with the requirements of the Data Protection Act 1998. When making a complaint it is always preferable to reveal your identity and contact details to us, however if you to remain anonymous please inform us that you do not wish for us to divulge your identity. We are not obliged (as recommended by the Awarding Body or regulator) to disclose information if to do so would be a breach of confidentiality and/or any other legal duty. If you wish to remain anonymous we will investigate such complaints in accordance with relevant legislation.
How can a complaint be made?
Any customer wishing to make a complaint can do so, by phone, e-mail, website or letter.
Our Service Standards for Complaints
Our Service Standards for Complaints are:
- We will make it easy and straightforward for you to make a complaint
- We will endeavour to respond to your complaint within the published timescales and keep you informed
- We will ensure you have a full explanation to your complaint in your preferred format
- We will tell you if changes have been made to services following your complaint
- We will review our Complaints Policy at regular intervals.
Responsibilities
The Senior Management Team and all those in managerial or supervisory roles are responsible for developing and encouraging good customer care handling practice within their teams.
Compliance with Customer Complaints Policy is the responsibility of all members of the Company who deal with customers.
Communication
Our Customer Complaints Policy is available in hard copy. Please contact the office if you wish to access this document in another format. Training will be provided for staff to ensure awareness is raised and that staff have a clear understanding of customer complaints and their responsibilities.
Equality & Diversity
Customers have a right to express dissatisfaction with the services they receive from CTA Training. Customers using this policy can expect to be treated fairly and without discrimination. The Company has an Equality & Diversity Policy that covers all aspects of equality.
Procedure
If you are unhappy with the service provided by Care Training Academy – whether it is the learning experience, assessment, the support you are receiving or about staff or the organisation itself – we promise to take your complaint seriously and treat it as confidential. We also aim to resolve your complaint as speedily as possible.
If you have a complaint about any decision that we have made that affects you, for example, if you feel that you have received the wrong grade for an assessment, or you disagree with contents and programme of delivery, or you have any complaints against any of our trainers, or for all other issues and grievances, use this Complaints Procedure. Learners or delegates who are not happy with the trainers are required to indicate this in the training and evaluation/ feedback form that they must receive at the end of their training.
We are always pleased to receive compliments and complaints because they help us improve the service we provide, both for you and other learners. We’re also interested in your ideas for improving our services. We use the information you give only to improve things. Passing on personal information about you is protected by the Data Protection Act.
Steps to follow to make complaints
It helps if you complain straight away to the people involved, as they may be able to put things right immediately. You should make your complaint within 3 months of the event or problem occurring.
At any stage, you can register a formal complaint by telephone, letter, fax or email.
Please give as much information as you can, including nature of your complaint, any evidence you may have, times, dates, places and names.
Contact Care Training Academy Office on Tel: 01634540669, Fax: 03333444059, email: info@care trainingacademy.co.uk or write to the Training Manager at Care Training Academy, Suite 15, Hopewell Business Centre, 105 Hopewell Drive, Chatham, Kent, ME5 7DX, United Kingdom.
You will get a first response within one week of receipt of your complaint, and a further response within six weeks.
If you are not satisfied with the outcome of your complaint you can appeal the outcome to the Senior Compliance manager whose email address is patrick@caretrainingacademy.co.uk.
For in house and unaccredited training, the Senior Compliance Manager’s decision is the final. For accredited programmes like the NVQ diplomas, learners are expected to follow all steps of this complaint policy prior to escalating their concerns with the certification organisations.
Unless all steps of the complaint policy have been followed, the overseeing organisations might not be able to assist a learner with escalating their complaint for accredited programmes.