Complaint, Concerns and Compliments Procedure
Access Skills Ltd are committed to providing good quality services. If you feel our services exceed your expectations, we would welcome your feedback. We also recognise, however, that we sometimes get things wrong or make mistakes. To deal with this we have a Compliments, Concern and Complaints Procedure which is available on our website or by request.
Compliments will be acknowledged and recorded centrally and also on the personnel file of any member of staff individually complimented. This will be reviewed as part of their appraisal.
How to complain or express a concern
Step 1: Contacting us
The first step is to talk to a member of the Customer Service Team on 0121 510 2169.
We will try to resolve the problem on the spot if we can. If we cannot do this, for example; because information we need is not to hand, then we will take a record of your concern/complaint and arrange the best way and time to get back to you. This will normally take five working days to be acknowledged and will be resolved within 21 days.
Step 2: Taking your complaint further
If you are not satisfied with the outcome of our initial response, the next step is to put a formal complaint in writing to the Customer Service Team, setting out the details, explaining what you think went wrong and what you feel would put things right. The Customer Service team address is:
Access Skills Ltd
Customer Service Team
123 Hagley Road
Alternatively you can request a Complaints/Incident/Concerns form from firstname.lastname@example.org to complete and return this to the Customer Service team.
Once the Customer Service Team receives a written complaint, it will be acknowledged in writing within five working days of receiving it. They will arrange for a full investigation to take place. Investigations should normally be conducted within three weeks unless the matter is more complicated, such as where other organisations need to be contacted. Where this is the case, we will still let you know what action is being taken and tell you when we expect to provide you with a full response.
Step 3: The next stage
If your complaint is regarding any other matter or if you feel the complaint/concern has not been resolved, you may document your issues and address your correspondence to Access Skills Managing Director at the same address above.
Should your complaint concern an appeal about a decision that has been made about the assessment of you work, then you will find more information in the Learner Handbook.