COMPLAINTS AND CONCERNS PROCEDURE
This procedure sets out the process by which any complaint against The Electronics Group (EG) will be handled.
This procedure will apply when complaints are received from staff, customers or learners and will be used for all aspects of the business, including apprenticeships, IPC training and use of facilities.
- Roles and Responsibilities
3.1 The Managing Director of The Electronics Group has the primary responsibility for handling formal complaints. In the event that the Managing Director is unavailable or if the complaint concerns the Managing Director, then the complaint will be handled by the Chair of the Board of Directors.
Thus either the Managing Director or the Chair of the Board of Directors will be nominated as the Complaint Handler.
3.2 The Complaint Handler is responsible for investigating the circumstances of a complaint or concern. The Complaint Handler has responsibility for logging formal complaints and concerns.
Any member of staff who receives a formal complaint or concern is responsible for taking all the relevant details and passing it to the Complaint Handler.
- ‘Staff’ members are those employed by EG on full or part time basis.
- ‘Customers’ include any person or company that has had services provided by EG.
- ‘Learners’ include any person that receives training through EG, such as apprentices, or individuals on technical training courses carried out by EG.
5.1 A formal complaint or concern can be received in a number of different ways, including:
- by a member of staff – either face to face at a meeting or event
- through a telephone call
- via e-mail
- through the post
- via a formal customer feedback process
- via a partner organization
5.2 On receiving a complaint or concern, and where an agreement for its immediate resolution cannot be reached, the complaint or concern is logged into the formal complaints and concerns procedure.
5.3 Full details of the complaint / concern are taken and noted on the ‘Customer Complaints/Concerns Tracker Form’ by the member of staff, including:
- complainant’s name, company name & address
- contact details
- nature of complaint
5.4 The complaint / concern is passed to the Complaint Handler who logs it on the ‘Customer Complaint/ Concern Form’.
5.5 The Complaint Handler is responsible for handling the complaint. Typically, the Complaint Handler arranges for the relevant manager to investigate the circumstances surrounding the complaint.
5.6 For all complaints not resolved within 24 hours, a letter will be sent to the complainant confirming the complaint is being investigated. The results of the investigation are reviewed following a discussion by The Complaint Handler and the relevant manager and an agreement on the investigation outcome and any corrective and preventative actions are reached. Corrective and preventative actions could include refinements in service delivery processes or implementing staff training and development activities.
Complaints regarding apprentices should be dealt with in conjunction with the employer and the learner. Both being informed of the resolution, any complaint not resolved, or results in significant actions must be referred to ESFA:
Case Manager (currently Fiona McManaman, Further Education Directorate, ESFA – 07771500910, email firstname.lastname@example.org )
5.7 A detailed written response is usually sent to complainants including proposals to redress the issue wherever appropriate. In certain circumstances it may be more appropriate to speak to the customer to resolve the issue. All correspondence is retained in the complaints file. Where appropriate, information is logged on to the client management system.
5.8 Corrective and preventive actions such as service improvements and staff development activities are implemented and then reviewed and evaluated for effectiveness.
5.9 A review of all complaints is carried out every six months to monitor trends and review the effectiveness of corrective and preventative actions.