Definition

Geotraining defines a complaint as a formal expression of dissatisfaction that requires a formal response.

Purpose

The purpose of a formal complaints policy is to ensure that all complaints are reviewed thoroughly, fairly and wherever possible resolved to the complainant’s satisfaction.

General Customer Feedback Process

Geotraining is committed to providing high quality training and assessment for its customers and continuously seeks opportunities to improve its services. Constructive comments on where we can improve our services are welcomed.

Customers are asked at the start and at the end of a training course for feedback via an online survey, and we welcome ad-hoc feedback via email and telephone. We also obtain feedback after the completion of examinations. Paper based versions of our feedback form are available on request.

Feedback provides valuable information that is used to introduce improvements to all our training products and services. Geotraining encourages its customers to provide honest feedback to enable the improvement processes to take place effectively.

Complaints Process

Occasions may arise where a customer feels it is necessary to make a formal complaint about the training services provided.

A formal complaint needs to be submitted separately from the general feedback process and not through the feedback form.

Customers wishing to submit a formal complaint should do so in writing via email or letter. Formal complaints should be in writing to ensure that all the relevant information is captured and so that the issue can be investigated properly.

Geotraining will treat formal written complaints as a clear expression of dissatisfaction with its service, which calls for a prompt and courteous response.

Formal Complaints Procedure

Stage 1

In the first instance, when the issue cannot be resolved informally, the complaint should be submitted via email to the Learning Engagement Officer, Subia Hussain, who will manage the process. The complaint can be submitted via:

Email: [email protected]
Mobile: 07490497704
Office number: 01902 810041

Alternatively, the complaint can be submitted in writing, within 7 working days of the matter arising. The complaint should be addressed as detailed below:

Learning Engagement Officer

Geotraining
Second Floor
29 Waterloo Road,
Wolverhampton
WV1 4DJ

 

The written complaint should be reported on the External Concern Reporting Form, found at the end of this document, and will include the following:

  • Details of the issue leading to the complaint
  • Date when the issue occurred
  • Venue/ location
  • Complainants full name and contact details
  • Details of the consequences resulting from the issue and the remedy being sought.

The initial complaint will be acknowledged within 24 hours of receipt and a full response will be provided within 15 working days.

Stage 2

If the initial response to the complaint is not regarded as satisfactory the next stage is to write to the Head of Quality and Operations and ask for the complaint and the initial response to be reviewed.

The complaint should be addressed as detailed below:

Head of Quality and Operations
Geotraining
Second Floor
29 Waterloo Road,
Wolverhampton
WV1 4DJ

Alternatively, you can call the office on: 01902 810041 and request for the Head of Quality and Operations.

Escalation should take place within 10 days of receiving the written response from the Learning Engagement Officer and should state the reason for dissatisfaction with the decision made.

You can expect the Head of Quality and Operations to acknowledge your request within 24 hours of receipt and a full response within 15 workings days.

Our aim is to resolve all matters as quickly as possible; however, inevitably some issues will be more complex and may therefore require longer to be fully investigated. As a consequence, timescales given for handling and responding to complaints are indicative.

If a matter requires more detailed investigation, an interim response will be sent describing what is being done to deal with the matter, and the revised timescales for when a full reply can be expected.

Final Stage

If the response from the Head of Quality and Operations is not satisfactory, the final option of escalating the complaint can be to the Chief Executive Officer, as detailed below:

Chief Executive Officer
Geotraining
Second Floor
29 Waterloo Road,
Wolverhampton
WV1 4DJ

Alternatively, you can call the office on: 01902 810041 and request for the Chief Executive Officer.

Escalation should take place within 10 days of receiving the written response from the Head of Quality and Operations, and should state the reason for dissatisfaction with the decision made.

The Chief Executive Officer will normally respond within 10 working days to inform the complainant of the action which will be taken to investigate the complaint, and when the outcome of the investigation can be expected.

This outcome will be the final decision by Geotraining.

If you are still unsatisfied after following the full procedure, you can contact the Education and Skills Funding Agency using the below details:

Complaints
Education and Skills Funding Agency
Cheylesmore House
Quinton Road
Coventry
CV1 2WT

(Please note, the Education and Skills Funding Agency (ESFA)they would normally only deal with complaints once the full procedure laid out by the training provider has first been followed).

External Concerns Reporting Form

Internal Concerns Reporting Form