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 Complaints Procedure 

 

Feedback is important

 

We work hard to make sure we deliver the best possible service, but recognise that there are times when things can go wrong. We need to know when this happens so that we can make improvements and rectify any errors.

 

Our complaints procedure is in place to ensure there is a consistent approach to complaints for everyone.  All complaints are treated seriously, swiftly and with compassion. 

 

All complaints relating to assessments will be dealt with using our Appeals Policy and Procedures document, available at www.timscannell.co.uk/complaints-procedure

 

 

 Dealing with complaints 

 

Tim Scannell will aim to resolve minor problems immediately, where possible.  However, there are occasions when it is necessary to make a formal complaint. On these occasions, he will:

 

  • request that the complaint is put in writing or video letter, and we will tell the customer to whom the complaint will be referred 

  • acknowledge all written/video letter complaints within two working days

 

  • resolve the complaint or provide an action plan to seek a resolution within 28 working days 

 

  • provide the name of the person dealing with the complaint 

 

  • keep the customer informed of the progress of the complaint, and reasons for any delay in resolving it 

  • refer the complaint to the awarding body, in the event of the complaint being related to their service or product 

  • refer the complainant to the regulator, in the event of the customer not being satisfied 

  • keep a record of all complaints 

  • consider each complaint on an individual basis and if required implement procedures to prevent repetition 

  • when reviewing procedures consider feedback from complaints for continuous improvement. 

 

 

 

How to make a complaint 

 

 

Please provide: 

 

  • Name 

  • Address 

  • Contact details 

  • Clear description of complaint 

  • Additional information that you feel is relevant. 

 

Please put your complaint in writing or video letter and send it to: 

 

Tim Scannell 

Email: info@timscannell.co.uk

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