CUSTOMER COMPLAINTS POLICY
The handling of complaints, suggestions or queries has a direct bearing on the public image of KO PLANT CONSTRUCTION TRAINING (Southern) Complaints should therefore be dealt with sympathetically, promptly, and constructively. It is important that every complainant should feel that his or her complaint has been dealt with appropriately.
The aim of this policy is to set out the procedure on how complaints relating to services offered by KO PLANT CONSTRUCTION TRAINING (Southern) are to be dealt with by KO PLANT CONSTRUCTION TRAINING (Southern) staff, to reflect KO PLANT CONSTRUCTION TRAINING (Southern). objective of continuous improvement of the services offered to its customers.
Procedure
- Complaints raised verbally or in writing should be passed to a member of KO PLANT CONSTRUCTION TRAINING (Southern) staff or assessment team
- They should then pass the complaint onto the complaints officer
- The complaints officer will look to resolve the issue to the satisfaction of all parties
- If the matter cannot be resolved, the complaint will be forwarded to the Managing Director to resolve
- All written records relating to the complaint will be stored in the complaints file in the office
Complaints Monitoring
- The operation and effectiveness of the complaint’s procedure will be monitored regularly, and information provided to KO PLANT CONSTRUCTION TRAINING (Southern) members quarterly, detailing the number and types of complaints received, the time taken to acknowledge and resolve them and the final outcome.
- Copies of all formal letters of complaint, acknowledgements, and final replies (and if appropriate interim responses) will be forwarded by the Complaints Officer to the appropriate staff and the Managing Director.
Grievance and disciplinary procedures
- The arrangements for dealing with complaints do not impinge in any way upon existing grievance procedures which are separate internal employment procedures.
- It is possible, however, that in some circumstances, the investigation of a complaint may highlight facts which would make it appropriate to invoke disciplinary procedures.
- These are clearly defined arrangements which apply to the actions of staff in relation to failures to comply with codes of conduct or procedures or other relevant guidance and these will continue to operate as specified.