1st Care Training is committed to providing the best possible service that we can. We recognise that sometimes customers will feel that they have cause to complain about the service they have received.
We encourage all feedback from customers, including complaints, and have developed a Complaints Policy and an associated Complaints Procedure. Our Complaints Policy explains our broad approach to handling all complaints. Our Complaints Procedure provides clear information on how individual complaints will be handled.
Reports relating to complaints will be responded to in accordance with our Policies and Procedures. If you are not satisfied with the way we have handled your complaint, this will be dealt with as a failure of service under the terms of our Complaints Policy.
1st Care Training aims to resolve complaints quickly, fairly and effectively. We will:
Aim to put things right quickly for our customers when they go wrong
Keep our customers informed of the progress of their complaint and the results of any investigation
Seek to learn from each complaint to improve future performance
Set performance targets for responding to complaints and monitor our performance against these targets
Advise our customers of their right to appeal if they remain dissatisfied after their complaint has been through all stages of the internal Complaints Procedure
1st Care Training Complaints Policy and associated Procedure will be readily available to customers. Together, they detail how to make a complaint and the timescales for a response from 1st Care Training.
What is a complaint?
1st Care Training Defines a complaint as any expression of dissatisfaction with our service which calls for a response or redress.
Who is a customer?
A customer is anyone who contacts 1st Care Training to request a service, or is in receipt of a service.
How can a complaint be made?
Any customer wishing to make a complaint can do so, by phone, e-mail, website or letter:
You can also make a complaint through an advocate or representative should you not be in a position to do so yourself, this can be done to any of the above channels of communication.
What is the process for making a complaint?
The process for making a complaint is detailed in the Complaints Procedure. This is a single document for use by 1st Care Training’s colleagues and customers.
1st Care Training is committed to continuous improvement in service delivery.
Our Service Standards for Complaints are:
We will make it easy and straightforward for you to make a complaint
We will endeavour to respond to your complaint within the published timescales and keep you informed
We will ensure you have a full explanation to your complaint in your preferred format
We will tell you if changes have been made to services following your complaint
We will review our Complaints Policy at regular intervals.
The Senior Management Team and all those in managerial or supervisory roles are responsible for developing and encouraging good customer care handling practice within their teams. Compliance with Customer Complaints Policy is the responsibility of all members of the Company who deal with customers.
Our Customer Complaints Policy is available in hard copy. Please contact the HR Department if you wish to access this document in another format. Training will be provided for staff to ensure awareness is raised and that staff have a clear understanding of customer complaints and their responsibilities.
Equality & Diversity
Customers have a right to express dissatisfaction with the services they receive from 1st Care. Customers using this policy can expect to be treated fairly and without discrimination. The Company has an Equality & Diversity Policy that covers all aspects of equality.
If you are unhappy with the service provided by 1st Care Training - whether it is the learning experience, assessment, the support you are receiving or about staff or the organisation itself - we promise to take your complaint seriously and treat it as confidential. We also aim to resolve your complaint as speedily as possible.
If you have a complaint about any decision that we have made that affects you, for example, if you feel that you have received the wrong grade for an assessment, or you disagree with an examination result, you should use the relevant awarding organisation’s appeals procedures, which we can advise you on. For all other issues and grievances, use this Complaints Procedure.
We are always pleased to receive compliments and complaints because they help us improve the service we provide, both for you and other learners. We're also interested in your ideas for improving our services. We use the information you give only to improve things. Passing on personal information about you is protected by the Data Protection Act.
We understand that it is important for the learner to have their complaint resolved as quickly as possible.
Upon receipt of complaint, we will reply to you within 48 hours to let you know we have received your complaint, the next steps and the timescales.
At each stage we will provide a response within five working days, sooner if possible. In our reply, to avoid any further delays we will also provide the person complaining with details of what to do next and a named person (usually within the Education and Skills Funding Agency) to contact if they still remain unhappy.
We will resolve all complaints within 28days. If for any reason this timeline needs to be extended then we will communicate this to you within five working days, sooner if possible. All complaints will be resolved within 6weeks of initial complaints.
If you want to complain, here's what you can do:
It helps if you complain straight away to the people involved, as they may be able to put things right immediately. You should make your complaint within 3 months of the event or problem occurring. At any stage, you can register a formal complaint by telephone, letter, fax or email. Give as much information as you can, including times, dates, places and names. 1st Care Training’s Head Office on Tel: 01553 777152, email: email@example.com or write to the Centre Manager at: Unit 1 Paxman Road, King’s Lynn, PE30 4NE
You will get a first response within one week of receipt of your complaint, and a further response within four weeks.
If you are not satisfied with the outcome of your complaint you can appeal the outcome to the Director whose email address is firstname.lastname@example.org