Complaints Policy & Procedure
Customer satisfaction is important to us. If for any reason you are unhappy with any aspect of your course or the service that you have received we will do our utmost to resolve any issues or misunderstanding.
All complaints will be dealt with professionally and within the timescales set out within this procedure.
We ask that the following steps are followed in the event of any complaint arising allowing Options Skills the opportunity to effectively resolve any issues or misunderstandings.
1. If you have started your course please approach a member of the training team to voice any concerns that you may have. In most instances issues can be resolved quickly and informally to everybody’s satisfaction.
2. If you do not feel that your complaint has been addressed satisfactorily please voice your concerns with the Training Director Mr Garry Lee. Email garry.lee@options-skills.co.uk
All efforts will be made to resolve any issue amicably and to everybody’s satisfaction.
3. If these efforts fail to resolve your issue we ask that a formal complaints procedure is followed. If you wish to raise a formal complaint we ask that you please put this complaint in writing detailing your grievance.
Written complaints are acceptable via email, please email mick.fitzgerald@options-skills.co.uk
You will receive email acknowledgement that your complaint has been received within 24-hours, Monday – Friday or Monday if the complaint is sent at a weekend. We will seek to resolve any issues quickly and to everybody’s satisfaction. We will respond to all complaints and responses within 14-days of receipt.
4. Formal complaints will be documented and we ask that all communication from this point is made via email. The Directors of the business will try to resolve all complaints amicably and may request a formal meeting if both parties believe this to be necessary.
5. If you have not yet started a training course but you wish to raise a complaint about any aspect of the service that you may have received from Options Skills please email mick.fitzgerald@options-skills.co.uk
You will receive email acknowledgement that your complaint has been received within 24-hours, Monday – Friday or Monday if the complaint is sent at a weekend. We will seek to resolve any issues quickly and to everybody’s satisfaction. We will respond to all complaints and responses within 14-days of receipt.
