Customer Complaints

1. Aims

a) To reassure the customer that their complaint is being dealt with efficiently and fairly.

b) To provide a straightforward and consistent way to make representation to SETA and to offer prompt action and a speedy resolution of any complaints. A complaint can be in any form i.e. by letter; telephone, fax; e-mail; in person and assistance will be given in making the complaint.

c) To enable SETA to use complaints positively and take action to maintain and improve services.

2. Availability

This complaints procedure is available to all SETA’s customers and members and covers all services provided by SETA.

3. What is a Complaint?

SETA defines a complaint as “an expression of dissatisfaction about the SETA actions or lack of action or about the standard of a service provided by SETA itself or a person or body acting on behalf of SETA”.

4. Types of Complaint and what is excluded?

a) The following list indicates in general terms the range of complaints which fall within the procedure and, additionally, what type of complaints are excluded.

b) Where a matter is excluded from the procedure every effort will still be made to help to resolve the problem.

c) The excluded categories should still be recorded and monitored as a separate category.

d) Assistance will be provided where necessary when a complaint is made.

5. Complaints

a) Dissatisfaction with the way SETA’s policies are carried out (as opposed to dissatisfaction with the policies themselves).
b) Failure to consider relevant matters in coming to a decision.
c) Failure to implement a decision.
d) Complaints regarding the behaviour or perceived behaviour of individual employees.
e) Delays in responding to complaints about the administrative process.
f) Failure to provide a service that should be provided.
g) Failure to fulfil statutory responsibilities.
h) Discrimination.

6. Matters that are not considered complaints

The following will not follow the complaints procedure; but every attempt will be made to resolve them.

a) Criticisms of or disagreements with SETA’s policies or decisions themselves rather than the way they have been carried out.

b) Complaints against individual employees where no other basis for criticism exists other than the employee was implementing SETA’s policy/decisions.

c) A matter where there is an alternative means of solving the criticism, for example: –

• Appeal to the Charity Board of Directors

• Appeal to the Crown, Magistrates or County Court.

• A matter which has or could reasonably be expected to be the subject of Court or tribunal proceedings or which is or could be placed in the hands of the SETA’s insurers.

• Criticisms which constitute a disagreement with or a refusal to accept a rule of Law which the SETA is applying.

• Criticisms over statutory duties administered.

7. How to make a Complaint

The complaints procedure will be followed whenever a complaint is being dealt with.

The procedure contains three stages: –

Stage 1 (first contact)
Tell us about your complaint. You can:
• Call telephone number +44 (0) 161-480-9822
• Complete the Compliments, Complaints & Suggestions Form and return detachable form to us
• Write to us at SETA Training & Advisory Services
• Ask a member of staff to help you
• Ask any member of staff to advise you or take details
• Complete the on-line customer Feedback Form at www.setatraining.com
You should receive a response within 10 working days.

Stage 2
The intention of stage 1 is to allow the service concerned to give a satisfactory explanation of its action or to put matters right. If that does not satisfy your complaint, then stage 2 will involve the relevant service head of department carrying out a formal investigation and a written reply will be sent within 10- days from date of receipt.

Help and advice on Stage 2 is available from HR Department and from the service dealing with your complaint.

Stage 3
If you are still dissatisfied then at stage 3 you can have the matter reviewed by the Chief Executive, who may appoint a Director to examine your complaint. A written reply will be sent within 10-working days from the date of receipt.

If they are still dissatisfied then they will be given details of how to contact the Charity Board of Directors.

8. Responsibility for Dealing with Complaints and Administering the Procedure

a) Any complaint is passed to the Quality Manager who will record, co-ordinate and monitor the process, liasing with the HR Manager, General Manager and Chief Executive.

b) A complaint will be dealt with by the following personnel.

Stage 1 – An employee dealing with the service being complained about (Training Advisor/Instructor/Manager)

Stage 2 – Head of Department from the service being complained about.
(Senior Instructor/ HR Manager)

Stage 3 – Chief Executive or General Manager.

9. Time Limits

The time limit for dealing with a complaint is 10-working days.

However for matters involving detailed investigation the time limit is 28 days. An acknowledgement will be sent within 3 working days. These time scales apply at each stage. If these time limits to respond or to rectify the complaint cannot be achieved the customer will be advised why and given an expected period and the complaint will be moved to the next stage of the process.

10. Your Rights

You are entitled to: –

a) A full and impartial investigation of the complaint.

b) Response within the laid down time limits.

c) A full written response to the complaint or subsequent appeal within stages 2 and 3.

d) If the complaint is justified, then one of the following remedies will be recommended.

e) The opportunity to indicate whether your complaint has been dealt with satisfactorily. This can be via a telephone call, letter or email

11. Remedies

a) An apology.

b) The provision of the service you want.

c) Repayment of any nominal out of pocket expenses.

d) Where it is considered an ex-gratia payment would be appropriate the matter should be referred to the Chief Executive.

12. Complaint Monitoring

a) A record will be kept by the Quality Manager of the number, nature and outcome of complaints; (including date received; acknowledged; responded).

b) The Quality Manager will prepare annual monitoring reports setting out numbers, categories of complaint and results of stage 3 appeals and report the findings. The Senior Management Team will also monitor reports on a monthly basis to assess trends and what actions should be taken.

c) Annually the Chief Executive and the Senior Management Team will review the operation of the complaints procedure.

d) SETA will publish an annual report on the number of complaints: the categories of the complaints, the length of time to resolve them; how your satisfaction or otherwise was assessed; and how the provision of services has changed as a result of the complaints made.

13. Suspension of Procedure

In exceptional circumstances the Chief Executive can suspend this complaints procedure to enable investigation by a panel of officers or Members.

SETA’s Customer care promise
• All customers are entitled to a prompt, courteous and efficient service
• All customers can expect a full and fair investigation of their complaint
• However it is possible that customers will not always like the outcome of their complaint, but be reassured that it is investigated thoroughly
• SETA will explain rules and procedures if they are not clear
• Customer confidentiality will be respected
• Customers will be informed of the progress and the outcome of their complaint

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