Complaints policy and procedure

 

This procedure applies to all complaints about services supplied by the Hills Safety & Training Services limited (HSTS Ltd). This includes services supplied by associate tutors of HSTS Ltd to students, delegates, organisations and to the public.

 

By managing complaints correctly our aim is to:

Resolve complaints as soon as possible on the first point of contact wherever possible to keep students and delegates organisations or the public satisfied with our services.  Improve our processes and services based on feedback and underperforming areas

Maintain a positive reputation and continued relationship with all stakeholders and clients.

 

Complaints process

Complaints can be made in person, or over the telephone, by email or in writing. A complaint is registered as any form of dissatisfaction from services provided by the company.

 

The officer should try to resolve the issue immediately and on 1st point of contact wherever possible.

If the complainant is not satisfied with the response complaints should be escalated to Steve Hills.

 

Steve Hills will then resolve the issue and also advise the student of the company’s final position on the matter; normal this resolved inside of 3 working days or unless further investigation is required.

 

Complaint log

 

Complaints are required to be logged in the following that manner:

 

The officer should register the complaint on the complaint template; the complaint should be logged whether resolved are not.

 

Log to Contain:

Data complaint, time of complaint, delegate name, company, course date, course title, instructor name, director name, was the matter was resolved.

 

If the complaint is unable to be resolved at the first point of contact and is about a service directly offered by HSTS Ltd, any acknowledgment will be provided in the most appropriate method inside 3 working days.

 

The final reply will be issued by the director within 14 working days of receipt of the complaint.

 

All anonymous complaints will be loved as above.  Steve Hills will decide on the level of investigation into the complaint and the outcome will be recorded on file.