Complaints Policy

Introduction

SB SKILLS SOLUTIONS LTD is committed to providing the best possible service, and we recognise that occasionally customers may feel that they have cause to complain about the
service they have received.

We encourage feedback from all customers, including complaints and have developed a complaints policy and associated complaints procedure, which details how individual
complaints will be handled.

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.

Aims

SB SKILLS SOLUTIONS LTD aims to resolve complaints quickly, fairly and effectively.
SB SKILLS SOLUTIONS LTD 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 result of any investigation

  • Seek to learn from each complaint to improve future performance
  • Keep our customers informed of the progress of their complaint and result 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 the right to complain to the Skills Funding Agency if they remain dissatisfied after their complaint has been through all stages of the internal complaint’s procedure

SB SKILLS SOLUTIONS LTD Complaints Policy and associated Procedure will be readily available to customers.

Aims

SB SKILLS SOLUTIONS LTD aims to resolve complaints quickly, fairly and effectively.
SB SKILLS SOLUTIONS LTD 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 result 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 the right to complain to the Skills Funding Agency if they remain dissatisfied after their complaint has been through all stages of the internal complaint’s procedure

SB SKILLS SOLUTIONS LTD Complaints Policy and associated Procedure will be readily available to customers.

Monitoring

  • SB SKILLS SOLUTIONS LTD is committed to continuous improvement in service delivery.
  • SB SKILLS SOLUTIONS LTD will make it easy and straightforward for you to make a complaint
  • SB SKILLS SOLUTIONS LTD will endeavour to respond to your complaint within the published timescales and keep you informed
  • SB SKILLS SOLUTIONS LTD will ensure that you have a full explanation to your complaint in your preferred format
  • SB SKILLS SOLUTIONS LTD will tell you if changes have been made to services following your complaint
  • SB SKILLS SOLUTIONS LTD will tell you if changes have been made to services following your complaint

Responsibility

The Managing Director is responsible for developing and encouraging good customer care handling practice.

Compliance with the Complaints Policy is the responsibility of all members of the company.

Communication

The SB SKILLS SOLUTIONS LTD Complaints Policy is available in hard copy, and via our website.
Please contact the Managing Director if you wish to access this document in another format.

Equality & Diversity

Learners have the right to express dissatisfaction with the services they receive from SB SKILLS SOLUTIONS LTD. Learners using this policy can expect to be treated fairly and without discrimination.