Complaints Procedure

Staffordshire Operator Training encourages comments and compliments. We also accept that in some circumstances complaints may be levied. Making our complaint procedure accessible and simple to use is important to help affect a prompt response. This process is an essential part of our customer care procedure. We believe our approach highlights that we value the views of our customers and that strive to continually improve our service. We have tried to make our complaints procedure easy to understand and use :-

Step 1
The informal approach

Problems can usually be rectified by listening to an individual’s problem, explaining the situation and discussing the way forward.

We call this the informal approach and we recommend you start here.

Who should I talk to first?

This may depend on what the complaint is about. Your Assessor or Instructor might be the person to talk to first or you may prefer to talk to a Manager.
There are other people within the Centre who may also offer advice, support and guidance:

• Centre Advice and Guidance staff
• Internal Verifier
• Any other members of staff who the complainant feels comfortable talking to.

In our experience most complaints can easily be resolved this way.  If, however you do not feel your complaint has been dealt with successfully you may wish to make a formal complaint

Step 2
The formal approach

Please complete a complaint recording form and email to sandra@operatortraining.co.uk
or send a letter in writing to address below.

S Williamson
Staffordshire Operator Training
Mill farm
Gratton Lane
Endon
Stoke on Trent
ST9 9AG

Alternatively, you can speak to a member of staff who will help to fill in a complaint recording form.

An initial investigation of the complaint will be completed within 10 working days and we will endeavor to contact you by telephone with the outcome.

If unsuccessful we will attempt another two telephone calls.

Should these be unsuccessful we shall write to you.

All documentation relating to your complaint will be held for a period of six months.

Step 3
The formal approach

If you feel your complaint has not been resolved successfully and you are not satisfied with the outcome, you may ask for your complaint to be reviewed by the appropriate awarding body under the Appeals Procedure.

Useful Numbers & Contacts
Main Reception – 01782 503500

Director of Training     - Frank Williamson
Director of NVQ           - Sandra Williamson
Internal Verifier           - Maxine Millward
Training Coordinator  - Lynne Mitrano