Statement of Intent

VQ Solutions Ltd recognises the importance of having a documented procedure to be followed when any learner, individual or employer who is dissatisfied OR pleased with the service they have received from VQ Solutions Ltd raises a complaint, expression of concern OR a compliment.

VQ Solutions Ltd is committed to addressing instances of dissatisfaction in a timely manner, and to the satisfaction of all concerned.

Purpose

The purpose of this procedure is to outline the documented process to be followed when dealing with complaints or expressions of concern that have been raised by any learner, individual or employer, in relation to the services and conduct of VQ Solutions Ltd.

Scope

This policy shall incorporate all instances where a complaint or expression of concern has been received and shall outline the course of action to be taken to address such complaints, to the satisfaction of all parties.

Responsibilities

The following staff member[s] of VQ Solutions Ltd shall be responsible for receiving and dealing with complaints.

Annabel Gilmour - Director

Making a Complaint

When an informal complaint is received it is expected to be resolved by the individual in receipt of the complaint. When the issue cannot be resolved a formal complaint needs to be issued.

In instances where a complaint has been received by VQ Solutions Ltd, the individual in receipt of the complaint shall record the following key details:

  • The name and contact details of the individual raising the complaint;
  • The date upon which the complaint is raised;
  • The date on which the complaint relates to;
  • The main details of the complaint.
  • The person in receipt of the complaint shall write to the individual within three working days of receiving the complaint, outlining the steps to be taken. The relevant timescales will be highlighted by which the individual can reasonably expect to have their complaint dealt with.

The company shall investigate fully the complaint within five working days of receipt, speaking to all of the parties involved and gathering all relevant information and documentary evidence in the process. At each stage of the investigation, the company shall keep a record of progress and a log of the information and documentary evidence that has been collated.

If a complaint cannot be investigated fully to a point of conclusion within a period of five working days, the company shall write to the individual concerned, informing them of progress and to agree on a timescale by which the complaint can realistically be investigated and resolved.

The company shall, after fully investigating the complaint, write to the individual, outlining the key points of the investigation and highlighting the corrective action that has been taken to resolve the complaint. Where appropriate, the company shall outline the preventative action that has been taken, to ensure that similar complaints should not be received in future instances.

If a complaint cannot be resolved it can be escalated to the Education and Skills Funding Agency