Complaints Policy & Procedure

It is Liral Veget’s aim to offer all our customers including learners, their institutions and their employers the required level of support and guidance to enable learners to achieve their qualifications in the most effective and efficient manner as possible. However, it is accepted that there may be times when our customers, learners, their institutions or their employers or referral organisations are unsatisfied with the service they receive.

As a training provider, we hope that such complaints could be settled at the local level through open discussion with the management without any fear or prejudice or discrimination.

Liral Veget wishes to improve and develop its services and welcomes feedback verbally or in writing, at all times. You are welcome to make observations and constructive criticism and suggestions on how improvements can be made to our services and any time.

If you wish to make a complaint about our services, we have set out the framework for this. If you have any queries about this process, please do not hesitate to contact us.

THE PROCESS

For all comments, we ask any individual to contact our office directly or in writing and let us know what you wish to say. Where there is a complaint, the following process is in place.

If a client representative or any other member of the public is unhappy with our service, they should contact the manager, (this can be by telephone, in writing or by e-mail to info@liralveget.co.uk. This can be done in person, via a representative by telephone, e-mail or in writing. It is important that we have the complaints as soon as possible after an incident so that we can investigate in a timely and appropriate manner. In order to ensure effective investigation, it is important that the following information is included:

➢ What the complaint is all about?
➢ What actually happened?
➢ Where and when it occurred?
➢ Who was involved?

Local resolution will allow for the complaint to be dealt with as quickly as possible, normally without delay when in contact with the office. Where the complaint is of a serious nature and cannot be dealt with directly, the following process applies.

If not already done, we will ask for the complaint to be confirmed in writing. We will issue an acknowledgement of the complaint within 48 hours of receipt. (72 hours if over a weekend).

We will ask you to attend the office, where possible, to discuss the issue and if you are unable to attend, we will visit you.

We will keep you up to date with the progress of our investigation. This will occur within two weeks of receipt of the complaint.

Liral Veget Training & Recruitment – Complaints Procedure-28th Jan. 2019 Page 2
We endeavour to ensure that you are satisfied with the outcome of our investigation and will confirm our findings to you in writing.

We aim to complete the process within one calendar month. We will demonstrate that where our processes have been found to be at fault, we will take steps to change them to prevent a recurrence.

Where investigation into the complaint suggests a recurring pattern of incidents, or where a similar incident/complaint is noted on several occasions, Liral Veget will commission an enquiry into processes and practices related to the issue.

This may be undertaken by management representatives or by an external individual/body. Liral Veget commits to taking action to address any issues identified by any such inquiry.

If you are not satisfied with the outcome, the issue will be referred to the Managing Director. If you are still not satisfied, appeals can be made to the Directors of the company.

TEACHING RELATED COMPLAINTS

As a centre we hope that such complaints could be settled at local level through open discussion with the assessor or internal verifier without any fear or prejudice or discrimination.
In the event of a complaint remains unresolved the following procedure will come into operation where an organization, candidate, assessor and internal verifier feel that there is no other means of resolving the complaint:

1. The complaint to be put in writing to the centre manager who will acknowledge receipt within 48 hours
2. The centre manager will undertake to investigate the complaint and the complaint can expect a reply within 10 working days of acknowledgement. The centre reserves the right to seek the advice of the awarding body in resolving the complaint.
3. The complainant has a right to attend any meeting relating to the complaint and may be accompanied by a close relative or colleague
4. If the complaint is upheld the Director or centre manager will determine the course of action to remedy the situation.
5. If the complaint is not upheld or the complainant is unhappy with the outcome, they can refer the matter to the awarding body for further consideration under their complaints policy.
6. Records of all complaints will be maintained and available for examination by representatives of the awarding body for a period of 3 years

 

 

To view or download our Complaints Policy & Procedure click here.