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 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.
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 firstname.lastname@example.org. 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.
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 inquiry 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.