JB Skills Training is committed to providing the best possible service, and we recognise that occasionally stakeholders may feel that they have cause to complain about the service they have received.
We encourage feedback from all stakeholders, including complaints.
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.
JB Skills Training aims to resolve complaints quickly, fairly and effectively.
JB Skills Training will:
•Aim to put things right quickly for our stakeholders when they go wrong
•Keep our learners, staff and other stakeholders 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 stakeholders of the right to complain to the ESFA if they remain dissatisfied after their complaint has been through all stages of the internal complaints procedure JB Skills Training Complaints Policy and procedure will be readily available to all staff, learners and stakeholders and can be found at www.jb-skillstraining.co.uk
JB Skills Training is committed to continuous improvement in service delivery.
•JB Skills Training will make it easy and straightforward for you to make a complaint
•JB Skills Training will endeavour to respond to your complaint within the timescales and keep you informed
•JB Skills Training will ensure that you have a full explanation to your complaint in your preferred format
•JB Skills Training will tell you if changes have been made to services following your complaint •JB Skills Training will review our policy at regular intervals
The Operations Manager and the Business Development Team are responsible for developing and encouraging good customer care handling practice.
The JB Skills Training Complaints Policy is not only available on our website www.jb-skillstraining.co.uk but also available in hard copy, please request this from firstname.lastname@example.org. Please request if you need this in any other language than English or in braille.
Equality & Diversity
Staff, learners and other stakeholders have the right to express dissatisfaction with the services they receive from JB Skills Training. This policy ensures that stakeholders can expect to be treated fairly and without discrimination.
Procedure All stakeholders have the right to complain and appeal against any aspect of service delivery. JB Skills Training Ltd supports our stakeholders when they feel that our service has fallen below their expectations. Each complaint or appeal will be dealt in a professional and courteous manner by a relevant member of staff. The nature of the complaint or appeal will determine which member of staff will investigate and take action.