Aevitium LTD Complaint Policy
A grievance, problem, difficulty or concern

Policy Statement

 

Aevitium LTD recognises the importance of complaints and welcomes complaints as a valuable form of feedback about its services. We are committed to using the information we receive to help drive forward improvements.

 

This procedure outlines the aims of Aevitium LTD in dealing with complaints and sets out what you as the customer or client can expect when making a complaint regarding a service. A complaint is a way of letting us know that you are not happy with a particular service. We welcome your feedback. A complaint may be about delay, lack of response, discourtesy, failure to consult or about the standard of service you have received.

 

So please let us know if:

 

• you think we have done something wrong

• we have not done something that we said we would do

• you are not satisfied with a particular service or set of services that we provide

 

Anonymous Complaints

 

We understand that it might be difficult for you to complain because you are worried that your complaint could result in a poorer service.  Please be assured that we treat all complaints in the strictest confidence, and that it is your right to complain. If you do not provide us with a contact name or address, it will not be possible for us to get back to you with the outcome of the investigation

 

Complaints Procedures

 

In the first instance, the complaint should be discussed with the team member concerned and resolution sought within 48 hours of the incident occurring.  If this is successful and a resolution is reached, the complaint should be documented on the form below for filing by the team member. There will be no further action taken.

 

In the case of an individual wishing to make the complaint, who feels unable to discuss the complaint with the team member concerned, the matter should be referred to the Training Manager or Company Managing Director within 48 hours of the incident occurring using the form below. 

 

On receipt of the complaint, the nature of the complaint will be brought to the attention of the team member concerned and discussed within 48 hours of receiving the complaint. The Training Manager will then contact the individual making the complaint with a view to resolve.

 

If resolution cannot be found, the Training Manager will arrange a meeting with all relevant parties and agree a resolution. This will take place within 30 days. This will be final.

 

The Company Managing Director will maintain a record of all complaints and make these available on request. All complaints must be regarded as confidential and discussed only with those parties involved. 

 

In the instance where the complaint is around an assessment / verification decision, then the stages outlined in the Appeals Procedure must be followed.