Complaints Policy and Procedure
The quality of services delivered by IT Your Way personnel is of the highest importance. We look to continuously improve the services we provide and we aim to learn from any concerns or complaints that are brought to our attention. Complaints will always be dealt with in a professional and considerate manner, and we will respond to concerns as quickly as possible. We aim to ensure that making a complaint is an easy process for our clients.
If you are unhappy about any aspect of the service you received from us, please raise your concerns directly with us immediately. A complaint can be made by a training client, his/her representative or his/her funding body.
There are 3 stages in the complaints procedure and each stage must be fully completed before proceeding to the next one. You are advised to keep copies of all the documents used in the complaints procedure.
Stage 1 (“on-the-spot”)
If you are in the process of receiving your training, you should first contact your trainer who will ensure that your concerns are dealt with fairly and quickly. You should raise your concerns within 7 days of the matter in question. Your trainer will fully investigate your concerns and address any raised issue/s accordingly.
If your complaint is about your trainer and it would be inappropriate to discuss the matter with him/her, please proceed straight to Stage 2.
Stage 2 (“contact the office”)
If you are not satisfied with the outcome of stage 1 or if you are no longer receiving training or your complaint is about your trainer and it would be inappropriate to discuss the matter with him/her, please contact the IT Your Way Office on 020 8287 4835 or email firstname.lastname@example.org where your concerns will be investigated. A response will be sent to you within 5 working days.
Stage 3 (“escalated”)
If you are not satisfied with the outcome of Stage 2 you will need to submit your complaint to us in writing through the post or via email, where it will be passed to a company director. Please include a copy of any supporting information you may have. This will assist in reaching a speedy conclusion to the complaint. Please email us at email@example.com. A response to your appeal will be sent to you within a maximum of 28 days.
Stage 4 (“escalated”)
If you remain dissatisfied, you may wish to take the matter further with your own independent arbiter, your funding body (e.g. Student Finance England) or your statutory body. We will give you the contact details on request.
If you still remain dissatisfied, you may contact our independent legal adviser i.e. Lucy Moreton by emailing her at firstname.lastname@example.org
If you find it helpful, you are at liberty to ask a friend, member of your family or a member of the Disability Support Team at your Higher Education Institute to assist you or liaise on you behalf.
Please note that all complaints will be logged and these records will be made available to statutory regulatory bodies where requested for audit purposes. No personal details will be passed on.
If you require a copy of this information in an alternative format for accessibility purposes, please contact us to advise us of this, specifying the alternative format required.