Customer Complaints Procedure

Complaints about our organisation are important and XI Training will do our best to correct any issues.

 Customer Complaints Procedure has the following goals:

• To deal with complaints fairly, efficiently and effectively;
• To ensure that all complaints are handled in a consistent manner throughout;
• To increase customer satisfaction;
• To use complaints constructively in the planning and improvement of all services.

How to complain:

XI Training would like to sort out any complaint as soon as possible.

Many complaints can be resolved informally. In the first instance contact us and speak to the member of staff who dealt with you or ask to speak to the General Manager, who will try to sort the matter out.

If you make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well.

If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint in writing and send it to: Glen Pearson, Managing Director- This email address is being protected from spambots. You need JavaScript enabled to view it.

What Happens Next?

You will receive acknowledgement of your complaint within 5 working days. You may be contacted to make sure that we have understood your complaint properly. You may be interviewed by the person investigating the complaint.

You will receive a response to your complaint within 28 working days of its receipt

In all cases, a complaint will be given full and fair consideration.

Complaints – Wider Implications

XI Training will consider the wider implications of any complaint to identify the potential impact on other learners or other processes as follows:

Referral of complaint to the General Manager in the first instance and Managing Director as an escalated route.

• Record complaint in the Complaints Register, regardless of outcome.
• Communicate the corrective actions where they apply and ensure that all staff and complainant are aware of the outcomes.

This process dovetails with XI Training’s Appeals Procedure which allows for further escalation within XI Training’s quality processes and adherence to external course accreditation bodies own quality processes.

The following actions will be taken to reduce the likelihood of the complaint re-occurring?

• XI Training will ensure that all members of the management/ operational team are aware of when complaints arise, how complaints have been handled and what feedback has been received/ recorded by way of daily ‘Tool Box talks’.
• XI Training’s Complaints Policy (this document) has been made publicly available at https://www.xitraining.co.uk/our-policies/customer-complaints-procedure
• Complaints are monitored as they arise and recorded/ reviewed at quarterly management meetings to identify and rectify trends which may impact other learners or XI Training’s brand identity and credibility.
• Where a complaint is upheld, XI Training will limit/ remove the impact on other learners by taking appropriate corrective action to ensure that delegates/ learners are in no way disadvantaged by (any) changes in XI Training’s operational approach or revised policies and / or procedures.

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