Complaints Policy

Compliments, Complaints & Comments Policy

of 3counties accounts training service Ltd (3cats ltd)

The company is pro-active in maintaining a continuous assessment of its delivery performance to its learners. This activity generates both Compliments, Comments and Complaints/Dissatisfaction.

All learners are requested to complete an end of course review. The results of these reviews are then analysed, and low satisfaction scores followed up with the learner to identify the perceived area of weakness in our delivery and resources. Learners are thanked for their time and input.

Compliments

These are logged by the tutors and categorised into:

Course Delivery

Course Content

Wellbeing

They are reviewed by the Directors providing input into the continuous development of delivery plans and resource content. Their analysis is used as part of the annual contract self-assessment reports.

They also assessed as possible learner stories. If they are suitable then the learner is contacted and asked if they would like to provide an expanded version for use as a learner story. Guidance is given as required.

Comments

These again are categorised into positive and negative within the categories used for Compliments.

The key issue with these comments is that whilst they may not be full Compliments or Complaints analysis of them, they may well disclose a developing pattern which is particularly important especially in the initial stages of a new course introduction or qualification criteria change.

Complaints

3cats ltd views complaints as an opportunity to learn and improve for the

future, as well as a chance to put things right for the person or organisation that has

made the complaint.

Our policy is:

• To provide a fair complaints procedure which is clear and easy to use for anyone

wishing to make a complaint

• To publicise the existence of our complaints procedure so that people know how to

• To make sure everyone at 3cats ltd knows what to do if a complaint is

received

• To make sure all complaints are investigated fairly and in a timely way

• To make sure that complaints are, wherever possible, resolved and that relationships

are repaired

• To gather information which helps us to improve what we do

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any

aspect of 3cats ltd.

Where Complaints Come From

Complaints may come from clients, learners, students, partners and accrediting bodies

A complaint can be received verbally, by phone, by email or in writing.

Confidentiality

All Compliments, Complaint and Comments information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Responsibility

Overall responsibility for this policy and its implementation lies with the Managing Director

Review

This policy is reviewed regularly and updated as required.

Next review: 18/03/2027