Empentis Training Solutions are committed to providing a client focused, consistent, credible and continuously improving portfolio of services and as such are committed to listening and responding to our clients, associates and partners to continually improve the service we provide and are committed to giving all of those we deal with the opportunity to express satisfaction, or dissatisfaction, with our service, policies, processes and procedures, and to improving those policies, systems and procedures where appropriate in order to improve our service.
What is a “complaint”? – A complaint is an expression of dissatisfaction about the service or person that requires further investigation.
Where a contract exists between Empentis Training Solutions and another party, the terms of the contract will apply following the informal stage. Complaints should be handled in a professional non-confrontational manner.
All complaints are to be escalated to the Quality Manager who takes the responsibility to ensure the informal complaint has been acted upon within 3 working days and all responses are documented and kept on file to conclude the agreed outcome to satisfy the complaint.
Within 3 working days:
The Quality Manager will acknowledge receipt of the formal complaint to the complainant (and forward a copy to the assigned investigating manager)
Within 10 working days:
The investigator will conclude the investigation and a response to the complaint. If it is not possible to conclude within 10 days, the investigator will send the complainant an indication of how the complaint is being addressed and when they will receive a detailed response.
All copies of correspondence between parties relating to the complaint should be forwarded to the Quality Manager to file within the complaints record.
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