One of the main concerns of the Company is that the period of time learners spend on their training programmes are spent in a happy and pleasant environment which will result in the achievement of their learning aim.
A complaint is any expression of dissatisfaction by an individual. An individual may make a complaint if they feel SP Training has:
It is important that we are made aware of any problems that may arise so that it doesn’t develop into a major issue. Learners should not feel that complaining will jeopardise their employment or place on the training programme. A problem cannot be resolved if no-one is aware that it exists. The aim of this policy is to ensure that there is a means for learners to highlight any issues or problems they may have. The Company also welcome positive feedback to enable sharing of good practice and aid continuous improvement. To achieve these aims we will do the following:
Stage 1 – Informal discussions – Tutor/Assessor
Stage 2 – Department Manager
Stage 3 – Operations or Commercial Director
Stage 4 – Managing Director
Should the complainant remain dissatisfied with the outcome of their complaint they can escalate the complaint directly to the relevant awarding organisation or qualification regulator, details of which will be provided upon request
All Complaints and Grievances will be monitored by the Quality & Compliance Department and discussed at management meetings.
This policy is approved and endorsed by the Executive Team and will be reviewed on an annual basis.
"We find the team at SP Training to be highly experienced, knowledgeable and a pleasure to deal with. Their understanding of our training needs and the logistics sector in general is second to none. With an innovative and flexible approach to our requirements this makes them an ideal business partner and our training provider of choice."
Neil Robinson, Director – Tyson H. Burridge