In the event of a participant expressing a complaint or being dissatisfied with the course or aspects of the course, the following procedure is put in place. This refers to both verbal complaints and those on the evaluation form. Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
All feedback, whether positive or negative, is taken very seriously and responded to which allows for future courses to then be adapted accordingly. I will endeavour to deal with complaints in an efficient, timely and professional manner. This involves honest and open communications, owning up when things go wrong and apologising to participants if there have been mistakes on my part or with my team members. I will keep you informed of the progress with this matter, if you wish.
The client will be given the opportunity to discuss the matter with me or another of my key team members if you find that easier, which can be by phone, email or letter or face-to-face.
If you have a specific complaint about any of the invited speakers on the course, please do not hesitate to contact me via phone, email or letter and I am happy to meet with you in person. I will act promptly and relay this back to the speaker and make the necessary changes for future courses. I will also, if you wish, keep you informed of the situation.
The complaint will provide me and my team the opportunity to reflect on our practice and prevent complaints of a similar nature happening again in the future.