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Complaints Procedure

Engineering Trust Training Ltd (ETT) aims to provide high quality services which meet your needs. We believe we achieve this most of the time, but from time to time things can go wrong, if we are not getting it right please let us know. In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know if, for any reason, you are not entirely satisfied with our services or dealings with ETT.

If you are unhappy please tell us.

If you are unhappy about any instance related to ETT service please speak, in the first instance, to a relevant Staff Member or Manager.   If you are unhappy with an individual sometimes it is best to discuss this with them directly. If you feel this is difficult or inappropriate, then speak to the staff member's Manager. If you are unsure of the approach to take please speak to any staff member, in confidence, for advice and guidance.

Often we will be able to give you a response straight away. When the matter is more complicated we will give you at least an initial response within five working days.

Formal Complaint

If you are not satisfied with our initial response or wish to raise the matter more formally, please write to the Chief Executive. Should your complaint be against the Chief Executive please write to the Chair of Trustees.

All formal complaints will be logged. You will receive a written acknowledgement within three working days. The aim is to investigate your complaint fully and give you a response within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

If after we have responded you are not satisfied, please write to the Chair of Trustees who will refer the matter to the next Trustees meeting, at which it will be discussed and any further steps needed to resolve the situation agreed.

Finally, please also let us know if you are happy with the Engineering Trust Training’s services. 

 

Formal complaints, marked Private & Confidential, can be sent to:

Engineering Trust Training Limited, 2 The Courtyard, Home Farm, Caversfield, Bicester. OX27 8TG