Complaints Policy & Procedure

Our complaints policy

We are committed to providing a high-quality service to all our delegates/clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

If you have a complaint, please contact Operations Manager with the details by email or in writing to:

SR Supply Chain Consultants Ltd
Business First
Millennium City Park
Millennium Road

We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to our regulating body CIPS, OFSTED, ESFA.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to the Course Coordinator, who will review your matter file and speak to the member of staff who acted for you.
  3. The Course Coordinator will then invite you to a meeting to discuss and hopefully resolve your complaint. S/he will do this within 14 days of sending you the acknowledgement letter.
  4. Within three days of the meeting, the Course Coordinator will write to you to confirm what took place and any solutions s/he has agreed with you.
  5. If you do not want a meeting or it is not possible, the Course Coordinator will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter. 
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for our Lead Tutor to review the decision.
  7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  8. If you are still not satisfied, you can then contact:

Education Skills Funding Agency

0370 267 0001

Contact Ofsted about concerns

0300 123 4666

The Chartered Institute of Procurement & Supply
Easton House
Easton on the Hill

Tel: 01780 756777

Dispute Resolution Procedure

Either Party may give to the other written notice (a Dispute Notice), setting out the nature and particulars of the disputed matter (the Dispute) together with relevant supporting documents. On service of a Dispute Notice, CUSTOMER Representative and SRSCC Representatives (together the Representatives) shall attempt in good faith to resolve the dispute. If the Representatives are unable to resolve the Dispute within 30 days of service of the Dispute Notice, the Dispute shall be referred to the chief executive officer of CUSTOMER (or equivalent or senior representative) and chief executive officer of SRSCC (together ‘the chief executive officers’) who shall attempt in good faith to resolve it.

If the chief executive officers are unable to resolve the Dispute within 30 days of it being referred to them, the Parties shall attempt to settle the Dispute by mediation in accordance with the Centre for Effective Dispute Resolution (CEDR) Model Mediation Procedure. Unless otherwise agreed between the Parties, the mediator shall be nominated by CEDR. The following process shall be followed:  to initiate the mediation, a Party shall serve notice in writing (an ADR Notice) to the other Party to the Dispute, requesting a mediation; a copy of the ADR Notice should be sent to CEDR; and the mediation will start not later than 30 days after the date of the ADR Notice. If the Dispute is not resolved within 90 days after service of the ADR Notice, or either Party fails to participate or to continue to participate in the mediation before the expiration of the said period of 90 days, or the mediation terminates before the expiration of the said period of 90 days, the Dispute shall be finally resolved by the courts of England in accordance with Clause 30.  The commencement of mediation shall not prevent the Parties commencing or continuing court proceedings in relation to the Dispute at any time.

Want to learn more? Contact our team now