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


Emma Jackson

Course Mentor

Emma joined SRSCC in 2019 on a freelance basis taking on a teaching and learning consultancy role. She has 20 years of experience in education as a qualified teacher, working in adult learning, secondary and primary school settings in the UK as well as abroad, namely Japan, Hungary, and France. 

More recently Emma has been teaching yoga, resilience, and mindfulness in primary schools to promote the physical and mental well-being of both pupils and staff.

Being multi-lingual and having a zeal for communication, cultural exchange and life-long learning Emma jumped at the opportunity to join the company as a Course Mentor. Building a good rapport with her learners, supporting them to overcome any challenges on their apprentice journey and facilitating them to fulfil their potential is her motivation.

Cumbrian born and bred in the Lake District, Emma enjoys the outdoors. When not relaxing in tree pose, she is most at home trail running in the hills with her husband and dog. Having clocked up 4 marathons to date, the application of her long-distance running mindset of perseverance, determination, discipline and patience is key to supporting her learners in their studies.

SRSCC Staff Images Ashlee Scribbins

Ashlee Scribbins

Office Administrator

Ashlee has joined the SRSCC team as an Office Administrator, and with a level 2 and 3 in Business Administration, she fits right in!

Ashlee has a wide range of experience from working as a Legal Secretary for the Royal Air Force to managing a team. Ashlee is eager to use her customer service and business administration skills for her new role at SRSCC.

SRSCC Staff Images Declan Hemingway

Declan Hemingway

Sales and Business Development Assistant

Declan recently graduated University studying BSc Business and Management with Marketing achieving a 2:1 and was looking for a role in Business Development to put his knowledge and education to the test.

He has a strong desire to grow the SRSCC brand and customer base. Working alongside our Business Development and Relationship Manager; he looks to strengthen both our Commercial and Apprenticeship learner portfolio by liaising with potential and existing learners through building customer relationships and understanding their requirements.