Complaints Policy & Procedure

1.     Our complaints policy

We are committed to providing a high-quality service to all our Learners, Apprentices and Employers.  We welcome feedback from our customers and complaints are a valuable source of information to help us to:
  • Learn and improve the standards and services we delivery
  • Put things right when they have gone wrong.
We are committed to resolving issues in a fair, timely and efficient manner.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards and our customer satisfaction. The objective of this complaints policy and procedure is to:
  • Ensure our customers know how to make a complaint and how the complaint will be handled
  • Ensure that complaints are dealt with consistently, fairly and withing clear time frames
  • Provide our customers with an effective method to complain
  • Ensure our complaints are reviewed and monitored to improve our services
SRSCC will ensure that:
  • All complaints are treated confidentially where possible
  • We listen carefully and objectively to each complaint
  • All complaints are recorded accurately and stored in accordance with Data Protection Act
  • All complaints are investigating fully, objectively and within the stated time frame
  • Any actions implemented to avoid further re-occurrence are communicated to complainant
  • Report statistics to Management Hierarchy on an annual basis including numbers, outcomes and action taken
This policy and procedure related only to the services offered by SRSCC.

2.     What is a complaint?

A complaint is an expression of dissatisfaction by an individual whether justified or not.  Usually, a statement that something is unsatisfactory or unacceptable. Our Employers, Learners or Apprentices may make a complaint if they feel SRSCC has:
  • Failed to provide a service
  • Failed to provide an acceptable service
  • Made error in the service that was provided
  • Acted in an inappropriate way
  • Provided an unfair service

3.     How to raise a complaint

There are two types of complaint: formal and informal.   Informal complaints should be resolved quickly and informally. All complaints should be logged by the a member of staff and passed to Customer Support Coordinator. Where complaints cannot be resolved straightaway, or where a person is still dissatisfied following an informal complaint, these will be formally investigated through SRSCC’s complaints procedure and a response made in writing.  If they continue to be dissatisfied following the Formal procedure, an appeal for further independent investigation will be considered and, when appropriate, will be carried out by a member of the SLT.   Formal Complaints should be made in writing and will be formally investigated in the following instances:
  • When an informal complaint cannot be resolved
  • As a result of continued dissatisfaction after informal procedure investigations
  • All written complaints
If you have a complaint, please contact Customer Support Team with the details by email support@srscc.co.uk or in writing to: SR Supply Chain Consultants Ltd Parkside House 190-192 Wigan Road Euxton Chorley Lancashire PR7 6JW

4.     Expected time for complaint to be resolved

SRSCC aim to resolve a complaint within eight weeks. If we have not resolved it within this time you may complain to our regulating body CIPS, OFSTED, ESFA.

5.     What happens when you raise a formal complaint?

  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. Customer Support Coordinator will arrange a suitable time with you to investigate and discuss your complaint.
  3. The Customer Support Coordinator will investigate your complaint.
  4. The Customer Support 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.
  5. Within three days of the meeting, the Customer Support Coordinator will write to you to confirm what took place and any solutions s/he has agreed with you.
  6. If you do not want a meeting or it is not possible, the Customer Support 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.
  7. At this stage, if you are still not satisfied, you should contact us (appeal) again and we will arrange for a member of the Senior Leadership Team to review the decision.
  8. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint explaining our reasons.
  9. If you are still not satisfied, you can then contact:
Education Skills Funding Agency 0370 267 0001 https://www.gov.uk/government/organisations/education-and-skills-funding-agency Contact Ofsted about concerns CIE@ofsted.gov.uk 0300 123 4666 https://www.gov.uk/government/organisations/ofsted The Chartered Institute of Procurement & Supply Easton House Easton on the Hill Stamford Lincolnshire PE9 3NZ Tel: 01780 756777 https://www.cips.org

6.     Complaints upheld

When a complaint has been upheld, the response must be in writing and must contain the following standard information:
  • A brief explanation of why the situation arose
  • A full apology
  • Brief details of the corrective action to be taken, and the time limits within which it will be completed.
  • Details of who to contact if the complainant is dissatisfied with the response and wish to appeal against it (if appropriate)
  • Where a complaint has revealed a fault in the internal systems/procedures of SRSCC, then these will be examined to help ensure that similar complaints do not recur. Where appropriate the complainant will be informed of any changes made as a result of their complaint.

7.     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.  The commencement of mediation shall not prevent the Parties commencing or continuing court proceedings in relation to the Dispute at any time.

8.     Accountability

SRSCC is responsible to the Governing Board for ensuring that the Complaints Policy and Procedure is adhered to and achieving its objectives. The designated manager (Central Services and Admin Manager) is responsible for the monitoring and review of this policy and objectives plus the production of the annual report which is presented to the Governors.

9.     Monitoring and Review

To provide real benefits from the complaint’s procedure, it is essential that all complaints received are monitored, reviewed, and analysed. This will help to ensure that:
  • Action can be taken to prevent the recurrence of the problem, through changes to policies, procedures and practices
  • Information can be fed into the planning process and will influence future resource allocation and service provision
  • Performance can be reviewed by SRSCC management and by governors
  • Provide a better service for learner/customers
This policy will be reviewed bi-annually and the Responsible Manager will present an annual report on the policy progress, objectives and trends to the SLT and Governors.

Want to learn more? Contact our team now

Staff Member

Jen Shepherd

Admin and Customer Service Manager

Jenn completed her Apprenticeship in Business and Administration in 2008 and has since built upon a foundation of knowledge and skills in the administration and customer support areas.

Jenn has a degree, as well as a master’s degree, in English which have helped support her commitment to compliance and attention to detail.

Since returning to work from maternity leave in 2020, Jenn has worked in education settings and has an in-depth knowledge on Safeguarding and Child Protection, which she believes is a key part of all employees’ role when working with learners.

Outside of work, Jenn lives with her husband and two young daughters. She had her first book published in 2022 and advocates for the mental wellbeing of new parents.

michelle whalley

Michelle Whalley

Course Progress Mentor

Michelle graduated from Liverpool John Moore’s University in 2003 with a BA(HONs) in Physical Education, Sport, Dance and English, with Qualified Teacher Status. Michelle now holds 20 years’ experience of working in education. Her experience to date is hugely diverse, with a love for learning and striving for excellence across all areas of her life developed from when she was a young girl, representing her country at Athletics. It was from this platform Michelle developed a disciplined approach to every tasks set of her. During her time in teaching, she has taught a wide range of subjects, been a pastoral leader, and led ITT programmes.

Michelle prides herself on her ability to get the best possible outcomes out of people. This has been proven not only in the time she’s spent in education, but also in the set up and running of her own business.

Working in a fast-paced environment, especially becoming a Head of Year as well as teaching has consistently challenged her and ensured she’s flexible and adaptable

Lucy Eckersley

Lucy Eckersley

Administration Assistant

After recently graduating university and achieving a first-class degree in Drama, Lucy wanted to apply her production management experience to an administration role in business. Having worked part time jobs as a waitress and office receptionist during her education, Lucy has good customer service skills and enjoys helping customers and clients by addressing their queries. Lucy is excited to be working at SRSCC and is keen to use her process driven way of working to increase the effectiveness of SRSCC’s administrative processes. In her free time, Lucy enjoys watching musicals and running. She also enjoys spending time outdoors, and loves going hiking from her caravan in the Yorkshire Dales.
Tom Himsworth

Tom Himsworth

Administrative Assistant

Tom graduated from Edgehill University in 2015 with a degree in Creative Writing. After Tom’s journey through university, he worked extensively within the Healthcare sector in mostly administrative roles. It was here that he found his natural organized and observant manner was best suited as it allowed him to understand how each work environment operated, and where processes, customer service and communication could be improved for the benefit of everyone. Throughout his working life, Tom has gained experience with varying mental health conditions and is passionate about advocating the importance of mental health support and well-being. He is currently looking into various volunteer schemes to help champion mental health awareness. Along with this, Tom is an avid writer and is usually working on a story or two and is passionate about learning more about all forms of creative media.
Estelle Marsden

Estelle Marsden

Customer Support Coordinator

Estelle has completed apprenticeships in both Business Administration and Customer service. Her first Role after leaving school was a receptionist at a Podiatrist and that is where she found her passion for helping people and providing positive customer experiences. After 4 years she then moved into retail where her skills progressed further. Estelle has several years’ experience in a customer facing environment, which has led her to the role of Customer Support Coordinator here at SRSCC. Estelle is hoping to expand her expertise further and progress with SRSCC. Other than her passion for Customer Service. Estelle enjoys walking, Hiking, and exploring in her free time. She also enjoys going to the theatre and watching true crime. Estelle likes to spend most of her time with family and friends.
emmaj

Emma Jackson

Course Progress 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

Business Development Account Manager

 

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.