Complaints Policy
1. Purpose and Scope
THS+ Ltd is committed to providing high-quality training services and maintaining a positive and professional relationship with all our clients and stakeholders. We recognize the importance of addressing any concerns or complaints raised by individuals who interact with our organization.
The purpose of this Complaints Policy is to establish a structured framework for the fair and efficient handling of complaints and to ensure that all complaints are dealt with promptly and appropriately.
This policy applies to all clients, employees, contractors, and stakeholders associated with THS+ Ltd.
2. Definition of a Complaint
A complaint is defined as any expression of dissatisfaction, whether written or verbal, related to THS+ Ltd‘s training services, staff conduct, facilities, processes, or any other aspect of our operations that falls within our control.
3. Complaints Handling Process
3.1 Receipt of Complaints
Complaints can be submitted through various channels, including in person, by phone, via email, or through our official website.
All complaints received will be treated confidentially and impartially.
3.2 Acknowledgment and Record-Keeping
Upon receipt of a complaint, THS+ Ltd will acknowledge the complaint in writing or through other appropriate means within 7 business days.
Complaints will be recorded in a centralized complaint register, which will include relevant details such as the complainant’s name, contact information, nature of the complaint, and actions taken to resolve the issue.
3.3 Investigation and Resolution
The Complaints Handling Officer (CHO) or designated personnel will conduct a thorough and impartial investigation of the complaint.
The CHO may seek additional information from the complainant or other relevant parties to fully understand the circumstances surrounding the complaint.
THS+ Ltd will make reasonable efforts to resolve the complaint promptly and within 14 business days. However, more complex complaints may require a longer resolution period.
3.4 Communication and Updates
Throughout the complaints handling process, THS+ Ltd will keep the complainant informed of the progress and expected timeframe for resolution.
If additional time is needed to investigate the complaint fully, the complainant will be notified, and the reasons for the delay will be communicated.
3.5 Resolution and Follow-up
Once the investigation is complete, THS+ Ltd will communicate the resolution to the complainant in writing or through other appropriate means.
If the complaint is found to be valid, appropriate corrective actions will be taken to prevent similar issues from recurring.
The resolution will also include information about the complainant’s right to escalate the matter if they are not satisfied with the outcome.
3.6 Escalation Procedure
If the complainant is not satisfied with the resolution provided by THS+ Ltd, they can escalate their complaint to the CILT(UK) Awarding Organisation, or generic, Awarding Body
Details on how to escalate the complaint will be provided to the complainant during the resolution communication.
4. Review and Continuous Improvement
THS+ Ltd is committed to reviewing the effectiveness of the Complaints Policy regularly. Feedback from complaints will be used to identify areas for improvement and to enhance the quality of our training services and overall operations.
5. Communication
This Complaints Policy will be made available to all clients and stakeholders through our official website, intranet, and training materials.
By implementing this Complaints Policy, THS+ Ltd aims to foster a culture of openness, responsiveness, and continuous improvement while maintaining the highest level of customer satisfaction.
General Manager
THS+ Ltd
