Complaints Procedure
Our Aim
Logistics Learning World is committed to providing excellent services for our customers and achieving the highest standards of conduct. One of the ways in which we can continue to improve our service is by listening and responding to the views of our stakeholders. We therefore aim to ensure:
- Making a complaint is as easy as possible.
- We treat a complaint as any clear expression of dissatisfaction with our services which call for a response.
- We treat it seriously whether it is made in person, by telephone, by letter, by fax or by email.
- We deal with it promptly, politely and where appropriate, informally.
- We respond in the right way – for example, with an explanation, or an apology where we have got things wrong or information on any action taken etc.
- We learn from complaints and use them to improve our service.
- We provide responses which are clear and easy to understand.
- We are open and honest and deal with matters confidentially.
How to make a Complaint
If you feel you need to make a complaint it is important that you contact us and tell us:
- What the complaint is.
- When it happened.
- What you have done about it.
- Whom you reported it to and who has been involved.
- How you would like it resolved.
You can make a complaint in writing, by fax, by e-mail, by telephone or in person.
We would encourage you to let us know your complaint as soon as possible but do ask that you complain within one month of the issue first arising.
We believe that the majority of problems can be sorted out by discussing the issues with the relevant members of staff and we encourage you to do this. Where this has not resolved your problem or for some reason you do not wish to discuss your complaint at this level we understand that you may wish to take things further.
There are three stages to our complaints procedure:
- Review by the appropriate Manager.
- Review by the appropriate Director. You should advise us as to why you remain dissatisfied and advise us what you would like to happen to resolve your complaint.
- Review by either a Board Member, either the Chief Executive or Chief Operating Officer. They will receive a report on your complaint including copies of the information you have sent in. You will get a copy of this and be invited along with a friend or representative to discuss your complaint.
Timescales
We understand that it is important for you to have your complaint resolved as quickly as possible.
At each stage we will provide a response within five working days, sooner if possible. In our reply, to avoid any further delays we will also provide you with details of what to do next and a named person to contact if you still remain unhappy.
