Customer Complaints Procedure

In a minority of disappointing cases that a customer has felt dissatisfied with the service they have received, and a complaint is made, the following steps would be taken.

If an instructor were to receive a complaint whilst at a customer premises, they would initially obtain details outlining the nature of the complaint on behalf of The Resources Group. At an appropriate time, for example during a break, the instructor would then make contact with one of our Area or Regional Managers to relay the details and nature of the complaint.

Following guidance from the Operations Manager, the instructor may be able to resolve the situation without further investigation or escalation, if this is feasible this route will be followed. Throughout this process the Area or Regional Manager will be kept fully up to speed with progress to ensure that the complaint is resolved in a satisfactory manner.

If the complaint cannot be resolved whilst on-site, the Area or Regional Manager will take full ownership of the complaint and fully investigate the circumstances to find a resolution to the concern.

Following an outcome being provided to the customer, if in any instance the customer does not feel that the complaint has been satisfactorily resolved; our Director of Operations will initiate further investigations into the matter, and if required, consult with our Managing Director.

Alternatively, if a complaint is received via either email or telephone directly into our Head Office, the details will be obtained and recorded by a Training Co-ordinator or Area/Regional Manager. If a complaint was received by a Training Co-Ordinator, following guidance from an Area or Regional Manager, the Training Co-Ordinator may be able to resolve the situation without further investigation or escalation, if this is feasible this route will be followed.

In the instance that a complaint cannot be resolved by a Training Co-Ordinator, the issue will be escalated to an Area or Regional Manager to fully investigate and resolve.

Similarly, following an outcome being provided to the customer, if in any instance the customer does not feel that the complaint has been satisfactorily resolved, the complaint will be raised with our Director of Operations, who will further investigate the matter and if required consult with our Managing Director.

During the investigation of the complaint the customer will be kept fully abreast of progress and we will inform the customer of a time frame by which we will have a full response and resolution with them, or if further investigation is required the customer will be regularly updated with the progress of their complaint.

The details relating to complaints are logged within a central system on our secure network; the outcomes and resolutions are also recorded and documented, to enable continuous developments and enhancements to be made to our interactions, processes and systems.