Complaints Procedure

Policy Statement
Vision For Education aims to resolve all complaints about our service effectively and in a timely manner. We believe it is important to seek feedback and incorporate this into policies to improve our service.

Definition of a complaint
A complaint is when either a client or candidate expresses dissatisfaction with the service offered by Vision For Education or the behaviour of any representative of Vision For Education. Complaints can  be informal – where any problem can be resolved at first point of contact. A formal complaint is one that cannot be resolved immediately and that requires investigation, a written response or when the candidate/client wishes to log their dissatisfaction as a formal complaint.

Receiving a complaint
Complaints may be received either verbally or in writing. A written complaint is always considered a formal complaint.

Dealing with an informal complaint
Details of the dissatisfaction and the expected action to resolve it will be confirmed with the complainant and logged onto the Complaints form. The person receiving the complaint will inform the customer/candidate of the action taken to resolve the issue and orally confirm customer satisfaction at the end of the process. The Branch Manager will sign off the complaint form to acknowledge that they are aware that a complaint has been made and that it has been resolved. If it has not been resolved then it will follow the formal complaints procedure.

Dealing with a formal complaint
The complaint will be logged onto a complaints form and forwarded to the Managing Director for investigation and resolution. From receipt of the complaint the Managing Director will acknowledge either verbally or in writing within one working day that the complaint has been received and is being investigated. The complainant will be given a proposed timescale within which the investigation should be completed. If there is any slippage in this timescale the complainant will be informed and a new timescale suggested. The complainant will be given the option for all communication to be confirmed in writing.

We aim to resolve all formal complaints within 2 working days or less

The complainant will be informed of the outcome of the investigation and suggested remedial action verbally and in writing if required.

If the complainant agrees with the outcome of the process and the resolution to the complaint the complaint form is signed off by the Managing Director and filed with all correspondence and note.

If the complainant does not agree with the outcome they can escalate the complaint to the Company Chairman.

Escalating a formal complaint
If a complainant is not satisfied with the outcome of a formal complaint they can escalate this to the Company Chairman.

The complaints form and all associated documentation will be passed to the Chairman and the process outlined in the Formal Complaints procedure including timescales would be followed.

Further Escalation
If the complaint cannot be resolved then the client/candidate would be given information on any relevant regulatory bodies (e.g. REC) if they wish to progress their complaint further.

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