Milltech Complaints Policy

Milltech welcome all comments from our employers, learners and external organisation stakeholders about our services including concerns, complaints and compliments, in order to maintain our high levels of quality service. All responses will enable us to learn and develop.

This policy explains how we handle customer complaints from any of our customers or associates. A complaint may be a statement referring to a service that we provided is not satisfactory or at fault, or has not been provided at all.

Every concern or complaint is a serious matter and is treated accordingly as per the objectives below.

• It will be dealt with quickly and efficiently with an acknowledgement within 3 days and a resolution time of 10 working days.
• It will ensure fair, objective consideration based on the evidence afforded to and presented by the complainant.
• It will ensure complainants are fully informed of receipt of the complaint and resolution of the complaint as per the above timetable given a feeling of fair treatment.
• We endeavour to learn from complaints received and consider procedures to ensure non recurrence and to improve our services.

Details of our Complaints Procedures and how to find out more are given on employer visits, induction and preview days and in our Commitment Statement for Learners and Employers. All complainants will be informed of a point of contact and their contact details, who will progress their complaint to conclusion.

Our policy and complaints procedures will appear on the company website and be reviewed annually.

Milltech Complaints Policy – Procedures and Process

Every concern or complaint is a serious matter and will be treated accordingly as per the objectives below.

• It will be dealt with quickly and efficiently with an acknowledgement within 3 days and a resolution time of 10 working days.
• We will ensure fair, objective consideration based on the evidence afforded to and presented by the complainant.
• We will ensure complainants are fully informed of receipt of the complaint and resolution of the complaint as per the above timetable given a feeling of fair treatment.
• We will learn from complaints received and consider procedures to ensure non recurrence and to improve our services in anticipation of future complaint areas.

Our Procedure encourages employers, learners, apprentices and stakeholders to give feedback on the quality of service they receive. This may be during review visits, standard questionnaire responses or other surveys. Their concern will be immediately acknowledged and progressed to a conclusion within 10 working days and recorded in a Complaints Log.

The staff member closest to the source of concern will investigate promptly in liaison with the Management Team. In the event that the response is not satisfactory, the complainant will be entitled to make a formal complaint.

Formal Complaints may be made by email or by letter and must contain the following information.

• The nature, time and date of the complaint and the parties involved.
• Who it was initially reported to
• The preferred solution

Be sent to:

Tel: 0191 510 0414 E-mail: derek.freeman@milltech-ltd.co.uk

An acknowledgement will be sent within 3 days and the result of findings sent within 10 days.

The Managing Director will be involved in all responses to explain our investigation process, our findings and action we intend to take.

If matter still not resolved the complainant can follow the ESFA complaints procedure where programmes are funded through the ESFA.

Customer Service Team,
Education and Skills Funding Agency
Cheylesmore House
Quinton Road
Coventry CV1 2WT

Email: complaints.esfa@education.gov.uk