Funded training for apprentices and older adults. Commercial training, compliance and consultancy.
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.
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.
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.
Be sent to:Derek POAman
Tel: 0191 510 0414 E-mail: firstname.lastname@example.org
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
Coventry CV1 2WT