SCL Group Complaints Policy and Procedure 23-24



SCL Group will take complaints about our work, staff, learners and apprentices, and our levels of service very seriously. If you are not satisfied with any aspect of SCL Group including associates, please follow the process for raising a complaint: We will need you to provide us with the following: • a clear, detailed description of what your complaint is about. • copies of any letters or emails or relevant documentation related to the complaint. • any details relating to the complaint if you have raised them previously informally or directly to the person/person responsible for the matter you are complaining about. • your email address or postal address (so we can respond to your complaint). Please send details of the above to the below address or email address, clearly marking the subject matter of your correspondence as: ‘Complaints Team.’ This will allow your complaint to be directed to a member of our complaints handling team who will allocate the request to the correct department or member of staff: Complaints Team SCL Education & Training Ltd 7 Lakeside Business Park

Swan Lane Sandhurst Berkshire GU47 9DN Or

You will receive a notification of receipt of your complaint within 48 hours via email from a member of the Senior Management Team. The handling of any complaint has three stages. During this time, we may need to contact you in writing to seek further information relating to your complaint: Stage 1 - Line Manager Complaints go to the line manager of the individual or team that your complaint references. The line manager will investigate, with a target of responding to your complaint within 10 working days.

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