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HTP is committed to investigating all complaints. In order to do this the following complaints procedures have been established:
All verbal complaints should be passed in the first instance to the appropriate Senior Training Consultant. The STC is to record the complaint and the actions taken and forward this report to the Managing Director and Directors.
If the STC feels unable to deal with the complaint it should be passed to Director level immediately.
All written complaints are to be forwarded to the Managing Director who will advise on the course of action.
All written complaints are to be responded to in writing.
In accordance with HTP's Service Standards complaints from Employers or Learners are to be responded to within 2 working days
Responses to all complaints will be disseminated, where appropriate, to all members of staff.
On completion of all action taken as a result of a complaint a full written report is to be passed to?