COMPLAINTS PROCEDURE

At LP Training (LPET Ltd.) we are committed to delivering excellent standards of service to our customers. However, if you have experienced cause for complaint about our organisation, we want to hear about it and we will do everything we can to reach a resolve.

Our Customer Complaints Procedure has the following goals:

To make is easy for you to tell us what went wrong
To deal with complaints fairly, efficiently and effectively
To ensure that all complaints are handled in a consistent manner throughout
To make sure that you are satisfied with how your complaint was handled
To increase customer satisfaction
To use complaints constructively to improve our systems, procedures, staff training and customer experience across all our services

How and where to complain
LP Training (LPET Ltd.) would like to resolve any complaint as soon as possible. You can tell us about your complaint in the following ways:

In the first instance contact LP Training (LPET Ltd.) and, if you feel able, speak to the member of staff who is working with you or ask to speak to their manager, who will try to sort the matter out. If you make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well. If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint.

This can be done in the following ways:

Write down your complaint and send it to: Shereene Clarke LP Training (LPET), Snitterfield Road Stratford – Upon –Avon Warwickshire CV37 0EX

In Writing: Write to us at LP Training (LPET), Snitterfield Road Stratford – Upon –Avon Warwickshire CV37 0EX FAO Shereene Clarke. Please be sure to include your name, address and telephone number.
By Telephone: Call us on 01789 632971

You can also submit a complaint using the below submission form:

Complaints Procedure Form

Date of Complaint*
MM slash DD slash YYYY
Name*
Forenames Surname
Hidden
Date of Birth*
MM slash DD slash YYYY
Home Address*
Street Address Address Line 2 City County Postcode Country
Mobile Phone Number*
(If you do not have an mobile phone number please type N/A in the text box.)
Email address*
We will use this information to make contact with you in order to respond to your complaint.
1. Details of the complaint/appeal including dates & additional evidence*
2. Please explain here what steps you have taken, together with dates, to resolve your complaint/appeal using the Informal Procedure. If you feel unable to use the Informal Procedure, please set out your reasons here:*
Diversity Monitoring Form
LP Training Services will treat everyone equally irrespective of sex, sexual orientation, gender reassignment, marital or civil partnership status, age, disability, colour, race, nationality, ethnic or national origin, religion or belief, political beliefs or membership or non-membership of a Trade Union or spent convictions.
Which ethnic group do you most identify with?*

e. g. British If you would prefer not to say please state so.
What is your religion or belief?*

e. g. Protestant If you would prefer not to say please state so.
The above information is true and correct to the best of my knowledge.
Print Name*
Sign*
Comments
This field is for validation purposes and should be left unchanged.

What Happens Next?

You will receive acknowledgement of your complaint within 5 working days. You may be contacted to make sure that we have understood your complaint properly. The person investigating the complaint may interview you. You will receive a response to your complaint within 28 working days of its receipt. Any extension of this time limit requires your consent.

Does this always happen?

In all cases, a complaint will be given full and fair consideration. However, if as a result of your complaint, disciplinary proceedings are taken against a member of staff, an internal procedure will apply. You will be informed that disciplinary proceedings have taken place, but as these proceedings are confidential, you will only be informed of the details or outcome of matters outside of this procedure. If a criminal offence is alleged, then the police will be informed. Can you have someone with you when your complaint is discussed? Yes, you can.

NB. Candidates have the right to complain to SQA about assessment-related matters (but not assessment judgements), once they have exhausted their centre’s complaints procedure. Candidates on regulated qualifications also have the right to complain to SQA Accreditation, Ofqual or Qualifications Wales (as appropriate) once they have exhausted their centre’s complaints procedure and the SQA Awarding Body’s complaints procedure

At LP Training (LPET Ltd.) we are committed to delivering excellent standards of service to our customers. However, if you have experienced cause for complaint about our organisation, we want to hear about it and we will do everything we can to reach a resolve.

You can also submit a complaint using the below submission form:

Complaints Procedure Form

Diversity Monitoring Form

The above information is true and correct to the best of my knowledge.

What Happens Next?

Does this always happen?