Complaints Procedure for Echo Training Services.
As a medical training company that is owned and operated by Kent Medical and Care Ltd all complaints are dealt with by them, we rely heavily on the complete satisfaction of our customers and we adopt a proactive approach to resolving any complaint to the satisfaction of the customer. To ensure this happens as effectively as possible, the following steps should be followed.
Resolution by Staff Member
Should a customer have a complaint of any nature, this should first be taken up with the staff member directly, in private if necessary, who should try to resolve the problem immediately.
Resolution by Office Staff
If a satisfactory outcome is not achieved with the staff member, then the problem should be brought to the attention of our office staff, who will look at the complaint and either acknowledge receipt of the complaint within one working day and investigate the complaint within one week if they feel that they can deal with it effectively or pass it direcly to the quality control department if they feel they cannot effectively deal with the complaint. The customer will be informed of who will be dealing with the complaint and the results of the investigation and any action plan that has been put into force to rectify the situation (or prevent a future reoccurrence).
Resolution by the Quality Control Department
If your complaint has been passed directly to the quality control department or you do not feel that your complaint has been dealt with to your satisfaction by the office staff your grievance can be investigated by the quality control department or an outside company that is appointed by Kent Medical and Care Ltd. They will acknowledge receipt of your complaint within two working days. They will complete an investigation within two weeks of receipt and inform you of their findings.
Who will investigate my complaint
Complaints regarding services will be dealt with by the staff members, office staff or quality control department
Complaints regarding staff members will be dealt with by the office staff or quality control department
Complaints regarding managers will be dealt with by the quality control department or a outside company appointed by them
To contact our office staff or the quality control department please write to the following address:
Kent Medical and Care Ltd
Kent Innovation Centre
Thanet Reach Business Park
Kent CT10 2QQ
Or email: firstname.lastname@example.org
After you have received the outcome of your investigation and if you still feel that your complaint hasn't been dealt with effectively you can contact the awarding bodies that your course was held under. These would be either Qualsafe Awards (QA) or the Association of First Aider Qualifications (AoFAQ)
The contact details are below for these two awarding bodies:
3 Wapping Road
West Yorkshire BD3 0ED
Tel: 0845 644 3305