We pride ourselves on providing the best training products and services delivered and offered to a high standard. We take feedback very seriously and will look to resolve any issues and expressions of dissatisfaction as quickly as possible.
If a complaint is made by one of our commercial clients, we will carry out a thorough investigation. We want to improve what we do so we welcome feedback, good and indifferent. We view it as an opportunity to learn and to improve our performance.
This complaints process is for our commercial clients and differs from our Apprenticeship Complaints Policy.
RESOLVING ISSUES & PROBLEMS
If you experience any issues or problems with the products and services that we provide, then please contact your programme manager immediately so we can work to put them right. If you delay in telling us or bring up the feedback when it is too late then we cannot be held accountable for any outcomes. Any issues or problems should be reported in timely manner. If you are not happy with the way that we have dealt with your problem, you can make a formal complaint. The process of which is below.
WHAT IS A COMPLAINT?
We define a complaint as any expression of dissatisfaction made from a commercial client or a learner when they have drawn their concern to the trainer, their programme manager, or the company as a whole and they are not satisfied with the response from MTD.
HOW TO MAKE A COMPLAINT
Learners and/or clients can make a formal complaint by:
You must bring any complaint to our attention within a reasonable time following the circumstances that resulted in the complaint.
Stage 1 – Notification of Complaint
Inform us of your complaint by one of the 4 ways above. Expect a reply from MTD within 10 working days. If we cannot give you a full answer within that time period, we will inform you of when we will be able to do so.
Stage 2 – Expression of Dissatisfaction with Reply
If you are not happy with the reply you can ask our Head of Client Support to review the complaint. This must be in writing and include:
• Any relevant background information
• The reasons why you are not happy with the outcome
• How you would like the matter resolved
We will acknowledge your escalation within 3 working days and you will receive a full reply from the Head of Client Services within 10 working days. If we cannot give you a full answer within that time period, we will inform you of when we will be able to do so.
Stage 3 – Further Expression of Dissatisfaction with Escalated Reply
If you are not happy with the reply from the Head of Client Services you can escalate your complaint further to the Managing Director.
Please provide all relevant information including why you want to escalate this complaint further and what outcome you would like.
We will acknowledge your escalation within 3 working days and you will receive a full reply from the Managing Director within 10 working days whose decision will be the final decision on behalf of MTD Training. If we cannot give you a full answer within that time period, we will inform you of when we will be able to do so.
CODE OF CONDUCT
• We will handle your complaint adhering to the time limits set out in this policy
• We will respond to each point that you make
• We will handle your complaint in confidence and only involve those who we need to complete a thorough investigation
• We will always act professionally, polite, and courteous
• You can expect to be treated fairly and without discrimination
We expect you to:
• Be professional, polite and courteous
• Focus on facts and include as much detail as possible
• Treat us fairly and without discrimination