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F1 Training Complaints Procedure

This document outlines the procedure for making a complaint with regards to our training courses or any of our training services.

Copies of this document are available on request by calling 01225 336096.

This document was last updated in February 2009.

Complaints Procedure:

Information on making a complaint

We are committed to providing a professional, efficient, courteous and helpful training service to all our customers. However, if you believe that things have gone wrong and you are dissatisfied with our service, we want you to tell us. Then we can resolve your complaint, and try to ensure it does not happen again. This procedure tells you how to make a complaint about any of our training services.

All our staff receive guidance on how to handle complaints.

How do I make my complaint?

You may be able to resolve your complaint by taking it up immediately with the individual trainer concerned, or by calling your account manager on 01225 336096.

But if not, you can write (including fax and e-mail) to our head office (3 Kelso Place, Upper Bristol Road, Bath, Somerset, BA1 3AU, or email enquiries@f1comp.co.uk). You can also telephone us on 01225 336096, although you may be asked to put the details of your complaint in writing.

What should I include in my complaint?

You should include:

Your name (and company name if appropriate), and address;

The name and date of the course you attended;

Copies of any relevant correspondence about the complaint;

The name of the person who you wrote or spoke to, and when, to help us find the papers and/or phone logs;

Details about what has gone wrong or has not been handled properly; and

An explanation of how you would like us to resolve your complaint.

What will happen next?

We will respond in writing to your complaint, within 10 working days of receiving it. If this is not possible, we will, within 5 working days, send you an acknowledgement explaining why we cannot provide you with an immediate response, including details of when you can expect a full reply.

We recognise that each complaint is different and that we will need to deal with each one in the most appropriate way. Therefore, our target is to address 90% of all complaints within 10 working days. We will reply to the remaining 10% within 20 working days. All complaints are logged in a database and then tracked to completion.

What if I am not satisfied with the initial response?

If you are not satisfied with our response to your complaint, you can escalate it by writing to our Managing Director at the Head Office in Bath.

What if my complaint has still not been resolved?

If matters still cannot be resolved, you can write to the National Computing Centre (NCC) which is the UK's foremost independent Membership organisation for users of Information Technology, asking them to review your complaint. F1 agrees in advance to accept any ruling by the NCC as being fully binding.

What can I expect?

We aim to provide a high standard of service but, unfortunately, there may be times when we make a mistake. If this happens you are entitled to expect any one, or a combination, of the following:

An apology;

An explanation;

An assurance that the same mistake will not happen again;

Details of the action we have taken to put things right.

You may also be entitled to financial compensation and/or alternative training courses/services. Compensation will depend on the nature of the mistake, the circumstances in which the mistake was made, and any actual loss you have suffered or costs incurred as a direct consequence of the mistake. Each claim is considered on its merits.

Users' views

One of the best ways we can continue to improve our service is by listening, and responding, to your views. As well as learning from your complaints, we welcome any comments or suggestions you may have on how we can improve. Equally, we would like you to tell us when we get it right, so that we can maintain our good practices. Please send any comments to our Head Office.

@ F1 Computing Systems 2009