COMPLAINTS POLICY AND PROCEDURE

POLICY
At Broadbent and Co. we aim to provide a high quality service to all our clients, customers and staff. Broadly, these comprise five main areas –

• Students we assess
• Suppliers of equipment/software
• Funding organisations
• Our core staff team, including assessors
• Locations/organisations where we carry out assessments

One of the best ways we can ensure the quality of our service is by listening positively to, and responding to your views. We always welcome any comments or suggestions that you may have on how we can improve our service and would encourage you to contact us at anytime. Equally, we would like you to tell us when we get it right, too, so that we can continue our good practices. See below for the names of key contacts.

PROCEDURE
If you are unhappy or not satisfied with any part of our service, please talk to us. We would like to make it clear that any difficulty that cannot be resolved with your original contact at Broadbent & Co. can be lodged as a formal complaint.

Complaints can be made in any way that suits you best – by ‘phone, letter, personal contact or visit, or by email. You will need to state that you wish to make a formal complaint and make a note of the complaint reference that we will give you. We will make use of this reference to log and track your formal complaint so that this can be followed up and seriously dealt with.

If your original contact at Broadbent & Co. is unable to resolve the issue concerned, or if you are not satisfied with this, please contact Broadbent & Co. directly.

1. In most cases the first point of contact would be Dave Swindells, who is the Quality Assurance Co-ordinator or Tracy Harper, Human Resources Manager for the Company and is also Personal Assistant to Steve Broadbent, the Managing Director of Broadbent & Co.
2. If Dave Swindells or Tracy Harper are not available for any reason, contact Collin Coupe, who is the Company Office Manager. Both can be contacted on the Centre telephone number, which is 01457 835568. Alternatively, send an email for their attention to info@broadbentco.co.uk Dave Swindells/Tracy Harper/Collin Coupe will carefully record the nature and facts of the complaint and forward this to Steven Broadbent, the Managing Director within 24 hours for his attention and response.
3. We aim to acknowledge receipt of formal complaint within 1 working day of its submission.
4. We aim to deal with your formal complaint within 10 working days. However, if for some reason this is not possible, we will write to you before then explaining this, and telling you how long we think your formal complaint will take to resolve.
5. If you remain dissatisfied after the initial response from Broadbent & Co., you have the opportunity to contact Steven Broadbent, the Managing Director directly, using any of the methods already listed earlier in this policy, who will be the ultimate point of appeal.
6. If we cannot deal with your formal complaint satisfactorily, you may wish to contact a third party for advice about your formal complaint. The Disabled Students Allowance-Quality Assurance Group at www.dsa-qag.org.uk has a regulatory national role and also has expertise regarding access to the Disabled Student Allowance.

For a downloadable copy of our Complaints Policy and Procedure click here