Complaints Procedure

 

General Complaints

We are committed to providing a professional, fair, efficient, courteous and helpful service. If you believe that this is not the case, and you are dissatisfied with our service, we would like you to tell us. We can then seek to resolve your complaint and also try to ensure it does not happen again.

All staff at Now Learning are trained on how to handle complaints and therefore you can contact any member of staff.

How do I make a complaint?

You should first attempt to resolve the complaint by contacting a member of the Team at Now Learning.

If you are unable to resolve the situation you can make a complaint by sending an e-mail to: support@now-learning.co.uk

Please include:

• Your name and address
• Details of the complaint including dates if possible
• The name of anybody you have spoken to regards the matter
• How you would like us to resolve the complaint

What happens next?

We will reply within 10 working days from when we receive your complaint. If it is not possible for us to give you a reply within this time, we will give you an interim response, telling you what is being done to deal with your complaint and when you can expect the full reply and from whom.

That full reply will include details of the actions taken or to be taken following the complaint

What if I am not satisfied with the initial response?

The initial response will give you details of who to contact next if you believe that your complaint has not been dealt with properly, this will normally be the CEO.

Complaints are monitored by the CEO to ensure that standards in dealing with complaints are met and those necessary improvements are identified. The operation of the complaints process is reviewed annually.