CUSTOMER COMPLAINTS & FEEDBACK POLICY

VETASSESS is an ISO9001 quality assured organisation that is committed to the delivery of continuous improvements of its products and services.

VETASSESS encourages feedback from its customers as part of this commitment. Feedback is received and monitored by using surveys, holding meetings with clients, and through our customer feedback/complaints processes.

Complaints/feedback received electronically, by email, telephone or face-to-face will be investigated. Any concerns raised in the feedback or complaints will be dealt with within a reasonable timeframe.

Objective

VETASSESS will manage all feedback from customers and stakeholders in a prompt, equitable and impartial manner, respecting all privacy issues.

Definitions

'Complaint' – any genuine expression of dissatisfaction or concern about a service, staff member or product provided by VETASSESS.

'Feedback' – includes complaints, compliments and constructive comments or criticisms from external clients/stakeholders.

Principles

All complaints/feedback will be handled according to the principles of fairness, accessibility, transparency and responsiveness.

  • Fairness: VETASSESS recognises the need to be fair to the complainant and/or any person against whom a complaint has been made.

  • Accessibility: All applicants/ customers of VETASSESS have easy access to our complaints/feedback handling process.

  • Transparency: All complaints/feedback are dealt with openly, giving complete, accurate and quality disclosure of information.

  • Responsiveness: VETASSESS will deal with complaints/feedback quickly, treat complainants with courtesy and, wherever possible (within our authority to do so), resolve complaints within stated timelines. Where possible, all complaints will be resolved within 10 business days. If complaints take longer to resolve, we will contact the customer to explain why.

Customer feedback process

In keeping with our commitment to resolve complaints within 10 business days, and to make reporting of complaints easier for our customers please refer to the 4-step process for complaints and feedback.

Related documents and links

ISO9001:2015: Standards for Quality Management Systems

Standards for Registered Training Organisations (2015)

Freedom of Information Act (1982)

BKI Freedom of Information Policy

4-step process for Customer Complaints and Feedback