COMPLAINTS POLICY

Purpose:

At Digital Skills Company, we are committed to providing high standards of service. We recognise that there may be occasions when things go wrong. If that happens, we want to hear about it, so we can improve our standards.

Our complaints policy outlines the procedure for making a complaint and how we will handle the complaint to ensure we address concerns promptly and effectively.

Scope:

A complaint is considered to include any communication received from a learner, customer, staff member, associate or supplier or anyone else who has dealings with Digital Skills Company and expresses dissatisfaction with the standard of service that they have received from Digital Skills Company. The complaint may be raised by letter, email or other electronic communication. If the complaint is made verbally or by telephone, the complainant may be requested to confirm in writing.

How to make a complaint:

You can make a complaint by any of the following methods:

  •  By email: send an email to [email protected] with "Complaint" in the subject line
  •  In writing: send a letter to AIMEE PROJECT LTD, Sentinel House, Ancells Business Park, Harvest Crescent, Fleet, Hampshire, GU51 2UZ addressed to the Complaints Manager

When making a complaint, you should provide the following information:

  •  Your name and contact details
  •  The nature of the complaint
  •  Any relevant details or information that may assist in resolving the issue

How a complaint is handled:

  •  Upon receipt of a complaint, we will acknowledge the complaint within 3 working days. The acknowledgement will include the name and contact details of the person who will handle the complaint, and an estimated timeframe for resolving the issue.
  •  We will investigate the complaint promptly and thoroughly, and keep the you informed of the progress of the investigation. If necessary, we may request additional information
  •  Once the investigation is complete, we will provide you with a written response detailing our findings and any actions we will take to resolve the issue. We will aim to provide this response within 10 working days of receiving the complaint.
  •  The Complaints Manager is responsible for managing the complaint.

Appeal against a decision following a complaint:

If you are not satisfied with the outcome of the complaint, you may request a review by a senior manager. The senior manager will review the complaint and provide a final response to the customer.

If you are still not satisfied with the outcome of your complaint, you have the right to raise the complaint directly to the examination Awarding body, if the complain involves accredited courses and certificates.

Confidentiality:

We will treat all complaints and personal information provided by customers in confidence. We will only share information with third parties who are directly involved in the complaint or who have a legitimate need to know.

Digital Skills Company is the Online Course content, Booking and Marketing platform for AIMEE Project LTD, Sentinel House, Ancells Business Park, Harvest Crescent

Fleet, Hampshire, GU51 2UZ, a limited company registered in England & Wales (14232468). This policy is owned by the management of AIMEE PROJECT LTD. This policy will be reviewed annually or sooner if required.

Feedback:

We value all feedback, including complaints, as it helps us to improve our training courses and services. We will use the feedback to identify areas where we can improve and take appropriate actions to address any issues.

Contact Us:

If you have any questions or concerns about this Complaints Policy, please contact us at [email protected]