INTRODUCTION

Full Cycle Training Ltd are firm believers of ensuring customer satisfaction and pride ourselves on our customer first approach. We are committed to providing a fantastic service coupled with unrivalled support to our customers. We will aim to resolve any concern raised by our customers through our fantastic account management and customer support team over the telephone or by email. However, should an occasion arise where you are left unsatisfied with the immediate resolution, we have a formal complaints procedure.

The formal complaints procedure is designed to ensure we find the right solution, but most importantly to learn from any mistakes that have been made whilst trying to resolve your complaint informally. We aim to take any complaint received with a positive light and look at it as a learning curve, where we will aim to end in a solution that satisfies you and aids the development of Full Cycle Training Ltd.


MAIN OBJECTIVES OF THIS POLICY

• To offer customers and clear and concise complaints procedure
• To provide guidance on how to submit a complaint
• Response time of acknowledgment
• Investigation process
• How we will respond
• Timeframe for a response
• Ensure complaints are dealt with fairly, sensitively and in a timely manner
All complaints, no matter how small or large, will be treated equally and taken seriously. HOW TO SUBMIT A COMPLAINT
You can submit your complaint with Full Cycle Training Ltd verbally or in writing. In most cases, where a complaint is raised verbally, we will ask that the complaint is followed up in an email so we can ascertain the full details of the complaint so we can act fairly and accurately.
Where this is not possible, we will collect the nature of the verbal complaint from the Full Cycle Training Ltd representative, and form a written version of your complaint in email which we will send to you to confirm we have captured the complaint correctly. In this situation, all response times will reflect the date and time of written confirmation back.
Complaints can be submitted to info@fullcycletraining.co.uk with the subject line “Complaint”.


RESPONSE TIME OF ACKNOWLEDGEMENT

Full Cycle Training Ltd will endeavour to respond to you and acknowledge your complaint as soon as possible. The latest we will respond to acknowledge a complaint is 48 working hours.


INVESTIGATION PROCESS

All complaints will form a different nature, and as such the investigation process will vary. However, we are committed to ensuring any investigation is completed within 20 working days. We may require additional information from you relating to the complaint, and we will request this information in writing by email. We receive the right to extend the investigation time by the number of working days we wait for a response to any investigation questions we pose to you.
We will collaborate all information provided by all parties involved in the investigation and compile a report.


HOW WE WILL RESPOND

Full Cycle Training Ltd will respond to all complaints in writing by email. The report compiled as part of the investigation will be supplied on this email along with any resolutions or outcomes that arise from the investigation. A response will be issued within 2 working days of the completed investigation.


TIMEFRAMES

• 2 working days for acknowledgement
• A further 20 working days for investigation
• A further 2 working days for a response


ENSURE COMPLAINTS ARE DEALT WITH FAIRLY, SENSITIVELY AND IN A TIMELY MANNER

We aim to ensure that our response to your complaint is fair, handled sensitively and issued in a timely manner. If you feel we have fallen short on any of these statements, you have the right to object to our response. You can do so in writing to info@fullcycletraining.co.uk We are committed to ensuring this process ends with a mutually acceptable agreement and will strive to ensure we reach this.


ONGOING DEVELOPMENT FROM COMPLAINTS

All complaints received by Full Cycle Training Ltd will be documented and recorded. We will ensure that where any shortcomings arise due to negligence on Full Cycle Training Ltd behalf, we will address these effectively to avoid repeat occurrences in the future. We will aim to learn from every complaint raised to develop our business and our employees. Our complaints procedure will be reviewed regularly and updated where required by Full Cycle Training Ltd