A complaint is an expression of dissatisfaction concerning Arko Training Ltd product or service. Arko Training Ltd take all complaints extremely seriously and all staff are trained and committed to rectify any problem as soon as it is brought to their attention. It is recognised that a customer who has a complaint dealt with to their complete satisfaction is likely to become a repeat customer. Therefore we ask that if you are dissatisfied with the service you have received that you bring this to our attention as soon as possible by speaking to your course Tutor/Assessor in the first instance.
Should this fail to provide you with a satisfactory resolution, or you feel it is inappropriate to address your complaint to the IQA, then please contact the Centre Manager via one of the following options:
Call: 0113 2876575
Write to: 16 Moorgate Avenue Leeds LS25 7PG
When you contact us, please give us your full name, contact details, and include a daytime telephone number along with:
• A full description of your complaint (including the subject matter and dates and times if known);
• Any names of the people you have dealt with so far; and
• Copies of any papers or letters to do with the complaint.
Arko Training Ltd ask that you raise your complaint as soon as possible after the event so that we have the opportunity to investigate fully. The Centre Manager will investigate your complaint and respond to you within 60 days Appealing after an initial complaint has been raised In the unlikely event that you remain unhappy after your complaint has been investigated and a decision reached then you may escalate your complaint to our
Responsible Officer. Please include any further items for consideration and state clearly why you remain unhappy with the decision taken so far.
The Responsible Officer will investigate in full and respond to you within 60 days. The Responsible Officer can be contacted on:
Write to: Arko Training
This will be the final route of escalation within our company. Therefore, if you remain unhappy after following our own internal complaints procedure and your complaint refers to services you have received relating to your course and achieving your qualification then please contact the Awarding Organisation directly. Should you address your complaint to the Awarding Body and remain unhappy with the outcome you may then raise your complaint to the relevant qualification regulator. Either a representative of Arko Training Ltd or the Awarding Body will be able to offer you guidance on the appropriate qualification regulator in each instance and provide contact details. The following relates to complaints regarding publicly funded qualifications in Scotland only. Should you have undertaken a publicly funded qualification in Scotland, wish to make a complaint and you have exhausted the procedures of Arko Training Ltd, and the Awarding Organisation, and the relevant qualification regulator then you do have one final route of complaint. Please contact the Scottish Public Services Ombudsman (SPSO) directly, details can be located on their website: www.spso.org.uk If you have any queries about the contents of this policy, please contact the
Centre Manager directly on 07557648059 or email firstname.lastname@example.org