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TACS Ltd Novus Business Centre

Judson Road

Peterlee

SR8 2QJ

 Tel: 0191 5878145

2018 TACS Training LTD. All rights reserved.

Complaints Procedure

What is a complaint?

A complaint is an expression of dissatisfaction, whether justified or not.

Our policy covers complaints about:

  1. the standard of service we provide

  2. the behaviour of our staff, and

  3. any action or lack of action by TACS Ltd or staff affecting an individual or group

 

Our complaints policy does not cover:

  1. comments about our policies or policy decisions

  2. matters that have already been fully investigated through this complaint’s procedure, or

  3. anonymous complaints.

 

Our standards for handling complaints

  • We treat all complaints seriously, whether they are made by telephone, by letter, or by email.

  • You will be treated with courtesy and fairness at all times. We would hope, too, that you will be courteous and fair in your dealings with our staff at all times.

  • We will treat your complaint in confidence within TACS Ltd.

  • We will deal with your complaint promptly. We will acknowledge receipt of a written complaint within five working days and we will send you a full reply within 20 working days of receipt. If we cannot send a full reply within 20 working days of receipt, we will tell you the reason why and let you know when we will be able to reply in full.

We will not treat you less favourably than anyone else because of your:

  • sex or marital status: this includes family status, responsibility for dependants, and gender (including gender reassignment, whether proposed, commenced or completed)

  • sexual orientation

  • colour or race: this includes ethnic or national origin or nationality

  • disability

  • religious or political beliefs, or trade union affiliation, or

  • other unjustifiable factors, for example language difficulties or age.

 

Confidentiality

All complaints received will be dealt with confidentially and in accordance with the requirements of the Data Protection Act 1998.

How to Complain

You can make a complaint to the addresses below in a number of ways:

  • By telephone

  • In writing or letter

  • By e mail

 

We have a two-stage complaints procedure. At each stage it will help us to resolve your complaint quickly if you can give us as much clear detail as possible, including any documents and correspondence and stating that you are making a complaint in line with our procedure.

The stages of the complaint’s procedure

 

Stage 1
This is the first opportunity for a service to resolve a complainant’s dissatisfaction, and the majority of complaints will be resolved at this stage. In the first instance, we will try to get your complaint resolved by the Director of the area against whom the complaint has been made. Upon receipt of your complaint we will contact the relevant team Director and ask them to deal with your complaint.

 

Stage 2
If you are dissatisfied with this response you may request a review by the Managing Director.

Your request should be sent to the Managing Director at the address given below.

 

Timescales for handling a complaint
 

Stage 1 - maximum 20 working days
Acknowledgement within 5 working days
Full response within 20 working days

 

Stage 2 – maximum 20 working days
Acknowledgement within 5 working days
Full response within 20 working days

 

Extending time limits
We aim to complete all complaints within the timescales above; however, if a complaint is very complex it may occasionally be necessary to extend the time limit.  If this is the case, we will keep the complainant informed of progress with the investigation, the reasons for the delay, and inform them of the new deadline.

 

Following any stage of the procedure, a complainant has a maximum of 28 days from the date of the final response to request that their complaint be progressed to the next stage.

 

If you remain dissatisfied

If having followed the two stages of our complaints procedure you still remain dissatisfied, you can ask to have your complaint reviewed externally by someone who does not work for TACS Ltd.

 

The address to contact is:-

Unit 15

Novus Business Centre

Judson Road

Peterlee

Co.Durham

SR8 2QJ

Telephone: 0191 5878145

E Mail: rick@tacstraining.co.uk

 

Rick Nicholson

Managing Director