SOP03-Standard-Operating-Procedures-Candidate-Complaints-V1

To provide a quality process that defines the process required for any candidates who have undertaken training or assessment events with Richardson Rail Services Ltd. To complain about anything, they feel was unsatisfactory.

This document applies to all areas of business operations where track safety training and assessment provided to candidates is carried out per the industry framework. This process will apply to candidates themselves but also to sponsors of candidates who attended an event with us.

The company recognises that there may occasionally be instances when individuals have grievances and may wish to lodge complaints about matters separate from training or assessment decisions (which are managed through the training/assessment appeals procedure

Please find below the recognized complaints procedure that should be followed in case of any issues:

Submit your complaint to the Training and Assessment Manager. An independent, nominated individual will be assigned to investigate your complaint. You should complete and return the Appeals Form (TRA-031) to the nominated investigator. The receipt of your complaint will be acknowledged either verbally or in writing within seven working days. The nominated investigator will review your complaint and liaise with the Training and Assessment Manager. Together, they will determine whether the nature of your complaint impacts the quality standards of delivery or if it pertains to other areas of

The nominated investigator will keep the Managing Director updated on the complaint's progress. Those implicated in the complaint will have the right to attend any scheduled meetings to present their views in person. If the complaint cannot be resolved satisfactorily at this level, then the matter will be escalated within the organizational structure. The Managing Director will have the final authority if no successful resolution is achieved. The complainant will be advised of the outcomes and the most appropriate course of action.

Note, If the staff involved in the complaint request is the training manager, it will go to the next senior person, potentially having to go directly to the director or delegated individual.

Full name*
Sponsor*
Assessor or trainer name*
Date of the Event*

DayMonthYear
Date
Type of Event*
Start Time of the Event*

Hour Minutes

AM/PM Option
Location of the event*
Outcome of the event*
Reason for the appeal and/or complaint: (Please provide a detailed explanation for the reason of this claim, the more information you provide the better we can investigate)*
Evidence to support your claim: (write and / or attach evidence to support your claim)*
File Upload

Cancelof
Any other information you feel is relevant*
The form should be completed and returned by oressing submit.

It can also be emaield to rhys@richardsonrail.co.uk ensuring that the message subject is "Candidate Complaint".

We here at Richardson Rail Services strive for excellence in everything we do, and as such are sorry you have felt you have to complete this form. We will investigate this claim with an unbiased and fair approach. You will be responded to in line with our appeals policy.

Rhys Richardson (Managing Director)

Internal use only - Not for candidates
Date received

MonthDayYear
Date
Date checked

MonthDayYear
Date
Date acknowledge

MonthDayYear
Date
Has the action plan and investigation been planned
Has the appeal been resolved and archived
Should be Empty:

Internal use only - Not for candidates