Complaint Form 2024

Caring For Care Complaint Form

We are sorry to hear that you have felt the need to raise a complaint. At Caring For Care, we deeply value quality, customer service, and personal responsibility. Please rest assured that we will review your concerns seriously and effectively, striving to make necessary changes where needed. While we aim to reach a mutually acceptable resolution, we acknowledge that there may be times when you remain disappointed with the outcome. Nonetheless, your feedback is crucial in helping us improve and we appreciate your patience and understanding throughout this process.
Caring For Care Details
Name Of Course Advisor*
Was this a last minute booking?

YesNo
Comments
Name of Trainer*

First NameLast Name
Name of Training Course Completed*
Date of training*

DayMonthYear
Your Details
Name of person completing this form*

First NameLast Name
Company Name*
Company Address*

Street Address

Street Address Line 2

CityCounty

Postal Code
Phone Number*

Area CodePhone Number
Email*
example@example.com
Was the training venue same as above*

YesNo
Training Venue Address*

Street Address

Street Address Line 2

CityCounty

Postal Code
All complaints requiring action must be received within 30 days of the training or will be processed as feedback and no action taken.
What happened?
Please write a factual description of the event(s) with as much detail as possible. This can help reducing delays by needed to get back in touch for more details. *
What about you?
Let us know how this has impacted you and/or your business. *
What is your suggested outcome?
We can not guarantee this outcome but it would be helpful for us to be aware of your suggestion.*
Could this have been prevented?
If you feel this could have been prevented let us know how and we can consider updating our processes.

Complaints Form, Process & Expectations

At Caring For Care Limited we are committed to providing a quality service for staff and learners; working in an open and accountable way that builds the trust and respect of all our customers, staff and partners.

We intend firstly not to make mistakes but where this happens to put them right.

It is important to us to listen and respond to our customers and staff in a thorough and timely manner.

We aim to support with:

Making a complaint is as easy as possible
Dealing with complaints swiftly and politely
Keeping all parties, i.e. customer and trainer, up to date with the process based on all information we have and an outcome once a resolution has been met
Learn from complaints by having a staff meeting during the complaint, once the outcome has been reached and we also have an annual review

Where concerns are raised informally, they will continue to be dealt with internally as the same seriousness as formal complaints.

Where possible and appropriate we will deal with complaints informally and are usually resolved with a conversation and then a staff debrief. If this is not possible or appropriate our formal complaint procedure will be followed.

Caring For Care Limited will:

Acknowledge the formal complaint in writing
Respond within a stated period of time
Deal reasonably and sensitively with the complaint
Take action where appropriate

A complainant's responsibility is to:

Bring their formal complaint in writing to Caring For Care Limited attention within 30 days of the date of training, any complaints made after this time period will be acknowledged as feedback and not prrocessed as per trading terms and conditions.
Complainants must complete the below form for their complaint to be dealt with.
Raise concerns promptly and directly with a member of staff from Caring For Care Limited
Explain the problem as clearly and as fully as possible including any action taken to date
Allow Caring For Care Limited a reasonable time to deal with the matter

Recognise that some circumstances may be beyond the immediate control of Caring For Care Limited and we are only able to give you the information that we have at the time.

Responsibility for Action: All staff of Caring For Care Limited

Confidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Caring For Care Training maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own merit). Should this be the case, the situation will be explained to the complainant.

Communicate: With any third parties involved in the complaint and inform customer within 2 working days of update.

Monitoring and Reporting: Director Caring For Care Limited will receive annually a report of complaints made and their resolution.

Process & Timelines

Please note that this timeline starts on receipt of a completed complaints form (below)

	Receive complaint. Ensure the complaint form is emailed to be completed
Day 1	Acknowledge the complaint form received. The timeline starts now.
Day 7	Internal RAG rating of complaint Escalated to relevant personnel
Day 8 - 13	Gather evidence Feedback, complaints, trainer evaluation, emails, third party etc Interpret information - discuss information with the team. Feedback findings to the customer on or before the 14th day
Day 14	Customer response & resolution

Signed*

Clear
Name*

First NameLast Name
Position*
Date*

DayMonthYear
Should be Empty:

Caring For Care Complaint Form

Caring For Care Details

Your Details

What happened?

What about you?

What is your suggested outcome?

Could this have been prevented?