Praise and Complaints Policy
1. Aim of the Praise & Complaints Policy
We value your comments and feedback, and we use these to improve the service that we offer to all our learners, employers and partners. We have implemented the following procedures to ensure that any complaints or issues raised are dealt with promptly and in a responsible manner.
We recognise the rights of learners, staff, visitors, sponsoring employers and users of any of our services to complain about, or praise, the service we provide.
2. Process
In the event of a positive experience or just wish to say thank you – please, wherever possible, complete the form provided in ‘Appendix 2’ to feed this back to us in order that we can pass on this praise to our staff member(s). This form is also downloadable from our website at ![]()
www.thinkemployment.com under Praise and Complaints Policy.
In the event of a complaint, we strongly recommend that you talk to a member of our staff to try to resolve any issues immediately. However, if this is not possible (the complaint, for example, may be about a member of staff), then the following procedure should be followed to help you obtain a
satisfactory solution/response:
Stage One:
The Complaint will be handled by the Head of Operations, who will acknowledge your complaint (by telephone or email) within 24 hours. He or she may wish to discuss the details of your complaint and will do so by telephone within 48 hours of the acknowledgement of your escalated complaint.
Debbie Kay
Head of Quality
Think Employment Ltd
Further investigation will be instigated and a Senior Manager will respond and offer a solution/explanation again by telephone if possible. Once an agreement has been reached, we will write to you detailing the findings and the solution agreed.
Stage Two:
Should you still be unhappy, then you are requested to write to the Head of Central Support, who will make a final decision on any complaint and write to you with any recommendations/solution within ten working days of receipt of complaint.
Angela Dennehy
Think Employment Ltd
140 Victoria Street
Grimsby
DN31 1NX
Tel: 01472 898221
The Company will attempt to rectify all complaints to your satisfaction. However, the company will not reprimand or discipline staff where a complaint is found to be unjustified. Any actions resulting from a disciplinary hearing will be confidential and not disclosed to the complainant or others.
3. Review of the policy
A Senior Manager will review this policy annually or more frequently where there are significant changes in circumstances.
Appendix 1: Complaints / Praise form
To complete our complaints/praise form click here.
Complaints Flowchart:
We recognise the rights of learners, staff, visitors, sponsoring employers and users of any of our services to complain about, or praise, the service we provide. In the event of a complaint, we strongly recommend that you talk to a member of our staff to try to resolve any issues immediately. However, if this is not possible (the complaint, for example, may be about a member of staff), then the following procedure should be followed to help you obtain a satisfactory solution/response:
