Complaint Policy

I.INTRODUCTION

Enterprise Made Simple (EMS) was founded in 2008 and since that time our passion for working with small businesses, small business owners and teams to help them build, grow and sustain both personally and professionally has not changed.

EMS offers support, training, coaching, mentoring and consultancy to Individuals, Business Owners, Business Teams, University Enterprise functions, Local Enterprise Partnerships, Local Authorities and Prime Providers.

Applies to:

This Policy applies to clients, staff and stakeholders.

Context

To establish a process by which complaints are dealt with in a transparent, fair and timely manner.

II. POLICY STATEMENT

At Enterprise Made Simple we want everyone that has interactions with us to feel valued, respected and satisfied. If this isn’t the outcome they feel they have received and want to submit a complaint, then this policy outlines the steps in place to manage this process.

III. CONTENT

A complaint is an expression of dissatisfaction concerning an Enterprise Made Simple product or service. Enterprise Made Simple 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 Trainer or Business Advisor in the first instance. Staff are asked to speak to their line manager as soon as possible. Stakeholders are asked to speak to their primary contact.

Should this fail to provide you with a satisfactory resolution, or you feel it is inappropriate to address your complaint to the Trainer, Business Advisor, primary contact or Manager, then please contact the Managing Director via one of the following options:

Call: 01642 061062
E-mail: andy.fay@enterprisemadesimple.co.uk
Write to: Andy Fay, Enterprise Made Simple, 4 Eggleston Court, Riverside Park Ind Estate, Middlesbrough, TS2 1RU

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.

Enterprise Made Simple ask that you raise your complaint as soon as possible after the event so that we can investigate fully, in accordance with the following stages.

Stage One- Early resolution

The complaint is captured, acknowledged as received and there is an aim to provide a response within 10 working days.

The complaint is forwarded to the appropriate person/Manager to investigate and provide a written reply for approval within 8 working days.

Once the response is agreed, the reply will go to the complainant within 10 working days. The complainant will be informed of the next stage, should a resolution not be reached, and they have 5 working days to escalate to stage two.

Stage Two- Escalated Resolution

If the complainant is not satisfied at stage one, this must be noted in an email and with the reasons as to why. This will be acknowledged as received at stage two. This will be escalated to an appropriate Director for review, who will have 10 days in which to investigate further and prepare a response. The complainant will be informed of the next stage, should resolution not be reached, and they have 5 working days to escalate to the stage three appeal stage.

Stage Three- Appeal

If the complainant remains unsatisfied, they can appeal within 5 working days in an email, detailing the reasons for the appeal and lack of resolution at stage one and two. This will be acknowledged as received at stage three.

Stage four- External

If the complainant is not satisfied with the internal process this must be noted in an email. This will be acknowledged as received and they will be provided with the details of the appropriate external Stakeholder, such as ESFA, Funding Partner, Awarding Body.