Introduction
Optivolt Solutions Limited is committed to providing high-quality training and assessment services. We take all complaints seriously and aim to resolve them fairly and promptly.
What is a Complaint?
A complaint is an expression of dissatisfaction about any aspect of our services, including programme content, delivery, staff conduct, or administrative matters.
Informal Resolution
We encourage you to first raise any concerns informally with the relevant member of staff. Many issues can be resolved quickly through direct communication.
Formal Complaint Procedure
If informal resolution is not successful or appropriate:
Stage 1: Submitting a Complaint
- Submit your complaint in writing via email to: complaints@optivoltsolutions.com
- Include your name, contact details, and programme (if applicable)
- Clearly describe the nature of your complaint
- Include any relevant documentation or evidence
- State what outcome you are seeking
Stage 2: Acknowledgement
We will acknowledge receipt of your complaint within 5 working days and inform you of who will be investigating.
Stage 3: Investigation
We will investigate your complaint thoroughly and fairly. This may involve reviewing documentation, speaking to relevant parties, and gathering evidence.
Stage 4: Response
We aim to provide a full response within 20 working days. If the investigation requires more time, we will keep you informed of progress.
Appeal Process
If you are not satisfied with our response, you may appeal in writing within 10 working days. Appeals will be reviewed by a senior member of staff not previously involved in the complaint.
Confidentiality
All complaints will be handled confidentially. Information will only be shared with those directly involved in investigating and resolving the complaint.
Record Keeping
We maintain records of all formal complaints and their outcomes to identify trends and improve our services.
Contact
To submit a complaint or for questions about this policy:
Email: complaints@optivoltsolutions.com
Optivolt Solutions Limited
United Kingdom