We aim to give our best to everyone who is involved with Cadence Training and we welcome all feedback from people who have used our services. To help us build our relationship with our supporters, learn from your suggestions, and provide opportunities for you to engage with us, we encourage your feedback. We know that listening to your views will help improve our work and the quality of our service.
We recognise that there may be times when things don’t go as well as we want them to. While we strive to avoid mistakes, we also recognise that mistakes may not always be immediately obvious to us. It’s highly important to us that you tell us when this happens. This is why we have a complaints procedure.
We seek to deal with comments and complaints in a respectful, open, timely and responsible way within the constraints of our resources. In turn, Cadence Training expects people who make a complaint to communicate their concerns fairly and appropriately.
All comments and complaints will be treated with confidentiality except when made in relation to suppliers or activities not directly supervised and supported by Cadence Training. In such instances, the comment or complaint shall be shared with the relevant third party.
Feedback can be given through the surveys supplied at the beginning, mid-point and end of the course, or directly to the tutors or course directors. We will always listen carefully to the feedback you give us.
If you are dissatisfied with the response or it is unclear to whom the feedback should be addressed, or where the complaint is of a particularly serious nature and requires a formal response, please follow the steps outlined below.
- Communicate with your designated tutor, clearly stating your complaint. Be sure to provide all the evidence to support your complaint as evidence provided at a later time may affect the complaints validity.
- Your tutor will aim to provide a response within 48 hours. This response may indicate that they need more time to assess the complaint, but we expect to provide a full response within a maximum of 1 week or less if the complaint is time sensitive.
- If not happy with the response, or if you feel it has not been dealt with adequately please get in touch as soon as possible with our Welfare Lead (Lindsey Garwood) using her contact details which were supplied to you at the beginning of your course.
- If you still feel the complaint has not been dealt with adequately, please inform the qualifying body for your course. For ITG accredited courses your first point of contact is the Institute Visitor for your course (their contact details will have been supplied to you at the start of the course). The qualifying body of your course will provide a final response to your complaint.