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COMPLAINTS POLICY

Atop Ltd is committed to providing a professional and efficient service. In accordance with our aim to provide a high level of service, we take any complaints seriously and in a non-confrontational manner. All complaints are recorded and monitored so that we can learn from feedback and we will endeavour to enable a full investigation using the three step process below to take place.

Aims of the policy

  • Clients know how to feedback to the Assessment Centre.
  • The process is straightforward.
  • All complaints are taken seriously and dealt with promptly and efficiently.
  • Clients are kept informed of progress.

Complaints procedure

There are three stages to the Complaints procedure:

Stage 1

Immediately

If you wish to complain or have a grievance with any aspect of the service you are able to do this by voicing your concerns to the team member involved.

Stage 2

Referral, Investigation & Reply

If the Stage One response is unsatisfactory and agreement cannot be made, the next stage is for the complaint to be referred in writing to the Assessment Service Manager at the Chester Centre address or by email complaints@atop-ltd.co.uk. The Assessment Service Manager will make an immediate thorough investigation of the Complaint or grievance through reviewing relevant documentation and meeting separately with all parties concerned. You will receive a written response within 2 working days and offered a meeting within 5 working days.

Stage 3

Further Review

If you are still not happy with the outcome after Stage two, the Assessment Service Manager will advise you to either contact your funding body; details to be found at the DSA-QAG website. Or alternatively the Assessment Service Manager will approach another NNAC Centre Manager to look at the complaint.