Satrex is committed to meeting and exceeding our customer care standards and providing high quality products and services and we welcome suggestions for improving our service. However, should the matter necessitate a formal complaint, the procedures detailed in our approach below will be followed.
This policy covers complaints from learners, or members of the public in relation to the qualifications and associated services offered by Satrex.
It is not to be used to cover enquiries about services offered by Satrex or appeals in relation to decisions made by Satrex. These areas are covered by our Enquiries and Appeals Policy. Should a complaint be submitted which is in fact an enquiry or an appeal we will inform the relevant party that the issue is being considered in accordance with our Enquiries and Appeals policy.
If you are unhappy about the way an examination or assessment was delivered and conducted and you suspect malpractice may have occurred you should send your concern to us in accordance with the arrangements in our Malpractice Policy.
We value all of the learners who undertake qualifications and our aim every day is to exceed the expectations of our customers.
We are confident of providing a high quality service and would be extremely disappointed if this is not the case.
Therefore, it is important that should you feel you have encountered a level of service that is below both yours and our expectations that you raise any concerns you may have with us immediately so that we may address them and learn lessons.
How should I complain?
All of our staff have been trained to help our customers and they all like to help, so you should first try to address any problem at the earliest opportunity by speaking to one of our staff.
If they cannot help or you wish to speak to someone else, you can ask to speak to the manager in charge of that office/department. If this is not possible, or if you are not satisfied with the help provided by the manager, please send a written complaint.
You should complain in writing, normally within one month of the event you are complaining about and address it to us at the contact details outlined at the end of this policy..
In the event of a complaint against Satrex, our own complaints procedure must have been exhausted before referring to any awarding body.
If I complain what details do I have to give?
When you contact us, please give us: Your full name, position, contact details including a daytime telephone number along with:
Confidentiality and whistle blowing
Sometimes a complainant will wish to remain anonymous. However, it is always preferable to reveal your identity and contact details to us, and if you are concerned about possible adverse consequences please inform us that you do not wish for us to divulge your identity. If it helps to reassure you on this point, we can confirm that we are not obliged (as recommended by the regulator) to disclose information if to do so would be a breach of confidentiality and/or any other legal duty.
While we are prepared to investigate issues which are reported to us anonymously we shall always try to confirm an allegation by means of a separate investigation before taking up the matter with those the complaint/allegation relates. At all times we will investigate such complaints in accordance with relevant whistle blowing legislation.
What will happen to my complaint?
Subject to receiving contact details, we will acknowledge receipt of your complaint within 48 hours, letting you know who is investigating your complaint.
We aim to investigate the complaint within 15 working days. If your complaint is more complex, or involves people who are not available at the time, we may extend this to 30 working days. We may contact you within this period to seek further information or clarification (in some instances we may recommend a meeting).
At the end of the investigation we shall write/email to inform you of our decision.
We will correspond with complainants only within the normal business hours of 9.00am - 5.00pm.
What happens if my complaint is upheld?
If any part of your complaint is upheld we will of course apologise and give due consideration to how we can improve our service and arrangements - for example, by reviewing our procedures to assess the impact on our arrangements and assessment process (if relevant) or arranging for staff training. In extreme circumstances, internal disciplinary procedures will be exercised in the event of staff misconduct where misconduct has been proven through our internal investigation process.
In situations where a complaint has been successful, or where an investigation indicates a failure in our assessment processes we will as appropriate take actions such as:
(a) identify any other learner who has been affected by that failure,
(b) correct, or where it cannot be corrected, mitigate as far as possible the effect of the failure, and
(c) ensure that the failure does not recur in the future.
What if I am not happy with the reply?
If you are dissatisfied with the decision you may request a review of the complaint and this will be referred to the Company Secretary to undertake a further investigation. We will aim to investigate and respond following this review within 10 days with our final decision.
We reserve the right to cease corresponding with a complainant where we believe, in our reasonable opinion, the continuous contact is vexatious or abusive.
We’ll review the policy and its associated procedures annually as part of our selfevaluation arrangements and revise it as and when necessary in response to customer, learner or regulatory feedback (eg to align with any appeals and complaints process established by the regulator) and any trends that may emerge in the subject matter of complaints received.
If you would like to feedback any views please contact us via the details provided below.
If you have any queries about the contents of this policy or wish to complain by letter, please contact Customer Services on 0845 287 2914, email them at firstname.lastname@example.org or by post at Customer Services, Satrex Ltd. Trinity House, Cambridge Business Park, Cambridge, Cambridgeshire, CB4 0WZ.