Customer complaints and feedback policy
- WHO CAN MAKE A COMPLAINT?
A complaint can be made by any individual or organisation who receives a service from CRS any of our agencies or partners or individuals or organisations, who may be impacted by the service CRS provides.
- HOW SHOULD COMPLAINTS BE MADE?
Complaints may be made in the following ways:-
- By email to the Managing Director of CRS at IFC@crsrisk.com.
- In a letter addressed to the Managing Director of CRS at
14 Mallard Way
- By scheduling an appointment with the Managing Director of CRS at 14 Mallard Way, Pride Park, Derby, DE24 8GX United Kingdom.
- ACTION BY CRS
CRS aims to make an initial response within 24 hours of a complaint being made. Sometimes more time is required to research the complaint in order to provide a more complete response. CRS will always strive to provide full satisfaction to the complainant in the shortest time possible. All complaints and actions resulting will be recorded on a form B.
If at the conclusion of the complaint process there is dissatisfaction with the handling of the complaint by CRS that relates to any of our qualifications awarded by the National Examination Board in Occupational Safety and Health (NEBOSH) then the complaint may be escalated to NEBOSH where it will be handled under the NEBOSH complaints policy, details of which can be found at www.nebosh.org.uk. If the client is unhappy with the response by NEBOSH then a candidate has the option of making a complaint to the Scottish Qualifications Authority at www.sqa.org.uk.
- MONITORING OF POLICY
The policy is monitored and handled directly by the Managing Director of CRS.
- REVIEW OF POLICY
This policy will be reviewed every two years.
Corporate Risk Systems Limited (CRS) aims to provide our delegates and customers with a service that they are delighted with at all times. However if our service falls below the customer’s expectation at any time then it is hoped that the customer would feed back and that the problem can be rectified immediately. If is not resolved to the customer’s satisfaction then it is requested that a CRS form B is completed by the complainant. A copy can be downloaded HERE.
Where the complainant is a delegate on one of our training courses, please contact the courses training instructor to attempt to resolve the issue concerned. Where the delegate feels unable to discuss the matter or has not received a satisfactory resolution please complete the form B enclosed in the training pack provided and email to the CRS Managing Director at IFC@crsrisk.com.
CRS takes all complaints seriously and welcomes feedback on the service that we provide. Complaints are used positively by CRS to improve our levels of customer satisfaction.
Corporate Risk Systems Limited