Complaints Procedure.

 

Yorkshire Independent Roofing Training Group are committed to providing a high quality of service to all our members and learners. However, if something goes wrong we would like to hear about it to help to improve our services we provide. If you wish to make a complaint, please follow the procedure below. All complaints must be made within 14 days of the matter arising.

 

Stage 1

 

An informal complaint can be made to the Yorkshire Independent Roofing Training Group Training Officer. The Training Officer should discuss the complaint with the Individual and attempt to agree a way forward or a solution that suits both parties.

 

Stage 2

 

If the complaint cannot be resolved informally to the satisfaction of the individual, or if Individual feels that they cannot make an informal complaint, the complaint should be submitted in writing stating it is a formal complaint to Denise Cherry on denise@yirtg.org.uk. The individual should provide a detailed account of their grievance. The Training Officer will write to the individual to acknowledge receipt of the complaint within 10 working days and outline the course of action to be taken. The Complaints Officer will carry out a full investigation and will write to the individual within 20 working days with the findings and a decision as to whether the complaint was justified.

 

Stage 3

 

If Individual have followed Stage 1 and/or 2 of the complaints procedure and are still dissatisfied with the outcome, they have the right to take their complaint to the Yorkshire Independent Roofing Training Group Board.  You should request your complaint be forwarded to the Board by the Group Training Officer.

 

 

The Board’s decision is final.