Customer Complaints Policy & Procedure

Solvendis deliver a range of services to a substantial client base at all times working to ensure total client satisfaction. Solvendis is continuously looking to improve and welcomes feedback on how improvements can be made to the services offered. This procedure is relevant to clients, delegates, apprentices and employers.

If, for any reason, you feel the need to make a formal complaint please follow the procedure set out below:

First Stage

Where you are unhappy with a programme or a service provided, please contact us, within 10 working days, stating the nature of your compliant addressed to;

• andrea@solvendis.co.uk

Upon receipt of your complaint, an investigation will take place and within 21 days of receipt of your complaint we will write to you to inform you of the outcome. If the investigation has not been completed after 21 days, we will write to inform you of the anticipated timescale for completing the investigation.

Appeal Stage

If, on receipt of the outcome of Stage One you are dissatisfied with the outcome or any proposed action you should immediately write to Neil Hulme the Chief Executive at:

• neil@solvendis.co.uk

The Chief Executive will then investigate and will write with the outcome of their investigation within 21 days. If the complaint cannot be investigated within this timescale, the Chief Executive will write to the individual stating when an investigation will be completed.

Government Funded Provision

If after following the above procedure an individual on an ESFA programme (including an apprenticeship) believes that their complaint has not been satisfactorily resolved, may raise their concerns directly with the ESFA at complaints.esfa@education.gov.uk,

Alternatively, you may write to:

Customer Service Team,
Education and Skills Funding Agency
Cheylesmore House
Quinton Road
Coventry CV1 2WT