F1 Training Complaints Procedure
This document outlines the procedure for making a complaint with regards
to our training courses or any of our training services.
Copies of this document are available on request by calling 01225
336096.
This document was last updated in February 2009.
Complaints Procedure:
Information on making a complaint
We are committed to providing a professional, efficient, courteous and
helpful training service to all our customers. However, if you believe that
things have gone wrong and you are dissatisfied with our service, we want
you to tell us. Then we can resolve your complaint, and try to ensure it
does not happen again. This procedure tells you how to make a complaint
about any of our training services.
All our staff receive guidance on how to handle complaints.
How do I make my complaint?
You may be able to resolve your complaint by taking it up immediately
with the individual trainer concerned, or by calling your account manager
on 01225 336096.
But if not, you can write (including fax and e-mail) to our head office
(3 Kelso Place, Upper Bristol Road, Bath, Somerset, BA1 3AU, or email
enquiries@f1comp.co.uk). You
can also telephone us on 01225 336096, although you may be asked to put the
details of your complaint in writing.
What should I include in my complaint?
You should include:
Your name (and company name if appropriate), and address;
The name and date of the course you attended;
Copies of any relevant correspondence about the complaint;
The name of the person who you wrote or spoke to, and when, to help us
find the papers and/or phone logs;
Details about what has gone wrong or has not been handled properly; and
An explanation of how you would like us to resolve your complaint.
What will happen next?
We will respond in writing to your complaint, within 10 working days of
receiving it. If this is not possible, we will, within 5 working days, send
you an acknowledgement explaining why we cannot provide you with an
immediate response, including details of when you can expect a full reply.
We recognise that each complaint is different and that we will need to
deal with each one in the most appropriate way. Therefore, our target is to
address 90% of all complaints within 10 working days. We will reply to the
remaining 10% within 20 working days. All complaints are logged in a
database and then tracked to completion.
What if I am not satisfied with the initial response?
If you are not satisfied with our response to your complaint, you can
escalate it by writing to our Managing Director at the Head Office in Bath.
What if my complaint has still not been resolved?
If matters still cannot be resolved, you can write to the National
Computing Centre (NCC) which is the UK's foremost independent Membership
organisation for users of Information Technology, asking them to review
your complaint. F1 agrees in advance to accept any ruling by the NCC as
being fully binding.
What can I expect?
We aim to provide a high standard of service but, unfortunately, there
may be times when we make a mistake. If this happens you are entitled to
expect any one, or a combination, of the following:
An apology;
An explanation;
An assurance that the same mistake will not happen again;
Details of the action we have taken to put things right.
You may also be entitled to financial compensation and/or alternative
training courses/services. Compensation will depend on the nature of the
mistake, the circumstances in which the mistake was made, and any actual
loss you have suffered or costs incurred as a direct consequence of the
mistake. Each claim is considered on its merits.
Users' views
One of the best ways we can continue to improve our service is by
listening, and responding, to your views. As well as learning from your
complaints, we welcome any comments or suggestions you may have on how we
can improve. Equally, we would like you to tell us when we get it right, so
that we can maintain our good practices. Please send any comments to our
Head Office.
@ F1 Computing Systems 2009