What is a complaint?Any of the following are deemed as complaints:
Concept Northern are committed to providing services of the highest quality. However things don't always go according to plan, but by listening to the views of all who use our services, we hope to continually improve our performance. We aim to ensure that:
How to make a complaint
Stage OneA complaint can be made in writing, by fax, e-mail or by telephone using the contact details below:Contact: Louise TaskerEmail: firstname.lastname@example.org.Concept Northern11-13 St Bryde Street The Village East Kilbride G74 4HQ Tel: 01355 573 073 Fax: 01355 573 173
Stage TwoWhen making a complaint please address your complaint to Pauline Bowman and provide your own contact details so that a response can be made. You can also select how you would like your response i.e. via telephone, letter or by email. Should you not specify we will use the contact details provided.Please make clear the nature of your complaint and provide information as to what took place and when.You will be contacted regarding your complaint within three working days.
Stage ThreeIf you remain dissatisfied with the outcome, please contact Louise Tasker (Company Director). However, please note that all complaints are reviewed by the Company Director as standard. You should, however, make clear your reasons for being unsatisfied with the original outcome.
Stage FourDepending on the nature of the complaint, in the event of an impasse being reached, the matter may be referred back to the college/university (if applicable). If the problem remains unresolved the matter can be referred to the Funding Body.