Complaints & Compliments Policy & Procedure
| Provider Name: | FRS Training |
| Policy Area: | Support for Learners QAP 7.1.1 |
| Purpose: | The purpose of this policy & procedure is to detail how FRS Training aims to ensure that all compliments and complaints, either written or verbal, are handled in a consistent and regulated manner and that further complaint incidents are mitigated and where possible, prevented. |
| Scope: | This procedure applies to Trainers and FRS staff involved in training programmes leading to certification by all accreditation bodies. |
| Staff Responsible | General Manager, QA Manager, Sales Managers, Training Co-ordinators. Trainers |
| Others Involved | Accrediting Body |
| Definitions | FRS Training delivers a variety of accredited programmes and for the purpose of this policy and procedure all tutors, instructors, assessors, examiners will be referred to as trainers.
Accrediting Body refers to the following – QQI, PHECC, LANTRA, City and Guilds, ILM, SOLAS. For the purpose of this policy and procedure all learners, participants, candidates, students, stakeholders, customers will be referred to as individuals. For the purpose of this policy and procedure all courses, units, modules, components will be referred to as a programme. |
The aim of this policy is to set out FRS Training intent and objectives for handling
complaints, from offering a clear and approachable system for individuals
to complain, through to investigating all complaints received to identify the cause, issues, and corrective actions regarding the
complaint, and to implement measures to prevent reoccurrences where applicable.
Section 1: Complaints
1. Complaints may be made by individuals about any aspect of the service provided by FRS Training. Occasionally, individuals may wish to complain to FRS Training about the service they have received.
2. FRS Training considers a complaint to be any contact whereby a negative communication or outcome has occurred. The complainant (individual making the complaint) does not have to formally address their communication as an official complaint or to request a response for FRS Training to treat the incident as a complaint and to follow the related procedures.
3. FRS Training acknowledges that some issues and complaints can be resolved immediately or within a 2-working day timeframe and these are referred to as informal complaints.
With informal complaints an investigation may not be required because the nature of the complaint is clear, and a resolution can be obtained without further review of the facts. Informal complaints are still logged on our Compliment and Complaints log.
4. Complainants will be advised of the FRS Training formal complaints procedure.
5. The complainant will be advised to record their complaint in writing and to submit it info@frstraining.com or FRS Training Derryvale Roscrea Co Tipperary.
6. All complaints will be investigated by a trained member of staff and a full outcome summary provided to Senior Management.
The relevant parties will be contacted to give an account of the matters that are the subject of the complaint. In cases where a complaint cannot be resolved to the satisfaction of all parties concerned, The Relevant awarding body will be notified, and the final decision may rest with the Awarding Body QA committee.
7. Complaints will be investigated and responded to within 10 working days from the initial contact.
8. Complaint responses will always be provided in writing (unless the complainant makes a specific request for an alternate form of communication, which will be provided in addition to the written format)
9. All compliments and complaints will be recorded in the FRST Log of Compliments and Complaints under the following headings
- Date
- Nature of Complaint
- Department(s) Involved
- Lead Investigator
- Action
- Decision Letter Sent (Y/N)
- Date Complaint Closed
The FRST Log of compliments and complaints is maintained to make sure that appropriate action is taken.
10. FRST Log of compliment and complaints will be used to revise organisational procedures and to improve communication and organisational practices where applicable
11. Complainants are advised of their rights and provided with any relevant right to refer/lodge/ or appeal the complaint and the applicable contact details for the relevant bodies
12. There is no fee for submitting a complaint.
13. If, at any point, any of the individuals involved wish to place the matter in the hands of their solicitors, FRS Training will make no further attempt to resolve the issue and will wait for legal action to take its course. This does not, of course, prevent any of the parties seeking legal advice.
14. If a complaint is upheld, consideration will be given as to whether the issue has impacted on other learners and whether action needs to be taken.
FRS Training are always happy to hear from individuals who are satisfied with the product or service we offer. FRS Training recognises that when people have taken the time to offer a comment or compliment their contribution should be acknowledged with a response. Anyone making a comment or compliment will receive a written communication summarising the nature of their comment or compliment and how we have responded.
If individuals wish to formally compliment FRS Training on any aspect of its product or service including that received by individual members of staff, please contact FRS Training in writing via email. All compliments will be recorded in the FRST Log of compliments and complaints.
- General Manager
- QA Manager
- Sales Managers
- Training Co-ordinators
FRST Log of compliment and complaints
| Version No | Revision date | Revised by | Approved by | Approved date | Review date |
| 3 | Dec-22 | QAM | Quality Assurance Committee | Dec-22 | Dec-25 |