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COMPLAINTS PROCEDURE
(for Osiris Training & Consultancy & Osiris College training)
We take any complaint seriously
and we will act to resolve any issue as soon as is possible. However,
formal and convoluted "complaints procedures" do nothing but delay and
confuse issues.
They tend to work against the complainant rather than for.
Our approach is
very simple: If you have a
complaint please put it in writing and email it to us
making sure we have contact details for you. The
Directors will acknowledge your complaint within 24 hours of us receiving it.
However, please bear in
mind that you might send it on Monday but we won't open your email until Friday.
That will
be unusual, but it can happen, so please understand that any delay is not
deliberate. If you have not heard
anything after seven days it will likely mean that there is some serious
computer problem which we will be
working to resolve as soon as we can. We
will respond to you in writing within seven working days of us receiving your
complaint. If our
answer is not to your satisfaction we will do our utmost to resolve the matter
with you. We are
reasonable and flexible people and we anticipate that we should be able to
resolve issues with you quickly
and definitively. In the
final analysis and if despite everything we have tried we cannot reach
agreement, we will refer the matter
to an (agreed) Independent Adjudicator. We do not anticipate that this will ever be
necessary.
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