Complaints Policy

See below our Complaints Policy.

Introduction

OTC is committed to providing a high standard of service to all our customers. However, we understand that sometimes customers will feel that they have a reason to complain about the service they have received from us.

We encourage feedback from customers, including complaints, and this policy and procedure outlines our approach to handling any complaints we receive.

For the purpose of this procedure, a customer is anyone who contacts OTC to request a service or is receiving a service from us.

OTC strives to:

Make it easy and straightforward for customers to make a complaint

Put things right quickly for our customers when they have gone wrong

Keep the complainant informed of the progress of their complaint

Respond to complaints within the published timescales and keep you informed

Review the process at regular interval to ensure it is meeting the needs of customers and the organisation

Seek to learn from complaints to improve future performance

Advise complainants of their right to appeal and how they can do this if they remain dissatisfied after their complaint has been through all the stages of the internal complaints procedure

It must be recognised that customers may not always like the outcome of their complaint but this policy aims to provide reassurance that a thorough investigation of the issues raised will be undertaken.

What is a complaint?

A complaint is when a customer tells us that they are not happy with the agreed or expected level of service they have received or something we have done/not done and we have not put things right to their satisfaction.

Please note that if there is a complaint or disagreement about an examination result or internal/external assessment, the appeal procedure will need to be used.  OTC will provide advice in this respect. 

How can a complaint be made?

Any customer wishing to make a complaint can do so, by telephone, email, letter, in person or by completing a complaints form. Every assistance will be offered to any person requiring support to make a complaint. It is helpful if the person making the complaint (i.e. the complainant) can give us as much information as possible.

A complaint can be received by any member of staff who will either:

• Deal with it directly if appropriate e.g. Stage 1
• Pass the information to the most appropriate manager so that it may be handled in line with the policy.

For further information, please download the Complaints Policy at the bottom of this page.

Timescales

The timescales within the Complaints Policy are provided as a guide only and it may not always be possible to work within them due to a number of variable factors such as the complexity of the complaint or the availability of relevant persons. Where timescales cannot be met, the complainant will be notified of the reasons for delay and an estimated timescale for response.

Confidentiality

Privacy and confidentiality will be maintained in the handling of complaints except where disclosure is necessary to investigate and progress the complaint. It is OTC’s expectation that any documentation generated by a complaint will be respected by all parties and treated as confidential.