Our Complaints Policy
Compass Sea School Ltd, is committed to providing the best possible service that we can. We recognise that sometimes customers will feel that they have cause to complain about the service they have received.
We encourage all feedback from customers, including complaints, and have developed a Complaints Policy and an associated Complaints Procedure. Our Complaints Policy explains our broad approach to handling all complaints. Our Complaints Procedure provides clear information on how individual complaints will be handled. Reports relating to complaints will be responded to in accordance with our Policies and Procedures
Aims?
Compass Sea school Ltd aims to resolve complaints quickly, fairly and effectively. We will:
- Advise our customers of their right to appeal if they remain dissatisfied after their complaint has been through all stages of the internal Complaints Procedure
- Aim to put things right quickly for our customers when they go wrong
- Keep our customers informed of the progress of their complaint and the results of any investigation
- Seek to learn from each complaint to improve future performance
- Set performance targets for responding to complaints and monitor our performance against these targets
What is a complaint?
A complaint is when a customer tells us that they are not happy with something that we have done or not done, and we have not put things right.
If you are unhappy with the service provided by Compass Sea School Ltd whether it is the learning experience, assessment, the support you are receiving or about staff or the organisation itself – we promise to take your complaint seriously and treat it as confidential. We also aim to resolve your complaint as speedily as possible.
If you have a complaint about any decision that we have made that affects you, for example, if you feel that you have received the wrong outcome for a course assessment, or you have any other issues and grievances, use this Complaints Procedure.
We are always pleased to receive compliments and complaints because they help us improve the service we provide, both for you and other learners. We’re also interested in your ideas for improving our services. We use the information you give only to improve things. Passing on personal information about you is protected by the Data Protection Act.
Who is a customer?
A customer is anyone who contacts Compass Sea School Ltd to request a course, or has attended one of our courses
How can a complaint be made?
Any customer wishing to make a complaint can do so, by phone, e-mail, website or letter.
Complaint Monitoring
Compass Sea School Ltd is committed to continuous improvement in service delivery. Our Service Standards for Complaints are:
- We will make it easy and straightforward for you to make a complaint
- We will endeavour to respond to your complaint within the published timescales and keep you informed
- We will ensure you have a full explanation to your complaint in your preferred format
- We will tell you if changes have been made to services following your complaint
We will review our Complaints Policy at regular intervals
Complaint Procedure
If you want to complain, here’s what you can do:
- Timing: It helps if you complain straight away to the people involved, as they may be able to put things right immediately. You should make your complaint within 3 months of the event or problem occurring.
- Methods: At any stage, you can register a formal complaint by telephone, email, website or letter. Give as much information as you can, including times, dates, places and names.
- Contact Details: Contact Chief Instructor Compass Sea School Ltd on Tel: 07788185382 email: bookings@compass-seaschool.co.uk or write to us at Compass Sea School Ltd, The Portakabin, Inverness Marina, Longman Drive, Inverness IV1 1SU.
- Response: You will get a first response within 10 working days of receipt of your complaint, and a further response within four weeks.
- Appeal: If you are not satisfied with the outcome of your complaint you can appeal the outcome
