Complaints Policy & Procedure

Introduction

C&C Training Ltd (CCT) is dedicated to providing an exceptional level of services to all clients, subcontractors, and suppliers. Our Complaints Policy and Procedure are designed to support this commitment by ensuring that any expression of dissatisfaction with our services is addressed swiftly and efficiently.

We aim to resolve issues promptly and use the feedback to learn and improve our business operations, ensuring that we correct any issues for the complainant and reduce the likelihood of similar complaints in the future.DefinitionA complaint is defined as a verbal or written expression of dissatisfaction about an aspect of service or facility.

Subcontractors, Suppliers, and Clients are individuals or entities who access, receive, or benefit from C&C Training Ltd services.PrinciplesOur procedure is intended to be simple, clear, and fair to all parties involved. Complaints will be handled with sensitivity and in compliance with GDPR.

Any individual named in a complaint will be informed of the substance of the complaint and given the right to reply as part of the investigation. Information contained within the complaint will be shared only with those involved in its resolution. Complaints ProcedureComplaints can be emailed to Complaints@cctraining.uk.com or the designated person responsible (as noted below) or alternatively can be sent to:

C&C Training Ltd
Unit 1 Ridgeway Court
Grovebury Road
Leighton Buzzard
LU7 4SF

Contact Number: 01525 851752

Complaints emailed to Complaints@cctraining.uk.com will be immediately forwarded to the relevant person responsible.

The responsible persons for handling complaints are as follows:
• Complaints from Suppliers – Commercial Director
• Complaints from Clients – Designated Account Manager
• Complaints from Subcontractors – Commercial Director
• Financial Complaints – Head of FinanceWhere the responsible person is unavailable, the Managing Director or Operations Manager will take ownership.

Acknowledgement of Complaints

Email acknowledgement through Complaints@cctraining.uk.com will be acknowledged within 48 hours.

Head Office: 01525 851 752

Email: enquiries@cctraining.uk.com

On Receipt of a Complaint

On receipt of a complaint, the following information will be recorded in the Complaints Register:
• Complainant Details
• Course Details (if applicable)
• Complaint Details
• Nature of the complaintIf the complaint is resolved to the satisfaction of both parties within 10 working days, the Complaints Register will be updated accordingly.If the complaint is not resolved within 10 working days and the complainant is not satisfied with the resolutions, it will be escalated to the Managing Director.

The Managing Director will make the final decision and communicate the outcome to the complainant within 2 working days of receiving the escalated complaint.In the event that the MD is unavailable, the Commercial Director will assume responsibility for resolving the complaint, provided that the Commercial Director is not the original owner of the complaint.

Recording Progress and Resolution

Progress leading up to resolution must be recorded in the Complaints Register with the following information:
• Initial Investigation
• Findings of the investigation
• Relevant action taken
• Whether the complaint has been escalated to a higher level to achieve resolution
• Outcome of the complaint
• Lessons Learnt

Special Cases

If the complaint involves a CCT employee, the Managing Director may decide that the complaint should be investigated under the company’s Grievance/Disciplinary Policy and Procedure.

All complaints will be reviewed and discussed at the Head of Department meetings. Lessons learned will be logged under the CCT Improvement Log to prevent future complaints. If the complaint is in relation to training delivered under one of CCT’s awarding bodies and the CCT complaints process has been exhausted, if the complainant remains dissatisfied, they may escalate their complaint to the awarding body. Details of this can be found in Appendix A.

The complaint can also be escalated to the regulatory body of the awarding organisation.Escalation to Awarding or Regulatory BodiesIf the complaint relates to training delivered under a CCT Awarding Body and the CCT Complaints process has been exhausted, the complainant may escalate their complaint to the awarding body. Details of this process can be found in Appendix A. The complaint can also be escalated to the regulatory body of the awarding organisation.

APPENDIX A

City & Guilds

• Address:
  • 5-6 Giltspur Street, London, EC1A 9DE
• Contact Person:
  • Feedback and Complaints Team
• Email Address:
  • feedbackandcomplaints@cityandguilds.com
• Phone Number:
  • 0192 4930 800
• Website:
  • City & Guilds Contact Us

CITB (Construction Industry Training Board)

• Address:
  • Sand Martin House, Bittern Way, Peterborough, PE2 8TY
• Contact Person:
  • Approval & Compliance Manager
• Email Address:
  • Not Applicable; must be sent in writing.
• Phone Number:
  • 0344 994 4400
• Website:
  • CITB Contact

CABWI (Certification and Assessment Board for the Water Industry)

• Address:
  • Holland House, 4 Bury Street, London, EC3A 5AW
• Contact Person:
  • Enquiries
• Email Address:
  • enquiries@cabwi.co.uk
• Phone Number:
  • +44 (0) 20 7469 2641
• Website:
  • CABWI Contact

NUCO (National Union of Construction Contractors)

• Address:
  • Barton House, Central Treviscoe, St Austell, Cornwall, PL2 7QP
• Contact Person:
  • Nuco Training Ltd
• Email Address:
  • Enquiries@nucotraining.com

SWQR (Street Works Qualification Register)

• Address:
  • The Optima Building, 58 Robertson Street, Glasgow, G2 8DQ
• Contact Person:
  • Street Works Qualification Register
• Email Address:
  • SWQR@sqa.org.uk
• Phone Number:
  • 0345 270 2720
• Website:
  • SWQR Contact

NPORS (National Plant Operators Registration Scheme)

• Address:
  • 12 & 14 Brunel Court, Rudheath Way, Gadbrook Business Park, Rudheath, Northwich, Cheshire, CW9 7LP
• Contact Person:
  • NPORS
• Email Address:
  • info@npors.com

NEBOSH (National Examination Board in Occupational Safety and Health)

• Address:
  • Dominus Way, Meridian Business Park, Leicester, LE19 1QW
• Contact Person:
  • Customer Enquiry Team Leader
• Email Address:
  • complaints@nebosh.org.uk

PASMA (Prefabricated Access Suppliers' and Manufacturers' Association)

• Website:
  • PASMA Complaints