Customer Complaints Procedure
Kind Communities is committed to providing a quality service and achieving the highest standards of service. One of the ways in which we can continue to improve our service is by listening and responding to the views of our learners. Therefore we aim to ensure that:
- Making a complaint is as easy as possible for you.
- We treat any clear expression of dissatisfaction with our courses and/or services as a complaint.
- We treat every complaint seriously regardless of how it is received.
- We deal with it promptly, politely and, in the first instance we would try to deal with it informally (for example, by telephone).
- We respond with a full explanation and information on any action taken.
- We learn from complaints by establishing the root cause and take any appropriate action to improve our service and the experience of customers and learners going forwards.
- Kind Communities reserves the right to pass on relevant information to a third party where there is a valid legal reason to do so. any request for information will be investigated internally prior to any personal information being passed on.
How do you make a complaint?
Customers can make a complaint by emailing us directly at complaints@kind-communities.org .
What happens next?
- We acknowledge receipt via phone or email within 3 working days
- We will complete a thorough investigation into your complaint and will endeavour to provide a full response and resolution within 6 weeks
- If you are not fully satisfied with our response/proposed resolution, please appeal the decision in writing and we will endeavour to resolve it to your satisfaction