Complaints Policy
At The Mentoring Lab Community CIC, we are committed to providing a professional, efficient, supportive and helpful service to all our service users. However, if you have reason to believe that something has gone wrong and are dissatisfied or unhappy with our service, we invite you to inform us. We will proactively resolve your complaint, and try to ensure it does not happen again.
This document outlines the procedure for making a complaint with regards to our services.
All our staff receive guidance on how to handle complaints. Copies of this document are available on request by calling 02081588500 or emailing [email protected].
How to make a complaint
You are invited to resolve your complaint by taking it up immediately with the individual concerned, or by calling the Chief Executive Officer, Elaine Thomas on 02081588500 or emailing [email protected].
If you would prefer to put your complaint in writing, you can write to us at The Mentoring Lab, Rights and Equalities in Newham, 478 Barking Rd, London, E13 8QB
What should I include in my complaint?
Within your complaint, please include the following:
What will happen next?
We will respond in writing to your complaint, within 30 working days of receiving it. If this is not possible, we will, within 5 working days, send you an acknowledgement explaining why we cannot provide you with an immediate response, including details of when you can expect a full reply.
We recognise that each complaint is different and that we will need to deal with each one in the most appropriate way. Therefore, our target is to address 90% of all complaints within 10 working days. We will reply to the remaining 10% within 30 working days. All complaints are logged and then dealt with and tracked to completion.
What if I am not satisfied with the initial response?
If you are not satisfied with our response to your complaint, you can escalate it by writing to Trading Standard or your Local Authority.
What can I expect?
We aim to provide a high standard of service but, unfortunately, there may be times when we make a mistake. If this happens you are entitled to expect any one, or a combination, of the following:
You may also be entitled to financial compensation and/or alternative training services.
Compensation will depend on the nature of the mistake, the circumstances in which the mistake was made, and any actual loss you have suffered or costs incurred as a direct consequence of the mistake. Each claim is considered on its merits.
Date of Origin - October 2017
Last Review Date - October 2022
Next Review Date - October 2024
Authority - Chief Executive Officer
Responsibility - Managers, Directors, Ceo
This document outlines the procedure for making a complaint with regards to our services.
All our staff receive guidance on how to handle complaints. Copies of this document are available on request by calling 02081588500 or emailing [email protected].
How to make a complaint
You are invited to resolve your complaint by taking it up immediately with the individual concerned, or by calling the Chief Executive Officer, Elaine Thomas on 02081588500 or emailing [email protected].
If you would prefer to put your complaint in writing, you can write to us at The Mentoring Lab, Rights and Equalities in Newham, 478 Barking Rd, London, E13 8QB
What should I include in my complaint?
Within your complaint, please include the following:
- Your name and address.
- The name and date of the training, workshop or session you attended.
- Copies of any relevant information or correspondence about the complaint.
- The name of the person who you spoke / wrote to regarding the complaint and when, to help us find the papers and/or phone logs
- Details about what has gone wrong or has not been handled properly; and
- The name of the person or persons involved
- An explanation of how you would like us to resolve your complaint.
What will happen next?
We will respond in writing to your complaint, within 30 working days of receiving it. If this is not possible, we will, within 5 working days, send you an acknowledgement explaining why we cannot provide you with an immediate response, including details of when you can expect a full reply.
We recognise that each complaint is different and that we will need to deal with each one in the most appropriate way. Therefore, our target is to address 90% of all complaints within 10 working days. We will reply to the remaining 10% within 30 working days. All complaints are logged and then dealt with and tracked to completion.
What if I am not satisfied with the initial response?
If you are not satisfied with our response to your complaint, you can escalate it by writing to Trading Standard or your Local Authority.
What can I expect?
We aim to provide a high standard of service but, unfortunately, there may be times when we make a mistake. If this happens you are entitled to expect any one, or a combination, of the following:
- An apology
- An explanation
- An assurance that the same mistake will not happen again
- Details of the action we have taken to put things right.
You may also be entitled to financial compensation and/or alternative training services.
Compensation will depend on the nature of the mistake, the circumstances in which the mistake was made, and any actual loss you have suffered or costs incurred as a direct consequence of the mistake. Each claim is considered on its merits.
Date of Origin - October 2017
Last Review Date - October 2022
Next Review Date - October 2024
Authority - Chief Executive Officer
Responsibility - Managers, Directors, Ceo