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Customer Complaints Policy

A complaint is where an expression of dissatisfaction has been raised by a customer/supplier or partner against an individual or section within the Chamber and concerns any subject which affects the quality-of-service delivery. It includes complaints by customers against training suppliers, consultants, or subcontractors.

St Helens Chamber is committed to providing a high-quality service for all our members, clients and learners. To continually improve our service, we listen and respond to the views of everyone we work with.

If you are dissatisfied with any service provided by St Helens Chamber or by suppliers, consultants or subcontractors working on behalf of St Helens Chamber, please forward your complaint to the Executive Assistant (details below). Your complaint will be noted on our Complaints Log and acknowledged within 4 working days.

Your complaint will then be investigated by the relevant manager and a formal response provided to you within 10 working days. Should further information be needed we will contact you about this.

In exceptional circumstances where it is not possible to carry out an investigation within 10 working days you will be advised that a response will take longer and the likely response timescale.

If you are dissatisfied with the outcome of your complaint, please write to the Chief Executive at St Helens Chamber explaining the reasons for your dissatisfaction who will then carry out a further investigation and advise you of the outcome within 10 working days.

To submit a complaint, please contact Sarah Melvin Executive Assistant on 01744 742073 or email  sarah.melvin@sthelenschamber.com

In the event that your complaint has not been resolved to your satisfaction and relates to training funded by the Education and Skills Funding Agency (ESFA), such as an apprenticeship, you may contact the ESFA within 12 months of St Helens Chamber final decision by email or in writing at:

Mail:

Complaints team
Education and Skills Funding Agency
Cheylesmore House
Quinton Road
Coventry
CV1 2WT

Email: complaints.ESFA@education.gov.uk