CUSTOMER CARE POLICY STATEMENT 

Zenith is committed to providing a high level of service and maximising the benefits to customers, learners and apprentices through the services we provide.  We are committed to ensuring that our services are accessible to all those who wish to use them.  

All staff members are committed to assisting customers and demonstrating that they care about their needs.  

All staff will provide competent, courteous, helpful and friendly service to the highest professional standards. At all times staff will seek to demonstrate a flexible and responsive attitude to customers and learners alike.  

This Policy will apply to internal and external customers. 

The Complaints Process sets out what to do if you do not receive satisfaction from us. We aim to deal with complaints promptly, courteously and fairly and learn from them in order to improve our standards. Disclosures are made in confidence, and only those personnel necessary to action the complaints process effectively will have access to information regarding the details of complaints.  

The Compliments Process describes what to do if you wish to tell us about excellent service you have received.  

Updates to this policy are communicated to staff and training takes place for all staff members who complete any stages of the process.  

COMPLAINTS PROCESS 

 

Stage 1 

• If you have a complaint, please contact Angela Anderson, Managing Director, 8 Merchant Court, Monkton Business Park South, Hebburn, Tyne and Wear, NE31 2EX.  

• We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 5 days of us receiving your complaint. 

• We will record your complaint in our central register within a day of having received it. 

• We will acknowledge your reply to our acknowledgment letter and confirm what will happen next. You can expect to receive our acknowledgement letter within 5 days of your reply. 

• We will then start to investigate your complaint. Nicola Jeavons will send you a detailed reply to your complaint. This will include her suggestions for resolving the matter. She will do this within 5 days of completing her investigation. If your complaint is not resolved at stage 1, or you feel the issue has not been dealt with satisfactorily, you can take your complaint to stage 2. 

 

Stage 2  

You should write to Angela Anderson, Managing Director, identifying both the nature of the complaint and if appropriate, the individual of whom the complaint is being made. Any complaint against an individual will be dealt with in a confidential manner. You will receive a response within 10 working days detailing how we plan to investigate and when you will receive a detailed answer. Following a full review of your complaint we will write to you confirming our final position on your complaint and explaining our reasons.  

If your complaint is not resolved at stage 2, or you feel the issue has not been dealt with satisfactorily following our own internal complaints procedure you can take your complaint to stage 3. 

 

Stage 3 

Zenith – Recruitment 

If your complaint refers to services you have received within recruitment you can contact the Employment Agencies Standards Office at the Department for Business, Innovation and Skills (BIS) or the REC, the industry trade association, of which we are a member by writing to the Professional Standards Manager, REC, 15 Welbeck Street, London W1G 9XT. 

 

Zenith – Training 

If your complaint refers to services you have received relating to your training course, you can complain to the Department for Education (DfE) about how your complaint was handled. The DfE does not deal with complaints about employment issues however (for example, a problem with your contract if you’re working as an apprentice). 

You must contact the DfE within 12 months of the issue happening. Use the DfE’s online contact form – Contact the Department for Education – Contact type – GOV.UK or write to: 

Complaints 

Ministerial and Public Communications Division 

Department for Education 

Piccadilly Gate 

Store Street 

Manchester M1 2WDCV1 2WT 

You can also call: 0370 000 2288 (Mon–Fri, 9am–5pm) 

 

The DfE will reply to let you know what will happen next.  

If your complaint refers to internal assessment, please utilise the Appeals Policy. If your complaint refers to achieving your qualification or appealing exam results, please contact the Awarding Organisation directly. The contact details for our Awarding Organisations can be obtained from our Quality & Compliance Manager, Jo Tunnadine who can be contacted via email on jotunnadine@zenithpeople.com or in writing to 8 Merchant Court, Monkton Business Park South, Hebburn, NE31 2EX. 

Should you address your complaint to the Awarding Organisation and remain unhappy with the outcome you may raise your complaint to the relevant qualification regulator. Either a representative of Zenith of the Awarding Organisation will be able to offer you guidance on the appropriate qualification regulator in each instance and provide contact details.  

If we need to change any of the time scales above, we will let you know and explain why. 

 

COMPLIMENTS  

Compliments can be defined as “an expression of appreciation”. Perhaps a member of staff has provided a level of service that you feel is beyond your expectations or someone has gone above and beyond the call of duty. In these cases, we would like to hear from you.  

You can simply make a phone call (0191 4286444) or drop an email or letter to the member of staff/manager responsible. All feedback conveying positive comments and appreciation of Zenith’s services, staff and products are acknowledged and used for feedback – we feel this is very important to us as a business as compliments from customers, learners and apprentices play a big part in staff morale and can be used as evidence of customer satisfaction.