Complaints and escalation policy

Automotive Transport Training Limited values the opinion and feedback of its employees, candidates and clients and is committed to improving service quality in response to feedback, suggestions, complaints or service issues.

We believe that our customer service is what differentiates us from our competitors, and as such we are continuously seeking ways to improve the service that we give both our clients and candidates.

Scope of the Policy

The policy applies to all aspects of the company’s service, policies and procedures. All employees are required to comply with this policy when dealing with complaints and if required complaint escalation.

Complaints & Escalation Procedure

Although the bulk of service issues are dealt with operationally on a day – to – day basis, there may be occasions when a particular issue needs to be raised and handled formally.

ATT Ltd operates a very open and accessible operational structure, ensuring that the General Manager (Nichola Spragg) is available when required to all parties. This structure allows discussions requiring executive level input to take place quickly and efficiently, streamlining the service to our clients and candidates.

All complaints and service issues will be thoroughly investigated and documented with all parties involved. Clear and accurate communication is central to effective resolution.

Complaints should be made in writing, initially to the member of staff concerned. Receipt of the complaint will be acknowledged immediately pending investigation. By the Managing Director (Kevin Spragg) or General Manager (Nichola Spragg)

Information will be requested regarding who is making the complaint together with nature of complaint. This will be recorded in the complaints register.

You can write to us at: 
 
Automotive Transport Training Ltd , 
Jacknell Road, 
Dodwells Bridge Ind Est, 
Hinckley  
LE10 3BS.