Definition of a formal complaint
A formal complaint is an expression of dissatisfaction concerning Titan Development Centre (TDC) products or services, when the complainant has drawn their concern to the attention of one of the TDC’s employees and is not satisfied with the response.
Making a formal complaint
If you are dissatisfied with the way that your problem has been dealt with by a member of staff, we encourage you to ask to speak to the Head of Centre. You have the choice as to whether you wish to have your formal complaint dealt with by telephone, letter or e-mail.
If you prefer to have your complaint dealt with in writing, please forward details of the complaint to:
Michael Roberts
Head of Centre
Titan Development Centre
Barcroft House
Barcroft Street
Bury
BL9 5BT.
or by email to:Â [email protected]
You should include as much information as possible, including the nature of the problem, the date the problem occurred and the details of who you have previously spoken to. You should also tell us what you feel the outcome of your complaint should be. Please remember to provide full details of the address where you would like the response to be sent.
Receipt of the complaint will be acknowledged on the same day that it is received by email. Letters will be sent out first class on the day of receipt.
We undertake to treat the complaint confidentially and to investigate it impartially and thoroughly. A written report will be sent within 10 working days, although every effort will be made to respond within 5 working days. Details of the investigation and our proposed remedial action will be included within the response.
Details of all complaints will be kept on file and used to assist staff training and annual performance appraisals.
If you remain unhappy after following our internal complaints procedure and your complaint refers to services you have received relating to your course and achieving your qualification, then please contact the Awarding Organisation directly. The Awarding Organisation is Highfield Qualifications and their complaint policy can be located on their website www.highfieldqualifications.com The HQ team can be contacted by letter, telephone or email using the information below.
Highfield Qualifications
Highfield ICON
First Point
Balby Carr Bank
Doncaster
DN4 5JQ
Telephone: 01302 363277
[email protected]
Should you address your complaint to Highfield Qualifications and remain unhappy with the outcome, you may then raise your complaint to The Office of Qualifications and Examinations Regulation (Ofqual). The contact detail are as follows.
Ofqual
Spring Place
Herald Avenue
Coventry
CV5 6UB
Telephone: 0300 3033344
[email protected]