Complaints and feedback

If you have a complaint about our Company, we want to hear about it and we will do our best to put it right.

At Intuitive Thinking Skills it’s our mission to say what we do, do what we say, and where we fall short we put it right! Should you have any ideas on how to improve our services we would be delighted to receive them, and we are sorry if you feel it is necessary for you to make a complaint.

If you have a complaint about our Company, we want to hear about it and we will do our best to put it right.

Our Customer Complaints Procedure has the following goals:

  • To deal with complaints fairly, efficiently and effectively;
  • To ensure that all complaints are handled in a consistent manner throughout;
  • To increase Customer and Learner satisfaction;
  • To use complaints constructively in the planning and improvement of our services.

A complaint is defined as an oral or written expression of dissatisfaction or concern you may have about services provided by Intuitive Thinking Skills or about actions or lack of actions by Intuitive Thinking Skills employees.

Anyone who is receiving a service from Intuitive Thinking Skills;

  • Providing a service to Intuitive Thinking Skills;
  • Caring for someone who has a complaint.

Intuitive Thinking Skills Ltd would like to deal with any complaint as soon as possible.

Many complaints can be resolved informally. In the first instance contact Intuitive Thinking Skills on 0161 223  1094.

If you feel able, speak to the member of staff the complaint is concerning or ask to speak to their manager, who will contact you to resolve the matter.

If you make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well.

If you are not satisfied or do not wish for an informal solution, you may pursue a formal complaint. The ways you can do this are:

Write down your complaint and send it to:

Peter Bentley
Managing Director

Intuitive Thinking Skills Ltd.
457 Chester Road
Manchester
M16 9HA

or you can email your complaint to:

complaints@intuitivethinkingskills.com

Phone Number: 0161 223 1094

 

 

You will receive acknowledgement of your complaint within 5 working days. Your complaint will be logged on our Complaints Procedure Activity log and assigned to the appropriate person in the company.

You may be contacted to make sure that we have understood your complaint properly and to give you the opportunity to agree on the next steps to be taken.

You will receive a response to your complaint within 28 working days of its receipt. Any extension of this time limit requires your consent.

Yes, you can. Should you want a representative to act on your behalf this can be agreed at the start of the process.

In all cases, a complaint will be given full and fair consideration.

However, if as a result of your complaint, disciplinary proceedings are taken against a member of staff, an internal procedure will apply. You will be informed that disciplinary proceedings have taken place, but as these proceedings are confidential, you will only be informed of the details or outcome of matters outside of this procedure.

If a criminal offence is alleged, then the police will be informed.