COMPLAINTS POLICY
Introduction
At Leigh Cookery School, we are dedicated to delivering a high-quality, enjoyable, and educational cooking experience for all clients. We value feedback from our participants and are committed to resolving any issues that may arise in a prompt and fair manner. This policy outlines our procedure for handling complaints to ensure they are managed efficiently and transparently.
Scope
This policy applies to all clients, staff, and stakeholders involved with Leigh Cookery School’s in-person classes and activities.
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of our service, including class content, booking procedures, or the conduct of staff.
How to Make a Complaint
Informal Resolution: We encourage you to raise any concerns directly with the team member involved during or shortly after the class. Many issues can be resolved quickly and informally.
Formal Complaint: If you are not satisfied with the informal resolution, you may submit a formal complaint by emailing us at leighcookeryschool@gmail.com. Please include detailed information about the issue, along with any relevant dates, times, and names of individuals involved.
Complaint Handling Procedure
Acknowledgement: We will acknowledge receipt of your complaint within 2 working days.
Investigation: A designated member of our team will investigate your complaint. This may include reviewing class details, speaking with relevant staff, and gathering any necessary information.
Response: We aim to provide a full response within 10 working days of acknowledging the complaint. Should more time be required, we will inform you of the delay and provide an updated timeline.
Resolution: Our response will outline the steps we have taken to address your complaint and any measures we plan to implement to prevent similar issues in the future.
Escalation
If you are not satisfied with the outcome, you may request a review by a senior member of our team. To escalate a complaint, please email leighcookeryschool@gmail.com with the details of your initial complaint and any additional comments.
Confidentiality
All complaints will be handled with strict confidentiality. Information will only be shared with individuals directly involved in the investigation and resolution process.
Record Keeping
We will maintain a record of all complaints, including details of the investigation and the outcome. These records will be used to enhance our services and ensure accountability.
Continuous Improvement
Leigh Cookery School is committed to continually improving our services. Feedback from complaints will be analysed to identify areas for improvement, enabling us to implement necessary changes and maintain a high standard of service.
Contact Information
For questions or to make a complaint, please contact us at leighcookeryschool@gmail.com.