Policy and procedure
Paragon Skills is committed to ensuring that concerns from people using our services are acknowledged, responded to and that we learn from them. This policy document sets out our approach to receiving and responding to complaints from our external stakeholders – our learners and their employers and parents/guardians.
Policy aim
We aim to resolve complaints quickly, fairly and effectively and seek to:
- Treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response
- Handle complaints promptly and, when appropriate, confidentially
- Investigate all complaints in accordance with the agreed process, and in all cases, make strong and appropriate efforts to resolve any complaint to the complainant’s satisfaction
- Put things right quickly for our customers when they go wrong
- Keep our customers informed of the progress of their complaint and the results of any subsequent investigation
- Learn from each complaint to improve future performance
- Set performance targets for responding to complaints and monitor our performance against these targets
- Advise our customers of their right to complain to an appropriate regulator or agency – such as the Education and Skills Funding Agency – if they remain dissatisfied after their complaint has been through all stages of our complaints procedure