The Partnership for Learning Customer Charter
What is it? Partnership for Learning encourages its customers to contribute constructive feedback on the level of service received. The charter outlines how this can be done and the reasons for it.
Who is it for?
It is for anyone, who uses/purchases the services of Partnership for Learning, be they a course attendee, a meeting delegate, a young person enrolled on an apprenticeship programme, a trainer etc.
Why was it designed? At Partnership for Learning we are always striving to improve our level of customer service. It is therefore imperative that we are aware of your thoughts on the quality of the service which you have received.
How can I give feedback?
Feedback is collected in a number of ways, such as course evaluation forms, tutor feedback forms, conference organiser forms and conference delegate feedback cards. Additionally, displayed on reception, are the complaints, compliments and comment forms, that our customers are invited to complete. We also welcome feedback via word of mouth, e-mail, letter, fax or telephone (our contact details are below). From time to time, Partnership for Learning also distribute customer service evaluation forms to its customers.
What is done with the feedback?
Feedback is reviewed promptly upon receipt. Any issue that needs actioning will be passed to the Quality & Work-Based Learning Manager, who will discuss it with the relevant member of staff. The issue will then be acted upon accordingly. The Quality Forum reviews feedback every two weeks as part of its commitment to continuous improvement. The Quality Forum also reports to the Management Board on a regular basis. The results of the feedback are kept under review by the staff and the Partnership for Learning Board. Moreover, from time to time, the customer satisfaction database will be published for quality reasons. (NB: All feedback will be kept anonymous).
If a matter cannot be resolved immediately and I wish to make a formal complaint, how do I do it?
The formal complaint form is available from reception (NB: If you are offsite please telephone our reception who will be happy to send you a form). Please complete the form fully stating your name, contact details and the date and nature of your complaint. Your form should then be placed in the envolope provided and posted back to the address below. All envelopes are marked ‘private and confidential’. Alternatively, please write to the Quality & Work-Based Learning Manager, Partnership for Learning, South Road, Liverpool, L24 9PZ stating your contact details and the nature of the complaint. Please also state how Partnership for Learning can resolve any issues you may have.
Your complaint will be received by the Quality & Work-Based Learning Manager, who will pass it to the relevant member of staff for action and your complaint will be immediately acknowledged. A written response will be sent within 5 days of the complaint being made. Our aim is that wherever possible, your complaint will be resolved within 14 days. All complaints will be logged on to the customer satisfaction database mentioned above. Additionally, all complaints will be forwarded to the Quality Forum and subsequently to the Management Board to track progress and to ensure adequate resolution.
Thank you for taking the time to read the Charter.