Complaints Procedure

Introduction

At Eagle Eye Innovations Limited, we value our customers’ satisfaction and take complaints seriously. This customer-focused complaints procedure outlines our commitment to addressing and resolving any concerns or issues you may have.

Our primary objective is to ensure that all our customers are satisfied with our products and services. We strive to meet and exceed your expectations, and we are dedicated to resolving any complaints or concerns you may raise.

Examples of Complaints

We understand that complaints can arise from various situations. Here are some examples of the types of issues that you may want to bring to our attention:

• Training not meeting your expectations
• Training not meeting specified criteria
• Financial irregularities
• Safety or environmental concerns
• Issues related to tutor integrity

Making a Complaint

If you have a complaint or concern, please follow these steps:

1. Contact our Customer Support Team:
   • Phone: 01522 687681
   • Email: info@eeinnovationsltd.com
   • Office Address: Building B, West Central Business Park, Runcorn Rd, Lincoln, LN6 3QP
2. Provide clear and detailed information about your complaint, including relevant dates and any supporting documentation.

Timescales for Response

We aim to acknowledge your complaint within 2 working days upon receipt. Our team will then thoroughly investigate the issue and provide you with a substantive response within 5 working days. If we require additional time to investigate complex matters, we will notify you and provide regular updates on the progress.

Escalation Process

If you remain dissatisfied with our response or the resolution provided by the centre, you have the right to escalate your complaint. Please follow these steps:

1. Contact the Awarding Organisation: i.e. ProQual
2. Provide them with a detailed account of your complaint, including any correspondence with the centre and their response.
3. If necessary, you can further escalate your complaint to the relevant Qualification Regulator:

We encourage you to retain copies of all relevant communication and documentation throughout the complaints process.

Continuous Improvement Opportunities

Even if an issue does not warrant a formal complaint, we appreciate opportunities for improvement. In such cases, you can provide feedback or suggestions for enhancement by contacting our Customer Support Team using the contact details mentioned above.

Transparent Communication

Throughout the complaint resolution process, we maintain open and transparent communication with all parties involved. We will share the results of our investigations, including any root cause analysis and lessons learned, based on the level of risk associated with the issue.

Ensuring Customer Confidence

If a non-conformance results in the need for a Credit Note, we will document this information alongside the corresponding computer system reference number. Credit notes related to non-conformance issues require authorisation from the Managing Director or Director, ensuring accountability and maintaining your confidence in our processes.

Management Review and Improvement

We conduct regular management reviews to assess complaints, identify trends, and identify potential improvement targets. As part of this process, we also evaluate the performance of external providers to ensure the highest level of customer satisfaction.

We are committed to providing excellent customer service, and your feedback plays a vital role in helping us enhance our processes and deliver outstanding experiences. If you have any complaints or concerns, please don’t hesitate to reach out to our dedicated customer support team.

To view the ProQual complaints procedure click here.

Document: QP05 Complaints Procedure
Revision: 3
Revision Date: 25.09.2024