It is our policy to handle complaints as an opportunity to improve our service, retain customer, user or stakeholder confidence, and maintain a good working relationship. This document should be read in conjunction with our Complaints Form. People who wish to appeal against a training assessment decision have the option of using our Assessment Appeals Policy and Procedure available from our head office or from rebecca.foreman@cmpsolutions.com. Complaints may be lodged under both policies simultaneously.

Statement of intention

The complaints procedure is available from our Head Office, is monitored regularly, and is reviewed and evaluated annually by the Board of Directors. Complaints will be responded to and handled confidentially and promptly.

Employees investigating complaints will:

• be fair
• behave courteously
• respond positively
• offer constructive solutions
• keep you informed
• take a problem-solving approach
• seek advice and support where necessary

Complaints are formally recorded on receipt by the recipient, acknowledged within five working days and notified to the Managing Director

Procedure

Any person dissatisfied with CMP Resolutions is encouraged to make this fact known at the point and time of their dissatisfaction to the person/s directly involved as the first step in our procedure. All our personnel will wherever possible resolve the situation at this early stage, ensuring that our policy and procedures are followed.

If you do not feel satisfied with the response your receive and wish to make a formal complaint, or if it is not appropriate for the member of staff to deal with the complaint, please complete our Complaint Form and forward this to the appropriate Manager or Head of Service as show in the table below. You may also send in a complaint by email or letter.

Sequence of events

• Your complaint will be acknowledged within five working days and you may be contacted for further information.
• The person handling the complaint may speak to other people as well as the person whom the complaint is about in order to fully assess the situation.
• Within 15 working days the person handling the complaint will respond to you in writing, outlining their conclusions and recommendations and suggestions for remedial action where relevant. Mediation will be offered where appropriate.
• We will seek feedback where possible on the success of the problem solving or complaint response.
• If you remain dissatisfied with the response, you can appeal to the escalating officer indicated in the Table above.
• Our Non-Executive Directors form our final decision-making layer and their involvement is the end of our complaints process.

CMP Board of Directors

Low Farm

Brook Road

Bassingbourn
Hertfordshire

SG8 5ND