Complaints Procedure

First Class Support is committed to providing an efficient service for all students, support workers and institutions. To achieve this, we vigilantly employ well trained and dedicated staff to ensure that service user satisfaction is prioritised.

Unfortunately, there may be occasions where we will fall below our own high standards and we recognise the concern this can cause. We have thereby implemented a procedure designed to minimise any inconvenience.

It is our policy that all complaints are taken seriously and are dealt with in a uniform way. As such, all complaints will be handled in a professional and non-confrontational manner, following the steps below.

Step One:
All complaints should be raised to First Class Support by completing this online form.

Step Two:
The details of the complaint will be handled by a dedicated member of the management team that will acknowledge the recipient of the complaint within two working days, by either telephone or email.

Step Three:
A proposed resolution to the complaint will be issued within ten working days. If for any reason there is an unavoidable delay in issuing a response to the complaint, we will advise the complainant of a new deadline. All complaints are logged and the relevant complaint handler can be contacted at any time.

Step Four:
Should any dissatisfaction be experienced with the handling of a compliant at any time, the complaint can be escalated to senior management or the company director. Individuals raising a complaint can ask for the assistance of a third party such as the citizen’s advice bureau, friend, relative or professional legal representation. There is no regulated third party with regard to complaints about Support Worker Services. However you may wish to contact your disability adviser, needs assessor or funding body to discuss your support.

Being GDPR compliant, First Class Support want you to know exactly how our service works and why we need your contact details. Please state that you have read and agreed to our privacy policy before you continue.

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For more information about how to withdraw or remove your details from the First Class Support database or to see what information we hold on you, please see refer to our Data Cleansing Policy.

 

If the complaint remains unresolved please write to:

Complaints Department

First Class Support

Salt Quay House

Sutton Harbour

Plymouth

Devon

PL4 0HP