Customer Satisfaction Policy
INTRODUCTION
At Highfield e-learning, we value all our customers and aim to exceed your expectations every day. Highfield e-learning is confident of providing a high-quality service and would be extremely disappointed if this is not the case.
However, sometimes things can go wrong. It is important to us that if this happens, and you are affected, that you are quickly and easily able to raise your concerns with us so that we may address them and learn lessons.
This document sets out Highfield e-learning’s Customer Satisfaction Policy, which is aimed at Highfield e-learning customers and all interested parties who encounter a direct or indirect service from Highfield e-learning.
SCOPE
This policy covers complaints that users, members of the public or customers make in relation to the services offered by Highfield e-learning.
REVIEW ARRANGEMENTS
We will review this policy and any associated procedures periodically as required and when necessary. This could be in response to customer feedback or any trends that may emerge in the subject matter of complaints received.
RESELLER/EMPLOYER’S RESPONSIBILITY
As a reseller of Highfield e-learning products or an employer utilising Highfield e-learning products for its employees, you should take all responsible steps to ensure that both staff involved in the management, assessment and quality assurance of Highfield e-learning products, and your learners/employees, are aware of the contents of this procedure. Resellers/employers should also ensure that they have a complaint handling procedure and appeals process in place to deal with complaints from learners about the services you provide. If an individual is unhappy about a service or activity being delivered, they must first of all go through your complaints process before bringing the matter to Highfield.
CUSTOMER’S RESPONSIBILITY
Where access to Highfield e-learning products has been arranged through your employer or you purchased a Highfield e-learning product directly from a reseller, you should first of all exhaust their complaints procedure. Following this, if you are unhappy with the response or it is decided that the complaint does need raising to Highfield e-learning, you can do so by following the below instructions.
HOW SHOULD I COMPLAIN?
All Highfield e-learning employees have been trained to help customers and they all like to help, so you should first try to sort out any problem at the earliest opportunity by speaking to the e-learning Support or Account Management teams.
If the Support or Account Management team cannot help or you wish to speak to someone else, you can ask to speak to a customer service manager. If this is not possible, or if you are not satisfied with the help provided and you wish to escalate the matter, please send a written complaint. Please note, the more time that elapses between any issue and your complaint, the more difficult it will be to fully address the problem(s) for you, so you should aim to contact us as soon as you possibly can and no more than 1 calendar month from the event you are complaining about. Please address your correspondence to the e-learning head of customer service at the contact details outlined below.
SERVICE@HIGHFIELDELEARNING.COM
OR
HIGHFIELD ELEARNING,
ACADEMY HOUSE,
SIDINGS COURT,
LAKESIDE,
DONCASTER,
DN4 5NL
Customers and/or members of the public who wish to complain about a level of service provided by a reseller through which they have taken a Highfield e-learning course should have exhausted the reseller’s own complaints process before bringing the complaint to Highfield e-learning. However, customers can make the complaint directly to Highfield in exceptional circumstances where they cannot reach the reseller.
IF I COMPLAIN WHAT DETAILS SHOULD I PROVIDE?
When you contact us, please give us your full name and contact details including a daytime telephone number along with:
- a full description of your complaint (including the subject matter and dates and times if known)
- any names of the people you have dealt with so far
- copies of any emails or documentation to do with the complaint
If you would like to know how we handle your data, please take a few minutes to read our Privacy Policy, which you can find here: www.highfieldelearning.com/privacypolicy
WHAT WILL HAPPEN TO MY COMPLAINT?
We will normally acknowledge receipt of your complaint within 3 working days, letting you know who is investigating your complaint.
We aim to fully investigate the complaint within 10 working days. However, if your complaint is more complex, we may need to extend this time. While this is at our discretion, we will always contact you to inform you when this is necessary. We may need to contact you during this period to seek further information or clarification, in some instances we may recommend a meeting, so please ensure that you can be contacted on the details you supply, especially if your issue if urgent.
At the end of the investigation we shall write/email you to inform you of our decision. Sometimes we may choose not to consider a complaint that has not been made within the time frame set out in this policy, which will be determined at Highfield elearning’s absolute discretion.
SUCCESSFUL COMPLAINTS
If any part of your complaint is upheld, we will of course respond to the complainant accordingly and give due consideration to how we can improve our service and arrangements.
WHAT IF I AM NOT HAPPY WITH THE REPLY?
If you disagree with the decision, please contact Highfield e-learning’s IT Director Ashley Reddy. You can contact him by email at areddy@highfieldelearning.com or at the postal address in the ‘How to complain’ section.
CONTACT DETAILS
If you have any queries about the contents of this procedure, please contact the elearning team on 0845 226 0350 or email service@highfieldelearning.com
