ABTAC training and consultancy
  • Home
  • Virtual training
    • Abrasive Safety
    • Asbestos Awareness
    • CAT and Genny
    • Face fit tester
    • HAVS Awareness
    • Manual Handling
    • PPE awareness
    • Working at Height
    • Workshop safety
  • Courses
    • Abrasive safety training
    • Abrasive safety train the trainer
    • Asbestos awarenes course
    • Cat & Genny training course
    • Face fit tester training (QLT Qualitative testing)
    • HAVS Awareness course
    • Manual handling awareness training
    • Manual handling train the trainer
    • PPE Awareness Course
    • Workshop safety trainer led course
    • Work at Height Awareness Trainer Led Course
    • Work at Height Awareness and Ladder Safety & Inspection Combined Trainer Led Course
    • Working at Height Train the Trainer
  • Online training
    • Our courses
    • Free trial
    • For business customers >
      • Set up business account
      • Business log-in
    • For candidates >
      • Candidate log-in
    • Purchase course licenses
  • Consultancy
    • Face fit testing (QLT Qualitative testing)
    • HAVS assessment and consultancy
  • Store
    • Virutal training courses
    • Safety posters
    • FEPA safety codes (books)
    • PPE and safety equipment
    • Safety guide books
    • Training Videos (DVD or USB)
  • Contact us / Info
    • News
    • ABTAC privacy policy
    • Store policys
    • ABTAC training terms and conditions
    • Complaints Form and Procedure
    • Training course booking form

ABTAC Limited Complaints Form and Handling Procedure

Whilst we endeavor to provide the best customer experience possible, we do recognise that there are occasions where we may not meet our high standards. Please find below our Official Complaints Form and Official Complaints Handling Procedure. Alternatively you can contact us at [email protected].

Official Complaint Handling Procedure for ABTAC Limited

Version 1.1


Last updated 1st September 2015

Procedure Objectives

To deliver a consistent, high-quality and accountable response to complaints regarding ABTAC Limited.

Process Overview

The following key steps must be followed for all customer complaints received by ABTAC Limited:

(1)  Receive & classify  
(2)  Acknowledge
(3)  Investigate
(4)  Resolve & confirm
(5)  Respond to customer
(6)  Follow up
(7)  QA & close 

The requirements for each of these steps is detailed below: 

(1) Receive and classify
Summary: Ensure that all potential issues are captured by ABTAC, and classified for escalation, review and action as required.
·       Whilst there is a devoted complaints form on abtac.co.uk (on this page), we will process any: complaint, issue, or negative customer interaction received through any feedback channel.

 (2) Acknowledge
Summary: It’s important to us to maintain transparency and ensure that the complainant is engaged throughout the review process. Therefore we will ensure that the customer receives a receipt acknowledgement including letting them know when they should expect a response.
·       For complainants contacting us via the “Official Complaints Form” on abtac.co.uk this will be via an immediate receipt confirmation message.
·       For complainants contacting us through any other feedback channel, we will endeavour to respond with a written acknowledgement sent by email with in a working day.

    Complaints Form

    Its important to us that we know who we are talking to, so to efficiently deal with your complaint.
    We will be able to deal with your complaint much faster if you tell us your companies name. If this isn't applicable or you don't want to tell us, then please input N/A.
    Email is our preferred contact method.
    This will provide us with another option to contact you.
    Please explain to us in as much detail as possible how we have not met the required standard.
    Max file size: 20MB
Submit
Your browser does not support viewing this document. Click here to download the document.
(3) Investigate
Summary: We will follow up all aspects of the complaint, both internal and external, to ensure that the key facts are identified and clarified.
·       We endeavour to complete investigation of high priority (e.g. Safety or Operationally critical issues) within 5 working days. For non-urgent issues this may take up to 10 working days.
·       We will conduct a thorough unprejudiced  investigation, establishing:
o   Who
o   What
o   Where
o   When 
o   Why
·       The final report will be communicated to the complainant.


(4) Resolve & Confirm
Summary: We will ensure that the final report and resolution is clear and fair. We will do this by:
·       Ensuring that the proposed resolution does not prejudice ABTAC in any unnecessary legal or financial manner.
·       Documenting the proposed action. 
·       Discussing and reviewing the solution from both the ABTAC Ltd and customer viewpoint to ensure fairness and clarity.
·       The review should include recognition and documentation of any underlying issues that have contributed to the complaint and recommendations for actions to prevent further occurrence. 

(5) Respond to Customer
Summary: We will provide the customer with the resolution within the timescales promised.
·       The details of the findings and proposed resolution should be clearly explained (in written or verbal form as appropriate) to the customer- within the agreed timescales.
·       If this cannot be done within the agreed timescale, the complainant should be contacted by telephone to inform of the delay.

(6) Follow up 
Summary: We will ensure that complaints are followed up to confirm that customers are satisfied with the response given.
·       All complaints must be followed up within a reasonable timescale.
 ·       The follow up should identify the following: 
  • Is the customer satisfied with the response?
  • Did they feel that their complaint was properly and fairly handled?
  • Any negative responses to these questions should be actioned and directly follow up with customers.

(7) Quality Assurance & Close 
Summary: We will ensure that the organisation as a whole is aware of relevant complaints and any underlying issues. Plan actions to remove these and prevent future recurrence.
·       All complaints should be reviewed monthly.
·       Any complaints where action can be taken to avoid recurrent must be acted upon
Services we offer:
Abrasive safety training
Abrasive wheel training
Abrasive safety train the trainer
Bespoke courses
Grinding wheel safety training
In-house courses
Face fit tester training (QLT-Qualitative)
Manual handling awareness training
Manual handling train the trainer
​Virtual training


Open courses
Private courses





Abrasive application support
Abrasive safety posters
Face fit testing (QLT qualitative testing)
FEPA safety codes (books)
HAVS (Hand Arm Vibration Syndrome) consultancy
Power tool repairs
Safety guide books
Safety DVDs
White label training courses
Contact us now for more information:
[email protected]
0773 622 7088

ABTAC Limited
Franklin Way
Whetstone
Leicester
LE8 6QY

Registered in England: No.08463323

VAT number: 135431633

Privacy policy
Training terms and conditions
Complaints
  • Home
  • Virtual training
    • Abrasive Safety
    • Asbestos Awareness
    • CAT and Genny
    • Face fit tester
    • HAVS Awareness
    • Manual Handling
    • PPE awareness
    • Working at Height
    • Workshop safety
  • Courses
    • Abrasive safety training
    • Abrasive safety train the trainer
    • Asbestos awarenes course
    • Cat & Genny training course
    • Face fit tester training (QLT Qualitative testing)
    • HAVS Awareness course
    • Manual handling awareness training
    • Manual handling train the trainer
    • PPE Awareness Course
    • Workshop safety trainer led course
    • Work at Height Awareness Trainer Led Course
    • Work at Height Awareness and Ladder Safety & Inspection Combined Trainer Led Course
    • Working at Height Train the Trainer
  • Online training
    • Our courses
    • Free trial
    • For business customers >
      • Set up business account
      • Business log-in
    • For candidates >
      • Candidate log-in
    • Purchase course licenses
  • Consultancy
    • Face fit testing (QLT Qualitative testing)
    • HAVS assessment and consultancy
  • Store
    • Virutal training courses
    • Safety posters
    • FEPA safety codes (books)
    • PPE and safety equipment
    • Safety guide books
    • Training Videos (DVD or USB)
  • Contact us / Info
    • News
    • ABTAC privacy policy
    • Store policys
    • ABTAC training terms and conditions
    • Complaints Form and Procedure
    • Training course booking form