Feedback & Complaints

Feedback & Complaints Policy – Website Disclaimer

Training for Care (“we”, “us”, “our”)
Address: Norton Park, 57 Albion Road, Edinburgh EH7 5QY, UK
Website: www.tfcscotland.org.uk
Email: info@tfcscotland.org.uk

​​

1. Purpose & Principles

We welcome all feedback—positive and negative—as valuable insight into improving our training services. Our approach is rooted in openness, learning, empathy, and continuous improvement 

 

2. Scope

This policy covers:

• Informal feedback (verbal or written)

• Formal complaints (via email, web form, letter)

• Feedback related to any aspect of our service, including course quality, accessibility, staff conduct, and website experience.

 

3. How to Provide Feedback or Make a Complaint

• Email: info@tfcscotland.org.uk

• Letter: Norton Park, 57 Albion Road, Edinburgh EH7 5QY

• Web: Feedback/complaints form on our site

We aim to acknowledge receipt within 2 working days and begin addressing issues—or propose next steps—within 15 working days .

 

4. Handling Process

1. Acknowledgement & Logging

   • All feedback is logged in our secure system.

   • Formal cases receive a unique reference number.

2. Initial Assessment

   • Senior staff review the feedback/complaint to determine appropriate handling steps (informal resolution vs formal investigation).

3. Investigation

   • Collect facts and speak with all parties involved.

   • Maintain confidentiality and fairness throughout .

4. Response

   • Send a written response detailing:

     • Outcome of the review

     • Commendation or apology (where appropriate)

     • Proposed remedy or improvement actions

   • Inform the complainant of escalation options if unsatisfied.

5. Action & Learning

   • If issues are found, implement SMART action plans:

     • Specific corrective steps

     • Responsible persons

     • Timelines

     • Outcome measures 

   • Share anonymised lessons with staff and, where relevant, learners and partners.

6. Escalation

   • If unresolved, complainants can raise their concerns to the Scottish Public Services Ombudsman (SPSO) once our internal process is complete 

 

5. Communication Standards

We commit to:

• Conducting respectful, empathetic, and transparent communication for all feedback d

• Treating all parties—complainants and individuals complained against—with fairness and dignity 

• Maintaining confidentiality throughout, with data held securely per GDPR.

 

6. Monitoring & Reporting

• Track:

  • Number and types of feedback/complaints

  • Time to resolution

  • Outcomes and organisational impact

• Senior leadership reviews aggregated data quarterly; themes and improvements are included in our annual report 

 

7. Support for Staff

• Staff handling feedback or complaints receive regular training in best practice methods and emotional resilience 

• All staff are supported throughout complaint processes.

 

8. Policy Updates

This policy is reviewed annually or sooner in response to regulatory changes, serious incidents, or process improvements.