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
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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:
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Informal feedback (verbal or written)
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Formal complaints (via email, web form, letter)
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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
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Email: info@tfcscotland.org.uk
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Letter: Norton Park, 57 Albion Road, Edinburgh EH7 5QY
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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
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Acknowledgement & Logging
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All feedback is logged in our secure system.
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Formal cases receive a unique reference number.
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Initial Assessment
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Senior staff review the feedback/complaint to determine appropriate handling steps (informal resolution vs formal investigation).
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Investigation
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Collect facts and speak with all parties involved.
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Maintain confidentiality and fairness throughout .
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Response
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Send a written response detailing:
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Outcome of the review
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Commendation or apology (where appropriate)
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Proposed remedy or improvement actions
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Inform the complainant of escalation options if unsatisfied.
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Action & Learning
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If issues are found, implement SMART action plans:
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Specific corrective steps
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Responsible persons
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Timelines
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Outcome measures
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Share anonymised lessons with staff and, where relevant, learners and partners.
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Escalation
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If unresolved, complainants can raise their concerns to the Scottish Public Services Ombudsman (SPSO) once our internal process is complete
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5. Communication Standards
We commit to:
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Conducting respectful, empathetic, and transparent communication for all feedback d
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Treating all parties—complainants and individuals complained against—with fairness and dignity
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Maintaining confidentiality throughout, with data held securely per GDPR.
6. Monitoring & Reporting
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Track:
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Number and types of feedback/complaints
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Time to resolution
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Outcomes and organisational impact
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Senior leadership reviews aggregated data quarterly; themes and improvements are included in our annual report
7. Support for Staff
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Staff handling feedback or complaints receive regular training in best practice methods and emotional resilience
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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.