top of page

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.

bottom of page