Resolve Complaints Policy
1. Policy Statement
Resolve would like issues / complaints to be raised at the earliest opportunity so that an investigation and remedial action can be undertaken to minimise impact and ensure small issues do not escalate unnecessarily.
All issues/ complaints will be recorded in order to identify any trends or root cause that may require structural and procedural changes
Our objective is to resolve all complaints as quickly and effectively as circumstances allow while always adopting an open honest approach that focuses on providing solutions rather than apportioning blame.
2. How to report an issue.
Telephone 0161 260 0281 – Jacky Ellison, Head of Learning & Development
Direct e-mail to This email address is being protected from spambots. You need JavaScript enabled to view it.
In writing to Jacky Ellison head of Learning & Development Resolve Ltd, Kennedy House, 31 Stamford Street, Altrincham WA14 1ES
3. For matters considered minor
We will:
- Explore with you (usually by phone/e-mail) the nature of the issue.
- Investigate the facts surrounding the issue and report back to you in writing within 48 hours, unless otherwise agreed
- Where an error by Resolve is identified, this will be honestly accepted and acknowledged. Proposals for a resolution will be provided
- If you are not happy with the steps taken to resolve this issue, the appeals procedures is as follows:
5. For matters considered major
We will:
- A senior team member will wish to discuss the matter with you by telephone and dependent upon timescales and the seriousness of the matter, may arrange a meeting with you to explore the nature of the issue
- The facts surrounding the issue will be investigated and a report in writing will be prepared within 10 working days, unless otherwise agreed
- Where an error by Resolve is identified, this will be honestly accepted and acknowledged
- In all cases, proposals for a resolution will be provided
- If you are not happy with the steps taken to resolve this issue, the appeals procedures is as follows:
6. Escalation Procedure
Where your initial contact within Resolve feels the issue raised is beyond their remit they will escalate the issue to the next level of management.
In instances where you are dissatisfied with the resolution provided by the initial contact, you may request the involvement of the next level management.
