COMPLAINTS PROCEDURE

If you are dissatisfied with the service - bring it to our attention

A complaint is an expression of dissatisfaction concerning Merlin Supply Chain Solutions product or service.  Merlin Supply Chain Solutions take all complaints extremely seriously and all staff are trained and committed to rectify any problem as soon as it is brought to their attention.

 

It is recognised that a customer who has a complaint dealt with to their complete satisfaction is likely to become a repeat customer.  Therefore we ask that if you are dissatisfied with the service you have received that you bring this to our attention as soon as possible by speaking to your course Tutor/Assessor or Coordinator in the first instance.

 

Should this fail to provide you with a satisfactory resolution, or you feel it is inappropriate to address your complaint to the Tutor/Assessor Coordinator, then please contact the Head of Operations and Compliance via one of the following options:

 

Call: 01536 533696

E-mail:   Michelle.fox@merlinsupplychain.com        

Write to: Merlin Supply Chain Solutions, Knights Of Old Plant 2, Kettering Parkway, Kettering, NN15 6XU

 

When you contact us, please give us your full name, contact details, and include a daytime telephone number along with:

  • A full description of your complaint (including the subject matter and dates and times if known);
  • Any names of the people you have dealt with so far; and
  • Copies of any papers or letters to do with the complaint

 

Merlin Supply Chain Solutions ask that you raise your complaint as soon as possible after the event so that we have the opportunity to investigate fully.  The [Head of Operations and Compliance] will investigate your complaint and respond to you within 5 working days.

 

APPEALING AFTER AN INITIAL COMPLAINT HAS BEEN RAISED

In the unlikely event that you remain unhappy after your complaint has been investigated and a decision reached then you may escalate your complaint to our Managing Director.  Please include any further items for consideration and state clearly why you remain unhappy with the decision taken so far.  The Managing Director will investigate in full and respond to you within 5 working days.

 

The Managing Director can be contacted on:

Call:01536 533696

E-mail: andy.frost@merlinsupplychain.com               

Write to: Merlin Supply Chain Solutions, Knights Of Old Plant 2, Kettering Parkway, Kettering, NN15 6XU

 

This will be the final route of escalation within our company.  Therefore, if you remain unhappy after following our own internal complaints procedure and your complaint refers to services you have received relating to your course and achieving your qualification then please contact the Awarding Organisation directly.  The Awarding Organisation is Highfield Awarding Body for Compliance (HABC) and their complaint policy can be located on their website: www.highfieldabc.com.  Alternatively please speak to the HABC team on 0845 2260350.

 

Should you address your complaint to HABC and remain unhappy with the outcome you may then raise your complaint to the relevant qualification regulator.  Either a representative of Merlin Supply Chain Solutions or HABC will be able to offer you guidance on the appropriate qualification regulator in each instance and provide contact details.

 

If you have any queries about the contents of this policy, please contact the Head of Apprenticeships  and Compliance directly

 

USEFUL CONTACTS:

Head Of Apprenticeship – Michelle Fox – michelle.fox@merlinsupplychain.com 01536533692


 

Customer Login
basket