Complaints Policy
SEPAR International hopes any issues can be resolved informally and therefore request that all issues are highlighted to the training team prior to any formal action being taken. If this is not the case, SEPAR International will investigate the problem and take any appropriate and necessary action to reach a satisfactory conclusion for all parties. A complaint is an expression of dissatisfaction concerning SEPAR International Ltd services. SEPAR International Ltd 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.
SEPAR International will:
- Actively encourage feedback from all customers – including complaints if they were dissatisfied in any way.
- Establish a clear complaints-handling procedure and ensure all SEPAR International employees understand it fully.
- Respond quickly and carry out any necessary investigations for any complaints brought to our attention.
- Establish the facts and consider whether any internal investigation is needed to gather further information.
- Take necessary action to prevent a recurrence of the basis of the complaint, for example,system improvements, staff training and disciplinary actions if required.
- Follow up to ensure the complaint has been resolved to the complainer’s satisfaction.
Once we are satisfied that all information is available, a conclusion will be reached. This will be communicated in writing within 30 working days of the receipt of the complaint. If a conclusion cannot be reached within this time frame, then a notification in writing will be given with the reasons why.
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.
Please email our HR team at HR@separinternational.com
How to make a complaint:
When you contact us, please give us your
- Full name, contact details, and include a daytime telephone number
- Proof of identification
- 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
SEPAR International Ltd ask that you raise your complaint as soon as possible after the event so that we have the opportunity to investigate fully. We will acknowledge your complaint within 3 working days.
The HR Administrator will then investigate your complaint and respond to you within 30 working days.
Escalating your initial complaint if you remain dissatisfied:
In the unlikely event that you remain unhappy after your complaint has been investigated and a decisionreached then you may escalate your complaint to our Chief Operating Officer. Please include any furtheritems for consideration and state clearly why you remain unhappy with the decision taken so far. The Chief Operating Officer will investigate in full and respond to you within 30 days.
The Chief Operating Officer can be contacted on: E-mail: jo@separinternational.com
