Customer Complaints Policy 

The music teachers are dedicated to providing excellent customer service and maintaining a healthy customer relationship at all levels with all stakeholders. We have a Complaints Policy to ensure all complaints are handled as efficiently and effectively as possible. 

As a customer of ours, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints. 

Summary: 

We want to resolve your complaints as soon as possible. Please speak to your tutor in the first instance, if thats not appropriate then email or call us and we’ll do our best to fix any problems you may be having with our service, as soon as possible as an outset of 72 hours.

Our Responsibilities: 

• To provide an efficient, fair and structured mechanism for handling complaints.

• To provide our customers with access to the complaints handling process, including those customers
  with disabilities and special needs.

• To keep customers informed as to the progress of their complaint and the expected timeframe for
  resolution.

• Annually to review our complaints so that we can improve our standard of customer service. 

• 
  Handling Your Complaint:

• Upon receiving a complaint, we will acknowledge your matter face to face  via telephone or via email within 3 business days.

• If we are not teaching or at a concert we will prioritise your complaint and attempt to resolve it within 2 working days. If we cannot, we will explain why and the reasons for taking longer. For example talking to relevant parties such an exam boards.

• We will keep you informed of the progress of your complaint, proposed actions and the expected timeframe for resolution.

• Our aim is to resolve complaints in a timely manner and we will generally resolve a matter within 10 calendar days.

• Complex complaints may take longer than 30 calendar days to resolve. In these cases, we will regularly update you on the progress and likely timeframe for resolution. This is most likely if a candidate has put in an appeal for a graded examination and we are awaiting the out come from an external accreditation source.

• We will advise you of the outcome of your complaint. Where you have requested us to do so, we will advise you in writing via email with the result . Eg refund for an undelivered lesson or an alternative lesson or new book etc. 

• We may impose a charge for handling your complaint in special circumstances. For example, we may charge you a fee where your complaint requires us to retrieve archived records from exam boards - most likely where you are not complaining about us but have an issue with an exam board you wish for us to resolve.

• Making a complaint should normally be free. If we think your complaint requires a charge, we will not impose one without discussion with you. If your complaint is upheld in your favour the exam board would refund us in which case we would pass that back to you immediately .

 

Step One: 

Our objective is to resolve the vast majority of enquiries or complaints during your first contact with us. 

You call will be charged at a local rate/mobile rate. If you prefer to put your complaint in writing, we will respond to your email and will confirm any details in writing if you request us to do so. In reality it may be both.

 

You can also make a complaint by using any of the other contact methods on our website, or please ask us if there is any other method you would like to use to send a complaint to us. For deaf or disabled customers or where social workers are involved, we are able to accommodate the specific arrangements required.

 

Step Two: 

After a complaint is made, if it is not immediately resolved, we may need to investigate it. This process may take 15 Business Days, or longer (in which case we will update you with a reason for the delay and the expected timeframe). In reality this may be due to annual closure of a business or the Exam Board timeframe for appeals.

If you are not satisfied with the response tendered to you by the person you first spoke to , you may ask to escalate your complaint to Claire Sharp who will take a balanced view of the complaint .If so, we will try to make a representative available to address the complaint as soon as possible (depending on availability). 

We set out to resolve any complaints, quickly and with compassion . We pride ourselves on delivering excellent value for money services and if we have fallen short we aim to refund the customer immediately if that is their chosen form of recourse and learn swiftly from any mistake we may have made. 

At no stage in the process will we discuss any internal staff consequences discipline actions with a 3rd party . 

Step Three: 

When your complaint is resolved, we will confirm this with you within 10 business days but hopefully and if possible on the day of the complaint if we have all the information .

If your complaint is not resolved to your satisfaction by us, and depending on the nature of your complaint, you may refer your complaint to the following outside bodies: 

Citizens Advice Bureau 

 

Citizens Advice Dudley and Wolverhampton (Wolverhampton City Centre)

Address

Dudley House

9-11 Stone Street

Dudley

West Midlands

DY1 1NP

How to get support

Call us

08082787919

Email us

emailadvicecadudleyandwolverhampton@dudleycabx.org

Visit our website

https://www.citizensadvicedudley.org/

Getting in touch by phone

Adviceline number: 08082787919