Complaints Policy

At Trans2Performance (T2) we are committed to providing the best quality customer service to all our clients and prospective clients. We therefore welcome comments about our service so that we may continually improve.

We want to help you resolve any concerns as quickly as possible, and will therefore progress any complaint or expression of dissatisfaction with our service even if it has not been positioned as a formal complaint. We will listen to your concerns, treat them seriously, and learn from them so that we can continuously improve our service.

A complaint is an expression of dissatisfaction, whether justified or not. 

Our policy covers complaints about:

  • The standard of service we provide

  • The behaviour of our staff

  • Any action or lack of action by staff affecting an individual or group

Our complaints policy does not cover:

  • Matter that have already been fully investigated through this complaints procedure

  • Anonymous complaints

Procedure

Complaints, although rare, are treated seriously, whether they are made by letter, phone or email

You will be treated with courtesy and fairness and would ask that you approach our staff with the same respect. We will deal with your complaint promptly with an acknowledgement being sent by email within 3 working days.

We aim to complete our investigations in a timely manner. Once the issue has been investigated and resolved, we will send a full reply detailing the outcomes. We maintain a report of all complaints received, communication and resolution, and to ensure we improve our processes and procedures where possible to avoid future similar issues.

How we use your data

We need to collect some data from you, for example when you commission services, access our hub, attend our courses or by contacting us. We will not use any data for marketing purposes without your consent and if we need to share your data with any third party partners.

Please see our Privacy Notice for more information on how we use your data.

Document Title: Complaints policy 

Complaints Policy Issue Date: June 2021 

Version Number: 1.0 

Status: Approved

Next Review Date: June 2024


Contact us

You can make a complaint by email to Claire.longthorn@trans2performance.com or by post to

Trans2 Performance

Vittoria House

48 Queen Street

Hull

HU1 1UU

If having contacted T2 with a complaint you remain dissatisfied, you can ask to have your complaint reviewed by our CEO Martin Johnson: martin.johnson@trans2performance.com