External Complaints Procedure
Who is covered by this procedure?
All beneficiaries, associates and third parties using Institute for Outdoor Learning’s products and services.
What is covered by this procedure?
This procedure covers how to deal with complaints from customers, associates and third parties and explains what steps need to be taken to ensure effective complaint handling.
Purpose
The purpose of this policy is to ensure that no person coming into contact with Institute for Outdoor Learning ever feels that they have not had an excellent experience or that their feedback or complaint has not been taken seriously and dealt with empathetically and efficiently.
Feedback from customers, associates and third parties, and how we deal with it, is invaluable in helping us to continuously improve. Negative feedback and complaints are particularly helpful in pinpointing what we need to do better, and if we deal with complaints effectively, we can often improve our relationships with customers and associates overall.
The procedure
Complaints may be received by any member of staff, volunteer or trustee and may arrive in many different forms, for example: by letter or email; by comments on a feedback form; in person from a delegate, speaker, trainer or customer; by phone; or via social media.
Complaints Form
