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 Complaints Procedure

If you have a complaint about our organisation, we want to hear about it and we will do our best to put it right. Our Customer Complaints Procedure has the following goals:

•    To deal with complaints fairly, efficiently and effectively; 
•    To ensure that all complaints are handled in a consistent manner throughout;
•    To increase customer satisfaction; 
•    To use complaints constructively in the planning and improvement of all services. 

Informal Procedure 

•    Informal complaints should be made to the member of the centre’s staff who is directly responsible for the problem. This may be the tutor, Dr. Rashmi Nandkishore, MD & CEO. It is the responsibility of the person to whom the complaint has been made to deal with the situation promptly and, if the complaint is justified, to try to put things right as soon as is reasonably practicable. 
•    It is hoped that most complaints will be resolved informally. 
•    If a complaint concerns matters of a sensitive nature which you feel cannot be raised with the member of the centre’s staff concerned, the matter should be treated as a formal complaint. 

Formal Procedure 

•    If you are not satisfied with the steps taken to resolve the problem informally, or you  feel  that  the  matter of  the  complaint is  too  grave to  be  dealt with informally, a formal complaint should be made. 
•    A formal complaint must be written down, preferably by the complainant, but if not, with the assistance of a member of centre staff. Formal complaints can be made by email or letter. 
•    The complaint should explain the problem that has arisen and set out what outcome you would like from the centre.  
•    The complaint should be sent to the MD & CEO,, Address: 8th Floor,Mai Tower, Al Nahda, Dubai. 
•    Complaints will normally be acknowledged within 7 working days followed by a response in writing within 28 working days.  When resolution is not possible within 28 working days, you will be kept informed of progress.
•    All complaints will be investigated fully in line with this policy.
•    If the complaint is upheld, the reply will contain a formal apology and indicate the actions the centre intends to take to prevent a recurrence, together with an appropriate timescale for such action.

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