m2r Education Complaint Handling Process
At m2r Education we place great importance on delivering the highest standards of customer service to all.
We are committed to providing excellent customer service on all occasions but on rare occasions, in spite of our best efforts, things can and do go wrong.
If you experience poor service then it is our belief that that this should be reported to us.
How to make a complaint
We believe it should be easy for our you to voice concerns. We accept complaints, writing, over the phone or by e-mail.
When making a complaint, we need to know: -
Your company name (where applicable), your name, phone number and email address.
The nature of the complaint
It would also be helpful if you can show us, or make reference to, any documents that may explain the background to your complaint. This will help us resolve your complaint quickly and efficiently.
Please forward this information using one of the contact methods below:
Contact: Mr Munir Mamujee MBE, Director
Email: munir@m2rglobal.com
Phone: +44(0)1924 201973
Post: m2r Limited, Langham House, 148 Westgate, Wakefield, WF2 9SR, United Kingdom.
Our aim is to deal with them: -
As quickly as possible.
Fairly, effectively, efficiently and with courtesy and understanding.
Offering apologies when we have got it wrong.
Ensuring a satisfactory outcome.
How we will deal with your complaint
Whether phoning, calling or writing, your complaint will be dealt with as quickly as possible. Every effort will be made to resolve your complaint there and then.
Where we are unable to provide our response immediately we will reply by telephone, in writing or where necessary by personal visit.
Where the matter is resolved over the phone or during a meeting and you require written confirmation we will be glad to do so.
How soon will we reply?
We endeavour to reply as soon as possible and our aim is to respond to all complaints within 3 working days.
Inevitably some issues cannot be resolved as quickly as both you and we want. For example, we may need to carry out detailed investigation. On these occasions our reply will be sent within 3 working days of the completion of our investigation.
What if you are not satisfied?
We will make effort to sort out your complaint and provide you with our reasoned response as soon as possible. However, if you are not happy with that response or our actions, PLEASE TELL US.
Your complaint will then be reviewed personally by a member of our Senior Management Team.
If a complaint or disagreement still remains unresolved for one month you can contact the Employment Agency Standards Inspectorate on 0845 955 5105 or Trading Standards 08454 04 05 06.
If the complaint has been originated overseas, you can contact the relevant British Embassy or The Department for International Trade using this online form: www.great.gov.uk/contact/office-finder/
Recording of complaints
On receipt of a complaint no matter how it was received, we will complete a "complaints handling form", recording all the necessary information of the incident. This includes any written notes regarding the content of any conversation, and what action was necessary to resolve the matter.
If you require further clarification on any of the above please contact us on +44(0)1924 201973 / info@m2rglobal.com
This policy is reviewed annually. The next review date is 1st September 2024.