Complaints

Complaints Procedure

PSEV delivers a range of services direct to the public:

• Employment contracts
• Job brokerage and independent advice and guidance for job-seekers
• Employment support and training opportunities
• Employers engagement for sourcing vacancies
• Basic skills training provision
• Work based learning
• Skills contract
• Traineeship

We hope that most problems or complaints can be resolved simply by getting in touch with your regular contact with PSEV. If having done this, you remain unhappy about the problem you may wish to make a formal complaint.

Our promise to you

PSEV aims to provide a responsive and timely service to all our customers, we will:

• Treat all complaints seriously and deal with them in the appropriate manner
• Resolve complaints promptly
• Learn from complaints and take action to improve our service.

How to make a complaint

1. Discuss your complaint with your usual PSEV contact. If this does not resolve the issue then;

2. Contact the Operation Manager for the service you have received. Please allow them to take the first opportunity to answer your questions or put matters right.

3. If you are still unhappy and wish to make a formal complaint about the service provided by PSEV you can send your complaint by post or e-mail addressed to the managing director, details shown below:

Zarar Qayyum
Unit 37
Baseline Business Studios
W11 4AT
London

zarar@psev.org

 In all cases you should aim to provide as much relevant information as possible so that we can deal with your complaint promptly. Please also include your contact details in case we need to obtain more information from you.

All complaints about PSEV should be sent to the relevant project team.

What happens next?

You will receive an acknowledgement from us that your complaint has been received. If you do not receive an acknowledgement within five working days of submitting your complaint, please contact the Operational Manager.

Responding to complaints

In acknowledging receipt of your complaint, we will give an indication of how long it will take to send you a detailed response. In most cases, we would aim to provide a full reply within ten working days. However, this may not always be possible, especially if we need to obtain further information from someone outside PSEV. If it proves impossible to send a detailed answer to your complaint within the time originally indicated we will contact to you again explaining the reason why and to tell you when you will receive a full response.

Dealing with complaints

All written complaints will be managed by the Operational Manager. The manager responsible for the area to which your complaint relates will handle a detailed investigation into your complaint.

If you have any queries about the contents of this policy, please contact the Zarar Qayyum, Managing Director directly on 02036870030 or zarar@psev.org. Office 37

Baseline Business studios, W11 4AT, London