Purpose:
The complaints policy aims to provide a fair and transparent process for resolving complaints related to our services at RTS.

Scope:
This policy applies to all learners, employers, staff, and stakeholders involved with RTS.

Principles:
‍Fairness: All complaints will be handled impartially and without bias.
‍Transparency: The process will be clear and accessible to all parties involved.
‍Timeliness: Complaints will be addressed promptly, respecting reasonable timelines for resolution.
‍Confidentiality: Information related to complaints will be handled with confidentiality, respecting privacy concerns.
‍Improvement: Feedback from complaints will be used to enhance our services.

Procedure:
‍Filing a Complaint:
Complaints should be submitted using the RTS Complaint Form (details below).
Complaints can be submitted via email, post, or through our website.
‍Acknowledgement:
Upon receipt of a complaint, RTS will acknowledge it within 5 working days.
‍Investigation:
The complaint will be investigated thoroughly by an impartial member of the RTS team.
Additional information may be requested from the complainant or other parties involved.
‍Resolution:
RTS aims to resolve complaints within 30 working days of receipt.
The outcome of the investigation will be communicated in writing to the complainant.
‍Appeals:
If the complainant is not satisfied with the outcome, they may request an appeal within 10 working days of receiving the outcome.
Appeals will be reviewed by a senior member of RTS not involved in the initial investigation.
‍Record Keeping:
All complaints and their resolutions will be documented for review and improvement purposes.

Filing a Complaint:Complaints should be submitted using the RTS Complaint Form, which can be filled out below or submitted via email, post, or through our website.