About Us

Complaints Procedure

Our Policy

Safety Management Consultancy Ltd is committed to achieving high standards in the delivery of its training courses and consultancy services and treats complaints very seriously and makes every effort to deal with them in a timely and effective manner. All complaints will be made known to the Managing Director but provisionally dealt with at the appropriate level of management.

Upon receipt of the complaint a written acknowledgement will be sent together with an estimate of the likely timescale for response. We aim to investigate complaints and respond fully within 21 days from the date of acknowledgement. If for any reason we are unable to respond within 21 days, reasons will be given and a timescale of when we anticipate replying in full. Complaints will be dealt with in the strictest confidence and only discussed with those involved.

Definition of a Complaint

"A complaint is an expression of dissatisfaction by a client or member of the public about the standard of actions, lack of actions or level of service by SMC Ltd or its staff"

Making a Complaint

If the complaint is in relation to an existing Consultancy contract with a client then the complaint should be handled directly by the Managing Director in accordance with the complaints procedures outlined.

All other complaints should be made in writing and directed to:

The Office Manager

Safety Management Consultancy Ltd

Unit D

Sovereign Business Park

Wigan

WN1 3AP

 

A complaints form is available upon request, or the complaint form can be requested by email to This email address is being protected from spambots. You need JavaScript enabled to view it. or via our contact us page. 

The complaint form will be acknowledged and a unique reference number will be issued within 5 working days, it will then be forwarded to the appropriate person who will investigate. If the complaint is considered justified, possible courses of action open to the Company will be considered in order to resolve it satisfactorily.

If an unsatisfactory outcome from the complaint is reached, or the response time was unsatisfactory, the Company's Managing Director should be contacted. At this stage the full reasons for the continuing dissatisfaction must be clearly stated. The outcome from the investigation will be decided by the Directors in discussion with the complainant to hopefully reach a mutual position. The Directors will write with their conclusions (and any proposed course of action).

If a person wishes to appeal the Directors decision, an appeal can be made to the accreditation body (in the case of an accredited course such as NEBOSH) or to the Institution of Occupational Safety and Health, in case of professional health and safety conduct.