Policy and Procedure for issues with our site use

 

Sarah Whitehead’s Inner Circle for dog trainers and behaviourists is committed to providing a quality service for its members, trainees and wider community and working in an open and accountable way that builds the trust and respect of all our stakeholders. One of the ways in which we can continue to improve our service is by listening and responding to the views of our members, customers and trainees, and in particular by responding positively to complaints, and by putting mistakes right.

Therefore we aim to ensure that:

We recognise that many concerns will be raised informally, and dealt with quickly. Our aims are to:

An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Definition: a complaint as ‘any expression of dissatisfaction that relates to Sarah Whitehead’s Inner Circle and that requires a formal response’.

Purpose: The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.

In the event of a formal complaint, we will:

A complainant’s responsibility is to:

Confidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Sarah Whitehead maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own merit). Should this be the case, the situation will be explained to the complainant.

Our Formal Complaints Procedure

Stage 1

In the first instance, if you are unable to resolve the issue informally, you should email us at team@sarahwhitehead.com, so that we have a chance to put things right. In your email, you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.

PLEASE NOTE. WE HAVE NO CONNECTION TO ANY OTHER SITE WITH A SIMILAR NAME. So please check that you are contacting us about swinnercircle.com – which is for DOG TRAINERS AND BEHAVIOURSTS.

You can expect your complaint to be acknowledged within 4 working days of receipt. You should get a response and an explanation within 15 working days.

Stage 2

If you are not satisfied with the initial response to the complaint then you can email us and ask for your complaint and the response to be reviewed. You can expect us to acknowledge your request within 4 working days of receipt and a response within 15 workings days.

We aim to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently, timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.

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