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Up-dated June

Statement:

Nationwide Music Examinations Ltd always aim to provide a high quality service and will deal with any complaint professionally, confidentially and fairly. We take complaints very seriously and deal with them in professional timely manner. They will be investigated, and a response quickly made to the complainant.

Introduction:
If you feel you are not satisfied with our customer service please do get in touch and every effort will be made to rectify to your satisfaction. However if we still fail to resolve any issue with regard to the quality of our service and you wish to register your complaint please follow the procedure below.
Please note an assessment appeal is an issue not covered by this procedure instead please refer to our Assessment Appeals Procedure.

Complaint Procedure:
Stage 1
Written details should be provided outlining and including the below:
• Grounds and details of the nature of complaint including times, dates, locations, forms of communication etc.
• Complainants name, preferred contact details and if a candidate your candidate ID number
• Name of any employee(s) whom you are complaining about (if applicable)
• Please also advise us what outcome you are hoping for
• Any documentary evidence to support your complaint

This should be submitted to Nationwide Music Examinations Customer Relations Manager (see contact details below).
The Customer Relations Manager will investigate the appeal and a written decision will be communicated to the complainant within 5 working days of receiving all required information or 20 working days for cases involving investigation. If it is anticipated that the process will exceed the published timescale, it will be made known to the complainant with the reasons for any extension.
If the complainant is not happy with the decision the complaint can be referred to Stage 2.

Stage 2:
Within 10 working days of receiving the outcome of Stage 1, the complainant should refer the case to the Operations Director (see contact details below) in writing outlining the case for an appeal at Stage 2 with name, contact details and candidate ID number.

The Operations Director will take all information and findings into consideration and will make the final decision; this will be communicated to the complainant in writing within 20 working days. (Every attempt will be made to complete our investigation within this timescale however if a delay occurs this will be communicated to the complainant).

The Operations Director’s decision is final. However, in Scotland complainants have the right to complain to the Scottish Public Service Ombudsman, as the final arbiter.  The complaint must usually have been raised within the previous 12 months.  The complaint cannot be under consideration in a court of law.

Contact details:
Customer Relations Manager
A: 76 Church Road, Northwich, Cheshire

Operations Director
A: 76 Church Road, Northwich, Cheshire

We welcome your feedback to help us to continually improve our service, or if you wish to get in touch with any comments you can contact us at…
E: [email protected]
T: 01606 40400
A: 76 Church Road, Northwich, Cheshire, CW9 5PB

Our offices are open 9am-5pm Monday to Friday excluding bank holidays.