Quality Assurance Policy

. Respond to all telephone calls within two working days

. Respond to written requests within five working days

. Deliver all work on time as agreed with the customer

.Seek feedback from customers wherever possible by: Course evaluation forms Training needs assessments/annual visits Informal meetings and talks Questionnaires

.Respond to feedback received from customers and where appropriate respond accordingly

. Ensure that training and assessments meet appropriate standards

. Ensure that appropriate provision is made for assessment of all candidates irrespective of special needs requirements

. Notify customers of any foreseeable problems as soon as they arise or as soon is practicably possible.

. Always to use instructors/trainers and assessors who are occupationally proficient, competent and qualified.

Abide by our terms and conditions of trading.

In the event of any dispute between the Vale Training Group and a customer:

.The Vale Training Group initially refers to the agreed terms of trading if the problem cannot be resolved

.Then the problem is referred to an agreed independent arbitrator whose decision will be final and binding on both parties.

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