Complaints Procedure NMH

The purpose of our complaints procedure is that we can resolve on going matters and respond to past issues. It is also to allow us to improve our procedures or staff performance issues, especially where we appear to be at fault. Any complaint will be handled in a professional and non-confrontational manner.

If you have a complaint please first telephone Remtek 0161 745 8353 and speak to an administrator or email admin@remtek-online.co.uk please give a brief description of the issue. If the matter is current and requires urgent action please state this.

You should indicate you preferred method of contact i.e. telephone, email or post.

We are happy to deal with a third party on your behalf but we will need to know who they are and have your permission to speak to them.

Please note the NMH suppliers are rarely given any personal information including the reason for you being given NMH support. You may find it appropriate to inform us.

The administrator will then pass the details of the issue to the appropriate section. The administrator of that section will acknowledge the complaint by email and/or post and if required contact you to obtain a full description of the issue. They will investigate the matter and reply to you not less than 5 working days and not more than 10 working days unless you have stated that the matter is urgent where prompt action will be taken.

If you are not happy with the action taken to deal with your complaint send an email to mark@remtek-online.co.uk or write to Mark Farrar. Please provide as much information about the matter. The matter will be fully investigated and you will receive an answer in 10 working days.

If you are still not happy with our response you have the option of speaking to your disability officer at your university or your assessment centre. If this does not resolve the matter to your satisfaction you then have the option of raising the matter with your funding body.

The steps are as follows:

1. Raise the matter with the supplier dealing with the appropriate administrator in that section.
2. If the matter is not resolved.
3. Raise the matter with Mr M Farrar at Remtek.
4. Should the matter still not be resolved.
5. Escalate the matter by speaking to your disability officer or assessment centre.
6. If the matter still remains unresolved you have the option of referring the matter to your funding body.

It is important that all the stages of this procedure are follow in the above order.

There may be personal reason why you wish to deal with your disability officer at the initial stages Remtek understand this and will alter this procedure to reflect those personal circumstances.