Customer care and feedback
Complaints, comments and compliments
Your feedback matters. Whether you want to recognise excellent service, suggest an improvement or raise a concern, we will listen carefully and respond fairly.
We want to hear from you
Feedback helps us improve
Portull Training Services is committed to building strong relationships with learners, employers, clients and external partners. We use feedback to recognise what is working, resolve concerns and continuously improve the services we provide.
Most concerns can be resolved quickly by speaking with a member of staff. When that is not possible, or when you would prefer to raise the matter formally, you can submit a written complaint by email or post.
Working days
Our target for acknowledging a written complaint.
Working days
Our target for providing a full outcome following investigation.
Named contact
A designated person will manage your complaint through the process.
A straightforward process
How to raise a complaint
Choose the route that feels most appropriate. You do not have to raise a concern verbally before submitting it in writing.
Speak to us
Raise the issue with a member of staff or the relevant manager. We will listen, discuss what has happened and try to agree a suitable resolution where possible.
Put it in writing
Email info@portull.com or write to our Hull training centre. Please include enough detail for us to understand and investigate the matter.
Tell us the outcome you need
Explain what you believe would resolve the complaint. This helps us understand your expectations, although the final outcome will depend on the investigation findings.
Useful information
What to include in a written complaint
- Your full name and preferred contact details.
- The course, service, booking or interaction concerned.
- Relevant dates, locations and names where known.
- A clear description of what happened and why you are dissatisfied.
- Copies of any relevant emails, documents or other supporting information.
- The outcome or action you would like Portull to consider.
Our customer charter
What you can expect from Portull
We are committed to professional, inclusive and respectful service across every part of the learner and customer journey.
Prompt and efficient
We aim to respond in a timely manner and keep you informed throughout the process.
Respectful and courteous
You will be listened to calmly, politely and without a defensive response.
Clear communication
We will explain matters in plain language and keep unnecessary jargon to a minimum.
Inclusive service
Our services are provided without unlawful discrimination and in line with our equality commitments.
Confidentiality
Personal information will be handled in line with our confidentiality and data policies.
Continuous improvement
We record and review feedback to identify improvements to our services and procedures.
More detail
Full complaints procedure
Open each section for more information about how different types of complaint are handled.
Oral complaints
All oral complaints should be taken seriously. The member of staff receiving the complaint should try to resolve the matter immediately where this is appropriate and possible.
If an immediate resolution cannot be reached, the matter should be referred to the relevant manager. Staff should remain calm, courteous and respectful, avoid making assumptions and agree how the complainant will be updated.
Written complaints
Written complaints are passed to the appropriate complaints contact, recorded and acknowledged within five working days. The named contact will manage the complaint and may request further information before or during the investigation.
Portull aims to provide a full explanation within 28 working days. When an issue is too complex to conclude within that period, the complainant will be informed about the delay and the next steps.
Complaints made on someone’s behalf
When an advocate, friend, relative, employer or other representative raises a complaint on behalf of another person, Portull must confirm that they have permission to do so.
Explicit consent, preferably in writing, will normally be required before confidential information is discussed or disclosed.
Investigation meetings and outcomes
The outcome may be provided in writing or discussed at a meeting. A complainant may bring a friend, relative or representative to any arranged meeting.
The final response should explain the investigation findings, any action being taken and, where appropriate, an apology. Relevant shortcomings in procedures or service delivery should be identified and addressed.
Serious, legal or safeguarding matters
Portull may seek specialist advice where a complaint raises potentially serious legal, regulatory or safeguarding concerns. This may affect how the internal investigation is conducted or the timescale in which it can be completed.
Recording and learning from complaints
Complaints, findings and agreed actions are recorded on the appropriate documentation. Outcomes are reviewed by management so that lessons can be identified, procedures can be improved and recurring issues can be addressed.
Contact Portull
Ready to submit your feedback?
Contact a member of staff directly, email us or write to the address below. Please use the subject line Formal Complaint for written complaints.