SARAH CARLICK NOMINATED FOR PRESTIGIOUS...
The Athena Programme’s founder and director, Sarah Carlick, has been nominated for Businesswoman
At The Athena Programme we will make every effort to ensure your experience with us is of the highest possible standard. This customer charter sets out:
Standards of Service
To ensure that you are provided with the best possible service whilst working with The Athena Programme, there are certain standards of service that we aim to meet:
Fair Service Statement
At The Athena Programme we will ensure that we are caring and uncompromising about Safeguarding.
Complaints and Compliments Procedure
Although we always strive to offer the best possible service, we realise that things don’t always go to plan. If you have a problem, or are unhappy with the service provided, please contact us within 5 working days of the incident.
In these instances all complaints should be made initially to the Managing Director – either face to face, or, over the telephone.
The Managing Director will discuss your complaint with you and if this needs taking forward, will ask you to confirm your complaint in writing. If they deem the complaint to be unjustifiable, then this will also be confirmed in writing.
The Managing Director will then decide whether they can resolve the complaint themselves, or whether they should pass the complaint on to a more appropriate staff member. You will again be notified in writing of this decision.
In the event of the complaint being passed on to another Athena representative, you will be informed of your new point of contact and the reasons for this.
At all stages it may be necessary for us to ask you to provide additional information.
You will be included as much as possible in working towards to a suitable solution. Once a mutually agreeable outcome is reached, this will be put into writing and you will be asked to acknowledge that you are happy with the end result.
At The Athena Programme we are prepared to receive any negative feedback, as we view it as an opportunity for us to develop our services further. However, it is also lovely to hear when our customers have something nice to say. If you would like to compliment any of our services then, as above, please contact our Managing Director, who will ensure that your comments are passed on to the correct person.