Skills for Logistics is a company limited by guarantee, and a registered charity. It is a member of the Alliance of Sector Skills Councils, representing the employer-driven organisations that together articulate the voice of the employers of more than 85% of the UK's workforce on skills issues. The UK Commission for Employment and Skills (UKCES) is responsible for licensing, performance managing and regulating Skills for Logistics, and its other "sister" Sector Skills Councils. Skills for Logistics is committed to being open and accessible, and we welcome all comments on our work and the services we provide. We strive to provide the very highest standards of professionalism and customer service. However, there may be occasions when you feel dissatisfied with the service you have received from us. Our customer complaints procedure is as follows:
Stage 1 - Initial complaint
If you are dissatisfied with any aspect of the service you have received from Skills for Logistics, we ask that you initially liaise with the member of staff concerned, provided you know their identity. We hope that most complaints can be resolved quickly, and to your satisfaction, in this way.
Stage 2 - Formal Complaint
If you are dissatisfied with this initial response, we would ask you to provide the details of your complaint to us in writing. Please contact us within 4 weeks of the initial complaint. You can make your complaint in writing, by fax or email. Please provide your telephone number if a response by telephone would be more convenient. If you are emailing, please state if a reply by email is required and, if not, please provide your full postal address.
Your complaint should be submitted to the following address:
Skills for Logistics
12 Warren Yard
Warren Farm Office Village
Bucks MK12 5NW
Telephone: 01908 313360
Fax: 01908 313006
Once your complaint has been received, you will receive an acknowledgement within 5 working days, indicating who will be responding to your complaint and their contact details. You should then receive a full response from the relevant Manager within 15 working days.
Stage 3 - If you are not satisfied
If you are not content with the responses you have received to date, then our Chief Executive Officer will investigate the complaint further. Please address your letter to:
Chief Executive Officer, Skills for Logistics, 12 Warren Yard,
Warren Farm Office Village, Milton Keynes, Bucks MK12 5NW.
The Chief Executive Officer will investigate the circumstances of your complaint, review the responses you have received to date, and speak to the staff involved. You will then receive notification in writing of the decision on your complaint, and what action, if any, will be taken.
Step 4 - Appeals
If you have exhausted the previous three stages, and you still do not agree with the adjudication provided by the Chief Executive Officer, then you may appeal to the Chairman of the Skills for Logistics Board of Trustees/Directors.
Please write to the Chairman, c/o Skills for Logistics, 12 Warren Yard, Warren Farm Office Village, Milton Keynes, Bucks MK12 5NW - or email care of firstname.lastname@example.org. You will receive an acknowledgement of your appeal within 5 working days.
The Chairman will instigate further enquiries into the matter in dispute. Appeals may take longer to be arbitrated upon dependent upon the level of investigation required. You should receive a response to your appeal in writing from the Chairman of Skills for Logistics within 20 working days of receipt of your appeal, or such longer period as notified in the Chairman's acknowledgement.
Your Personal Information
If you use our complaints procedure, you are agreeing that we can use any personal information you send us for purposes connected with your complaint. We may also give your personal information to other people and organisations if we have to do so by law, or if you have given us permission.