Terms & Conditions

Please be aware that ALL payments are non-refundable.

PLEASE NOTE ​ALL GIFT VOUCHERS MUST BE REDEMMED WITHIN 6 MONTHS OF PURCHASE UNLESS PRIOR PERMISSION IS SOUGHT FROM 'THE STUDIO' MANAGEMENT TEAM

We regret that no transfer of classes will be permissible within EIGHT weeks of your course date.

If for any reason we need to cancel the class we will give you as much notice as possible and we will offer you a full refund or a place on another class to the same value.

 

To complete the PME Diploma Courses you will need to complete work at home. It is therefore essential that you have all your own equipment. We will offer discounts on essential items. Your investment will depend on how much Sugarcraft equipment you already own but if you have very little equipment you could spend around £150 to £250 depending on the course.

 

If for any reason you feel that you need to dispute any contract(s) of sale please contact:

Online Dispute resolution (ODR) service: http://ec.europa.eu/odr

 

Complaints Policy of The Studio

 

The Studio views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person The Studio that has made the complaint.

 

Our policy is:

To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.

 

To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.

 

To make sure everyone at The Studio knows what to do if a complaint is received.

 

To make sure all complaints are investigated fairly and in a timely way.

 

To make sure that complaints are, wherever possible, resolved and that relationships are repaired.

 

To gather information which helps us to improve what we do.

 

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of The Studio.

 

Where Complaints Come From

Complaints may come from customers.

 

A complaint can be received verbally, by phone, by email or in writing.

 

This policy does not cover complaints from staff, who should use The Studio’s Discipline and Grievance policies.

 

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

 

Responsibility

Overall responsibility for this policy and its implementation lies with The Studio’s owners and management.

 

Review

This policy is reviewed regularly and updated as required.

Adopted on:15th June 2016  Last reviewed:15th June 2016.

 

Complaints Procedure ofThe Studio Publicised Contact Details for Complaints:

Written complaints may be sent to The Studio at 85b Long Street, Atherstone, Warwickshire CV9 1BU or by e-mail at info@cakeartcreations.co.uk

 

Verbal complaints may be made by phone to 01827 720488 or in person to any management at The Studio at 85b Long Street, Atherstone, Warwickshire CV9 1BU or at our retail premises: CakeArt Creations, Unit 5, The Arcade, Atherstone, Warwickshire, CV9 1AZ.

 

Receiving Complaints

Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have.

Complaints received by telephone or in person need to be recorded. The person who receives a phone or in person complaint should:

 

Write down the facts of the complaint.

 

Take the complainant's name, address and telephone number.

 

Note down the relationship of the complainant to The Studio] (for example: client, member).

 

Tell the complainant that we have a complaints procedure.

 

Tell the complainant what will happen next and how long it will take.

 

Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words.

 

For further guidelines about handling verbal complaints, see Appendix 1 Resolving Complaints.

 

Stage One

In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.

 

Whether or not the complaint has been resolved, the complaint information should be passed to any member of management within one week.

 

On receiving the complaint, management records it in the complaints log. If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action.

 

If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.

 

Complaints should be acknowledged by the person handling the complaint within one week. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.

 

Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

 

Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

 

Stage Two

If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at Board level. At this stage, the complaint will be passed to the owner/managing directors.

 

The request for Board level review should be acknowledged within one week of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply.

 

The person who receives Stage Two complaints]may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One.

If the complaint relates to a specific person, they should be informed and given a further opportunity to respond.

 

The person who dealt with the original complaint at Stage One should be kept informed of what is happening.

 

Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

 

Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

 

The decision taken at this stage is final, unless the Board decides it is appropriate to seek external assistance with resolution.

 

 

Loading...
Loading...
Loading...