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Customer Charter “Caring for the Future”

Our commitment to you

“The Acacia Group is committed to helping our employers and customers improve performance and standards, to ensure that adults and children receiving care are getting the best possible care and that the workforce are recognised for the valuable work that they do. We believe in our people and employ people with the attitude and aptitude to make a positive difference to your training and who have a true passion for care. Each member of the team is expected to be personable, attentive to your needs, act in a professional manner and improve our service in response to your changing needs. We believe in our training programmes and in providing our customers with the kind of service that goes the extra mile.” Victoria Francis, Managing Director

As a customer, you can expect: Choices  To have your needs thoroughly analysed – before, during and after training  To be presented with clear solutions that understand and meet your needs  To be an active partner in planning, training and delivery  To understand the training choices available and how they can improve and impact on your organisation  To develop the basic skills of your organisation along with work related training  To sign post to alternative provision when we cannot meet your needs Learning Environment  To have access to flexible training that will minimise disruption and costs  To have access to experts who are able to extend and develop your understanding of training and its impact  To have access to learning resources that meet the needs of your people  To ensure learners are safe and protect vulnerable people

Skills and Knowledge  To be a partner and be supported in co-creating your training plan and goals  To be connected to an expert familiar with your sector  To be supported in taking risks and developing your understanding of unfamiliar areas  To have access to training that will improve your people and drive your organisation’s performance Communication  To be responded to in a professional and timely manner  To be dealt with courteously  To be treated with respect, regardless of ethnic background, sexuality, gender, age, religion or personal circumstances Feedback  To participate in assessment activities  To provide feedback on your experience to help us improve our service Wider Community  To work positively and respectfully within local communities  To encourage environmental sustainability as far as practicable


From you we expect: Commitment  To support your people in attending all scheduled training appointments and reporting absences  To inform us of your changing needs and requirements  To encourage a positive attitude to your training and learning goals  To comply with the rules and regulations of Acacia, awarding bodies, funding bodies and other stakeholders  To adhere to Health and Safety procedures  To determine, evaluate and measure the impact of our services on your business  To encourage progression and the development of skills

Integrity  To communicate with a member of staff about any concerns so that appropriate support can be identified  To promote respect for others regardless of their ethnic background, sexuality, gender, age, religion or personal circumstances  To be communicated with in a professional and courteous manner  To support us with the implementation of our safeguarding policy © 2009 The Warrington Business School

How you can contact us: Telephone: 01782 646346 Email: info@acaciatraining.co.uk Our commitment to quality:      

Acacia is accredited with “Training Excellence” Award, specifically recognising excellence in working with customers and employers. Acacia has undergone a positive Ofsted Inspection. Acacia is accredited with “Matrix” (both internal and external) which recognises high quality in the level of information, advice and guidance provided to all who access our services, and those who are employed by us. Acacia is succesfully accredited and audited by a number of awarding bodies, including Edexcel, City and Guilds, SQA, NCFE and EDI. Acacia is accredited with “Investors in People” in recognition of the investment in our own workforce. Acacia has a robust quality improvement cycle, policy and system which informs our annual self assessment.

Confidentiality  We will observe a strict duty to confidentiality at all time with regards to your affairs, not only when you are a customer, but also at all times in the future.  We ensure that we are fully compliant with data protection and ensure all data held is secure and shared only with necessary organisations, for example funding partners.


Customer complaints  Acacia Group aims to provide the highest possible of standard of service, however we realise that in any organisation things can occasionally go wrong. If you have a problem or are unhappy with the service provided, please tell us by contacting: Sarah Pursglove, Customer Relationship Manager, Acacia Training Ltd, Trentham Business Quarter Bellringer Road Trentham Stoke-on-Trent ST4 8GB Tel: 01782 646346 Email: sarahp@acaciatraining.co.uk


The Customer Journey What you can expect from us Acacia is committed to providing a high quality, responsive service to all of our customers. We have a designated business development team who are responsible for liaising with employers. When you contact us you will be put in touch with the most appropriate person to discuss your requirements and you will know the name of the person you are dealing with. On receipt of your enquiry, we will:  Respond quickly and efficiently to your enquiry and, if applicable, arrange a consultation with one of our team to determine your specific requirements  Provide you with clear, concise information on the training courses and qualifications available to meet your needs – including course content, entry requirements, assessment methods and support services available – so that you can make an informed choice  Provide you with a written proposal detailing the training available, including costs and available access to funding  Provide you with an opportunity to view the facilities and resources of Acacia, if applicable. Once you have confirmed the training you would like undertaken, we will:  Ensure that our trainers/assessors are fully briefed on your training needs and objectives before they start working with you  Send you joining instructions for your course if this is to be delivered offsite  Arrange for an Assessor/Trainer, if applicable, to contact your employees to discuss and explain their training programme journey so that they have a clear understanding of what they can expect from our service and the outcomes that will be achieved  Develop training which is bespoke and relevant to your organisation and its policies/procedures  Undertake Health and Safety assessments by appropriately qualified staff  Undertake initial assessment of all learners and deliver training programme inductions for all learners  Visit QCF learners every 2-4 weeks at a time that suits your and your staffs’ needs  Regularly review QCF learner progress, providing information, advice and guidance at the start, mid-way through and at the end of their programme  Continually review your requirements and maintain open communication to ensure that you are kept informed of progress, developments or changes relating to the training programme.  A business development advisor will provide a courtesy call on a monthly basis and a visit every six months as a minimum. On completion of the training, we will:  Review the training with you to ensure that it has met the agreed objectives and take into account any suggestions for improvements  Discuss any further training needs you may have.


Acacia Customer Charter