Concerns & Complaints Procedure

CONCERNS & COMPLAINTS PROCEDURE

 

WE WANT YOU TO RECEIVE THE BEST POSSIBLE HELP

AND YOU CAN HELP US

 

 

We carry out regular surveys to ensure that the service we offer learners, employers and other partners is of the highest quality and these are evaluated regularly in order to make improvements.  However, situations may arise that need to be investigated immediately, so please let us know if you are dissatisfied with any aspect of our services by contacting the following:

 

 

All concerns are treated seriously and we will work with you to reach a satisfactory outcome.

 

 

OUR FORMAL COMPLAINTS CHARTER

 

Our commitment to YOU

 

ATL welcomes feedback, concerns and complaints and aims to resolve most situations informally. However, if you feel the need to formally raise an issue with us, please give us as much detail as possible in writing or ask a member of staff for a copy of our Concerns and Complaints Form.  Completed forms or letters should be returned direct to the Quality Manager. ATL will then follow the formal procedure below:

 

  • All complaints will be dealt with sensitively, fairly and in confidence. 
  • You will get an acknowledgement in 5 working days (at this stage we may need to ask for further information).
  • A thorough investigation will be carried out.
  • You will receive a response within in 20 working days.
  • If you are not happy with the way your complaint is treated, you can appeal to one of the Directors – this must be in writing, within 10 days of receiving the decision.
  • If you remain dissatisfied, the Quality Manager will advise you how to take further action.

 

Let us know what we do well; we can always do it better!

 

We can help you by offering confidential advice, guidance and information on:

 

Changing career   s   Improving skills   s   Re-training

Employment and work experience   s   Voluntary work opportunities

A wide range of new learning opportunities

Childcare   s   Finance   s   Health  s   Rights & Responsibilities

 

For more information, please telephone on 01752 202266

or call into the centre between 9am and 5pm Monday to Thursday and 9am and 4pm on Friday.

 

DEALING WITH COMPLAINTS PROCEDURE

 

Scope – All staff

 

Purpose

To ensure fair and consistent handling of concerns and complaints raised by service users (learners, parents, schools, employers, placement providers, etc.)

 

Procedure

  1. Achievement Training Ltd (ATL) carries out regular surveys to ensure that our service is of the highest quality and improvements made where required.  However, situations will inevitably arise that need immediate action. We strive to resolve issues informally wherever possible, however consistent records and excellent communication are required for this to happen.

 

  1. We have a complaints charter which is made available to all learners at induction and to other service users on request:   P:\Teaching and Learning\ Complaints Charter& Procedure.doc

 

  1. Department Managers should be informed as soon as possible of any concerns raised. They will give advice and guidance on immediate action and ensure that Kay Miles or Jackie Vincent are notified of all complaints raised or, in the case of a possible safeguarding issue, Paul Ebanks (see Safeguarding Disclosure Guide for further information).

 

  1. If informal measures are unsuccessful in resolving the issue, a complaint form may be requested, available on the public server: P:\Teaching and Learning\Concerns & Complaints Form.doc

 

Your line Manager must be advised immediately. Completed forms should usually be returned in the first instance to the Department Manager and Managers should then always refer the issue and seek advice from Kay Miles or Jackie Vincent. In cases where there may be an equality of safeguarding issues, they will liaise with the appropriate working party as necessary.

 

  1. The Quality Manager will review actions already taken, set up an objective investigation, meet with the concerned parties where necessary and arrange a timely, formal response. Other colleagues may need to be consulted, but confidentiality will be maintained within the appropriate reporting group (e.g. the manager of another curriculum area may need to be informed if an employer who uses services of more than one area has raised a concern). 

 

Commitment, Timeline and Right to Appeal

  1. All complaints will be dealt with sensitively, fairly and in confidence. 
  2. The complainant will get an acknowledgement in 5 working days.
  3. The complaint will be investigated and a response sent in 20 working days.
  4. If still dissatisfied, the complainant has the right of appeal – this must be in writing to the Directors, within 10 days of receiving the decision.

 

Author(s):             Quality Team

Enquiries to:        Quality Manager

 

Issue Date

August 2008

Review Schedule

Annually (August or September)

This Version

August 2018