We believe that our programme provides a good service to all our customers. Our Directors, Tutors, Assessors, Client Services Team and other staff work very hard to build positive relationships with all our customers. However, we are obliged to have procedures in place in case there are complaints. The following policy sets out the procedure that The Academy Hub follows in such cases.
Aims and objectives
The Academy Hub aims to be fair, open and honest when dealing with any complaint. We give careful consideration to all complaints and deal with them as swiftly as possible. We aim to resolve any complaint through dialogue and mutual understanding and, in all cases, we put the interests of the customer above all other issues. We provide sufficient opportunity for any complaint to be fully discussed, and then resolved.
The Complaints Process
How to share a concern
If a customer is concerned about anything to do with the service that we are providing they should in the first instance, discuss the matter with a Client Service Director. Most matters of concern can be dealt with in this way. CSD work very hard to ensure that each customer is satisfied with the service we are providing. They always want to know if there is a problem, so that they can take action before the problem seriously affects the customer.
What to do if the matter is not resolved through informal discussion
Where a customer feels that a situation has not been resolved through contact with the CSD, or that their concern is of a sufficiently serious nature, they should make an appointment to discuss it with the Director of Performance. The Director of Performance considers any such complaint very seriously and investigates each case thoroughly. Most complaints are normally resolved at this stage.
Sharing a concern about the CSD
Should a customer have a complaint about the CSD, s/he should first make an informal approach to one of the other Directors, who is obliged to investigate it. The Director will then do all s/he can to resolve the issue through a dialogue with all parties involved, but if a customer is unhappy with the outcome, then s/he can make a formal complaint to the Group Managing Director.
Scope – All learners, employers, stakeholders and members of the public .
Purpose – To resolve complaints in a timely and effective manner, to use the information to improve our service, and to ensure complaints can be handled professionally.
Comment It is accepted that at times, a person can feel aggrieved by their treatment or service, and it is essential that The Academy Hub have a professional mechanism to deal with the complaint. TAH will ensure that complainants will not be treated less favourably following their complaint, and we will identify actions from the complaint received to improve and develop our services. The Director of Performance and Development will continuously monitor a complaint until the issue has been resolved.
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 will need to be recorded, and the person who receives a complaint by phone or in person 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 Academy Hub.
- Tell the complainant that we have a complaints procedure, and email a copy to them for reference.
- 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.
The Quality Group will receive monthly reports on complaints, and on a quarterly basis the Executive group and Board will be presented with a summary. The Director of Performance and Development analyses complaints quality for trends and investigates appropriate action to improve the service provided.
- Contact a member of staff. They will listen to your complaint, take your details and contact information, and pass the complaint to the Quality Support Coordinator.
- The complaint is documented and forwarded to firstname.lastname@example.org, and the Quality Support Coordinator will log it.
- The Quality Support Coordinator contacts the complainant within 24 hours of receipt of complaint to gain further details, and completes the Complaints form.
- If not resolved immediately, the Quality Support Coordinator will allocate an investigator after communication with the appropriate Director, and will provide feedback within 10 working days.
- The investigating officer investigates, making appropriate notes and interviewing relevant staff.
- On conclusion of the investigation, the Quality Support Coordinator contacts the complainant in writing with the outcome and a copy is sent to the complainant’s email. If resolved, the progress section of the complaints form is completed.
- The Director of Performance and Development will review the details of the complaint on the Complaints log monthly.
Procedure for Unresolved Complaints
The complaint is escalated by the investigating officer or complainant. The Director of Performance and Development investigates the complaint and writes a short report on the result of the investigation, with appropriate action to be taken. The investigation will be conducted within 10 working days of receiving the complaint.
The Director of Performance and Development informs the complainant in writing of the outcome and actions to be taken, within 10 working days.
If the concern is not resolved and the complainant is still not happy, they can appeal to the Education Skills Funding Agency (ESFA) if they are a funded learner. Before you can do this, they must have exhausted all stages of the Company’s Complaints Procedure.