Complaints Policy

Fair, open and honest

Introduction

We believe that our organisation provides good training for all our learners and that the CEO, senior management and staff work very hard to build positive relationships with all parents, employers and stakeholders.   However, the training centres are obliged to have procedures in place in case there are complaints.   

The following policy sets out the procedure that Workpays follows in such cases.

Aims and objectives

Our organisation 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 learner above all other issues.   We provide sufficient opportunity for any complaint to be fully discussed, and then resolved.

Complaints procedure

If a parent/guardian/employer is concerned about anything to do with the training that we are providing at Workpays, they should, in the first instance, discuss the matter with the Tutor/Trainer. Most matters of concern can be dealt with in this way.   All tutors work very hard to ensure that each learner is happy and is making good progress; they always want to know if there is a problem, so that action can be taken before the problem seriously affects the learner’s progress.

Where a parent/guardian/employer feels that a situation has not been resolved through contact with the Tutor/Trainer or that their concern is of a sufficiently serious nature, they should make an appointment to discuss it with the Operations Manager. The Operations Manager considers any such complaint very seriously and will investigate each case thoroughly.   Most complaints are normally resolved at this stage. If, however an issue is not resolved by the Operations Manager then the matter will be passed to the Operations and Performance Director.

Only if an informal complaint fails to resolve the matter should a formal complaint be made to the Operations and Performance Director. This complaint must be made in writing, stating the nature of the complaint and how the organization has handled it so far.  The parent/guardian/employer should send this written complaint to the Operations and Performance Director.

The Operations and Performance Director must consider all written complaints within two weeks of receipt, arrange a meeting to discuss the complaint, and invites the person making it to attend the meeting, so that she/he can explain her/his complaint in more detail.   The organization gives the complainant at least three days’ notice of the meeting.

After hearing all the evidence, the Operations and Performance Director will consider her decision and inform the parent/guardian/employer about it in writing.   They will do all they can at this stage to satisfactorily resolve the complaint.

If the complaint is not resolved to the satisfaction of the parent/guardian/employer then the Operations and Performance Director will arrange for a hearing before a panel with at least three people who must not be directly involved, one member of the panel will be the Managing Director.   The parent/guardian/employer has the right to be represented at this hearing.    All the evidence will be considered, and a further judgment made in an attempt to resolve the complaint.   The result of this hearing together with any recommendations will be given in writing within one week of the hearing. A copy of the findings and any recommendations will be distributed to the complainant, the proprietor, the Managing Director and where relevant the person complained about.

If the matter is still not resolved, then the complaint will be referred to the Local Authority.  

In the case of a learner under 16 years old, if the parent/guardian/employer is still not content that the complaint has been dealt with properly, then she/he is entitled to appeal to the Secretary of State for Education.

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Monitoring and Review

The Head of Quality and Compliance monitors the complaints procedure in order to ensure that all complaints are handled properly.   Senior Management log all complaints received and records how they were resolved.   The Head of Quality and Compliance examines this log on an annual basis.

This policy is made available to all parents/guardians and employers so that they can be properly informed about the complaints procedure.

Confidentiality

All correspondence, statements and records of complaints shall remain confidential at all times.

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