Complaint Policy

ITEC NORTH EAST

COMPLAINTS

POLICY AND PROCEDURE

MAY 2019

POLICY STATEMENT

 

This policy relates to responding to learner complaints and complaints made by other stakeholders including employers, partner organisations, external bodies and members of the public.

 

In this context, complaints are deemed to involve an expression of dissatisfaction, grievance or fault finding of ITEC NE.

 

SCOPE OF THE POLICY

ITEC NE will thoroughly investigate any complaint, whether informal or formal, relating to the day-to-day operation of ITEC NE and the standard of service we provide.

 

However, assessment decisions and examination results are addressed through the appeals procedure.

 

INFORMAL AND FORMAL COMPLAINT PROCEDURE

Informal

Learners must endeavour to resolve a complaint informally before commencing with the Formal Complaints Procedure. This informal stage should normally involve discussions with their nominated Tutor and/or the Apprenticeship and Development Manager.

 

The learner complaint should attempt to resolve the matter informally as soon as possible and no later than fifteen working days after the event or problem has occurred.

 

Where no informal resolution can be achieved within fifteen working days of the initial complaint being raised, the learner complainant may choose to progress their complaint by following the formal complaint process.

 

Formal 

Formal complaints should be submitted in writing or by email to the Quality Manager FAO Shaun Meek (s.meek@itecne.co.uk), or The Digital Factory, Durham Way South, Newton Aycliffe, DL5 6XP.

 

Any member of staff receiving a formal letter of complaint must forward a copy of the complaint to the Quality  Manager.

 

A written acknowledgement will be sent by the quality Manager within three working days and the details logged on the Complaints Log for checking and reporting purposes.

 

Any letter submitted should clearly set out the circumstances of the complaint, any individual or witnesses involved and any relevant dates or times.

 

Complaints will be investigated by the Quality Manager and a copy sent to the relevant manager, with the intention of satisfactorily resolving the matter, identifying the causes and symptoms and upholding or rejecting the complaint about the benefit of all involved.

 

The appropriate manager will be sent a detailed response with evidence to the Quality Manager within the prescribed timescale.

 

The Quality Manager will respond in writing within fifteen working days from the date of the receipt of the complaint, detailing the outcome of the investigation.

 

Following the resolution of the complaint, where required, the appropriate manager must complete an action plan to address the issues.

 

If the complainant remains dissatisfied or aggrieved or in disagreement with the decision made or reasons given, they may appeal against the decision. A complainant has ten working days in which to submit an appeal. The reason for the appeal must be stated in writing and sent to the Managing Director.

An Appeal Panel consisting of two senior managers not previously involved will review the case and reach a decision.

 

ESCALATION

If the matter is still not resolved, and where the complaint concerns programmes that are funded through the ESFA, we will ensure that we give the complainant details of the ESFA’s complaints procedure and direct them to send complaints to:

 

complaints.esfa@education.gov.uk

 

Or via:

The Complaints Team

Education and Skills Funding Agency

Cheylesmore House

Quinton Road

Coventry

CV1 2WT

 

REVIEWING COMPLAINTS & WIDER STAKEHOLDER FEEDBACK

As part of our annual self-assessment process, we consider all feedback received during the year, including questionnaires, evaluations, letters of complaint, Incident/Complaints Log etc.

 

We use this feedback to identify areas where we can improve. Any required improvements are included in our Quality Improvement Plan.

 

ROLES AND RESPONSIBILITIES

The Managing director has overall responsibility for implementing the policy.

 

QUALITY REVIEW

 The policy and procedures will be updated and reviewed annually to ensure it is aligned to ITEC NE’s statutory responsibilities and guidance issued by the government.