1.0 Purpose



Compliments and Complaints Policy Last Reviewed: January 2019By:Directors:Susan WatersGerard MorrallContentsPagePolicy Statement3Organisation compliments processOrganisation of complaints process3Responsibility and Accountability 4Policy StatementITEC is committed to listening to our customers and responding to any concerns or compliments in an effective and timely plaints are a form of feedback and enable us to improve our service. A complaint which has been dealt with appropriately will result in a more positive impression of the organisation and re-engage the customer. It is important to record complaints received in order for improvement. Therefore complaints can be seen in a positive light as a means of satisfying our customers and helping us improve our practices.This document describes the complaints process for ITEC.A Complaint is any problem identified by any customer or stakeholder which requires action to resolve it.A compliment is any information which praises ITEC or a member of our associate staff for excellent customer service. ComplimentsAny compliments received both verbally or in writing should be recorded on a compliments form DOC.LJ.07 and handed in at plaints can be received in a number of ways:By telephoneIn writing including emailVerballyFrom feedbackSurvey/forumCategories of ComplaintsComplaint made by a customer about the training delivered, examples could include:Poor resourcesInadequate equipmentTraining not meeting their needsFeeling unsafeComplaints made by a customer about a member of staff, examples could include:Staff not turning up for appointmentStaff not explaining expectationsMaking a complaintWhen a customer wishes to complain about ITEC’s service, the following process should be adopted. The complainant should be given a copy of the complaints leaflet or, on request/as appropriate, have the process explained to them orally.All completed complaints leaflets should be forwarded to the directors of ITEC.Making an initial complaint – Stage 1On receipt of a complaint, either verbally or in writing, the complainant should be invited to speak to a director of ITEC to discuss the complaint with them. This can be done in person or by telephone and a record of the conversation should be entered on the Record of Complaint form, DOC.LJ.11 At this stage all possible attempts should be made to resolve the complaint on the same day and in any event as soon as practicable after the complaint is made. The outcome can be given either verbally or in writing, as appropriate, and the level of redress should also be detailed where appropriate. The complainant should be informed of the next stage of the complaints process should they remain dissatisfied.Stage 1 should be completed within five working days of receiving the complaint.Making a further complaint – Stage 2 If the complainant is dissatisfied with the outcome of their initial complaint, it will be passed to the Quality Lead who should follow the process above and respond in writing to the complainant within five working days.Further dissatisfaction Stage 4If after exhausting our complaints process the complainant is still unsatisfied learner will be directed to the ESFA publication Complaints about Providers of Education and Training as appropriate.RedressIf the Quality Lead finds that the complaint is upheld, redress will be offered to the complainant. In deciding the level of redress, the Quality Lead should make their decision based on the facts of each case and the loss or the inconvenience incurred by the complainant. Options include:An apology, written or verbal from the directorsAn undertaking and subsequent report on improving or developing policies/processes where these appear to be at fault/absentAgreement to undertake specific work on behalf of a customerRecording and Monitoring ComplaintsAll complaints will be recorded and kept on file in the Complaints file at ITEC. The directors will analyse the complaints log annually via a Management Review meeting.Documents and Policies associated with this Policy.DocumentNumberCompliments and Complaints Form DOC.LJ.07Record of Complaint formDOC.LJ.11ESFA document ................
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