Complaints and Compliments Policy

1. INTRODUCTION/ POLICY STATEMENT 

1.1 The Source strives to provide the best quality learning and services that meet or exceed the expectations of our learners and users. The organisation promotes a culture that is responsive to feedback, whether complimentary or critical. This policy outlines ways in which individuals and businesses can share their feedback with us.

2. SCOPE AND EXEMPTIONS

2.1 The Policy and its associated procedures are designed to define the organisation’s open approach to praise and criticism of the full range of services it provides and to describe the procedures for reporting them. 

3. DEFINITIONS

3.1 Compliments are an expression of praise either verbal or written. 

3.2 Complaints is a statement that something is unsatisfactory or unacceptable either verbal or written.

4. POLICY DETAIL

The organisation strives to provide the best quality learning and services that meet or exceed the expectations of our learners and users. The organisation promotes a culture that is responsive to feedback, whether complimentary or critical.  Comments about our services are actively encouraged and acknowledged as a valuable source of information that we can evaluate and use to improve the quality of provision to learners, other users and partners/stakeholders.  Learners and users can bring their concerns to the attention of the organisation either informally or formally. 

This policy and its supporting procedures apply equally to all learners of the organisation, employers or work-placement providers of organisation students and other users of the organisation’s services, any of whom have the right to representation by parents, guardians, carers or other advocates on their behalf.

4.1.1 FORMAL COMPLIMENTS (CAUSES FOR CELEBRATION)

4.1.2 Where a learner/partner/stakeholder or member of the public wishes to have a positive experience documented and conveyed, this can be achieved through the following methods:

• Submitting an e-mail in writing to an appropriate member of staff.
• Completing a ‘Cause for Celebration’ slip at Reception and submitting it to a member of staff.
• All received causes for celebration should be forwarded to the Senior Quality Manager for logging, documenting, and sharing with Senior Leadership and appropriate individual line managers. It is expected that where individuals and/or teams are identified as contributing to a positive experience they receive appropriate praise in recognition.

4.2.1 INFORMAL COMPLAINTS 

• In the first instance, complainants are strongly encouraged to resolve the matter informally with appropriate members of staff.  
• If a complaint is not resolved at this stage the complainant should be advised to progress their complaint through the organisation formal complaints procedure. 

4.3.1 FORMAL COMPLAINTS 

Complainants can make a formal complaint either verbally or in writing. All formal complaints should be passed to the Director of Quality Curriculum and Innovation. 

• All complaints will be formally acknowledged in writing upon receipt. 
• In the first instance, the Director Quality Curriculum and Innovation will contact the complainant to discuss their concerns and any requirements.  Where appropriate a meeting will be arranged to discuss their concerns and requirements in more detail.   
• The Director Quality Curriculum and Innovation will then work with appropriate Senior Leadership Team Member(s) to coordinate the investigation of any identified concerns and requirements
• All formal complaints will be resolved within 10 working days of the receipt of the formal complaint or if this is not possible, the complainant will be advised on the progress made to address their concerns. 
• Upon completion of the investigation into the complaint, the Director of Quality Curriculum and Innovation will notify the complainant in writing of the outcome.
• If at this point the complainant feels their complaint has not been addressed to their satisfaction, they can refer the complaint to the Chief Executive for further consideration. 
• If after due consideration by the Chief Executive the complainant feels their complaint has not been addressed to their satisfaction, they can refer the complaint to the relevant Funding Agency; details of which will be provided by the organisation.

5. RESPONSIBILITIES

5.1 The Director of Quality, Curriculum and Innovation is responsible for maintaining complaints and compliments records and reporting to SMT and Board bi-annually.

6. ASSOCIATED DOCUMENTS

6.1 The Formal Complaints Procedure policy is linked to:

• Employee Handbook
• The Source Quality Policy
• Child Protection, Safeguarding & Prevent Duty Policy 2019
• The Equality and Diversity Policy
• Behaviour Support Disciplinary Policy  
• Formal complaints procedure
• AAT Complaints - https://www.aat.org.uk/about-aat/aat-customer-charter and https://www.aat.org.uk/prod/s3fs-public/assets/Process-submitting-complaints-AAT-approved-organisations.pdf

7. DEVELOPMENT AND IMPLEMENTATION 

7.1 This policy has been developed with reference to the relevant Government legislation and guidance and in accordance with that of our regulatory bodies, Ofsted and ESFA.  Best practice research has been conducted against schools, colleges and training providers.  

7.2 This policy has been developed in consultation with SMT and Curriculum Managers and will be implemented effectively through full staff training and Curriculum Quality meetings.

8. EQUALITY, DIVERSITY, AND HUMAN RIGHTS

8.1 The Source is committed to ensuring that no person or group of persons will be treated less favourably than another person or group of persons and will carry out our duty with positive regard for the following protected characteristics: age, disability, gender reassignment, marriage and civil partnerships, pregnancy and maternity, race, religion, sex, sexual orientation.

We also recognise that some people experience disadvantages due to their socioeconomic circumstances, employment status, class, appearance, responsibility for dependants, unrelated criminal activities, being HIV positive or with AIDS, or any other matter which causes a person to be treated with injustice. The Source will also ensure that all services and actions are delivered within the context of current Human Rights legislation. 

9. MONITORING AND REPORTING 

9.1 The Business Compliance Team will conduct audits of all complaints and compliments and the response times to resolutions.

10. RISK MANAGEMENT

10.1 The following risks are associated with this policy: