Compliments, comments and complaints procedure
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Document title: Compliments, Comments and Complaints Procedure
Document status: Final
Version number: 6.0
Date: 30 March 2019
Author: Head of Quality
Approved by: Quality and Compliance Director
Review date: March 2020
1. Introduction and Policy statement.
Aspiration Training Limited (ATL) is committed to providing the best possible service for all of its learners, as well as parents, employers and all other stakeholders. We do however acknowledge that learners can at times feel dissatisfied and are entitled to have their concerns listened to and addressed. In such cases we endeavour to respond quickly, positively, confidentially, courteously and effectively. Normally, learners are invited to raise their concerns in the first instance with the appropriate member(s) of staff, as a complaint can often be resolved quickly and simply in this way. However, if learners are not satisfied with the initial response made, or do not wish to use this route, they may formally complain instead.
Aspiration Training Ltd believes that if a learner, employer or other stakeholder wishes to make a complaint or register a concern, they should find it easy to do so.
A complaint is defined as: any complaint from any customer, employer, learner or anybody affected by the standard of quality of our service, action or lack of action by telephone, letter, social media, post, e-mail or visit.
It is company policy to welcome complaints and look upon them as an opportunity to learn, adapt, improve and provide better services. This procedure is intended to ensure that complaints are dealt with properly and that all complaints or comments by learners, employers or other stakeholders are taken seriously.
The procedure is not designed to apportion blame, but rather to ensure that the company is able to continuously improve its services and levels of customer service and satisfaction. The company ensures that there are sufficient platforms to facilitate complaints and that the process is easy to follow, fair and sensitive to both staff and the complainant.
Complaints can be made in person, by telephone, by e-mail, via social media or in writing to the responsible person within each office (contact details shown in section 9).
3. Social media complaints
Because social media influences others, it is important to treat a complaint as seriously as you would a face-to-face complaint. Social media complaints can have serious reputational damage for the business and that things that are posted on social media remain in the public domain for a long time. The following guidelines must be adhered to:
• Get the complainant away from the public eye. We want to get to the bottom of the complaint but away from the public eye. When there is an initial complaint, acknowledge it and then reply “Thank you for your feedback. Please send us a private message with details so we can investigate the details of this experience so we can get to the bottom of it and prevent it from happening again.” This gets the person to message you in private and share the details. When other people read the complaint, it shows we care about complaints and take action. Taking no action erodes trust. Doing something over nothing retains trust.
• Respond to positive feedback. Social media allows Aspiration Training to build trust with an audience before a complaint is even made. By interacting – retweet, mentioning and asking questions there will be a positive image communicated. Also by building this relationship, if something does go wrong, audience will be more trusting and let us you know in a nicer way.
• Respond quickly. Senior managers have access to Social Media platforms. Check these regularly and so complaints do not go unacknowledged. The target time to respond to a social media complaint is 60 minutes.
Details of the complaint will be logged in a standard form (appendix 1) and responsibility for investigation will be assigned.
Investigation of the complaint will commence within 24 hours of receipt and the complaint will be acknowledged, in writing, within 5 working days.
The complaint will be investigated and contact will be made with all relevant parties to gather information and supporting evidence.
Within 4 weeks the complainant will receive written notification of the outcome of the complaint or details of any ongoing investigations necessary.
If it has been necessary for the investigation period to be extended past 4 weeks, the complainant will receive written notification of the outcome within 8 weeks. This outcome will be the final decision unless the complainant chooses to appeal.
If the complainant is unhappy with the outcome, in the first instance they must contact the complaint investigator to clarify rationale behind the decision.
If the response is unsatisfactory, the complainant can contact the relevant external agency for support. Details of the relevant agency will be made available upon request.
6. External Involvement
Aspiration Training Ltd will co-operate with external parties involved in the complaint via the following means:
• Copies of policies and procedures will be made available upon request.
• Documents related to the complaint and the way in which it was handled will be made available.
• Employees will be available to attend meetings with external agencies.
This procedure will be made available in hard copy in every location and in an electronic format on the “company one drive.”
Employers and learners will be provided with access to this procedure in electronic or hard copy formats at the start of the training programme and it will also be accessible through contact with the member organisation.
This procedure will be made available bilingually and in large print upon request.
8. Monitoring and Review Processes
All complaints will be monitored via senior management and discussed at Board level if applicable. Outcomes of complaints will be held centrally within each office and be reviewed on an annual basis.
This procedure will be reviewed, via the senior management team, on an annual basis to ensure it continues to meet the needs of the business. An annual complaints report will be completed each year.
Data and performance associated with this procedure will be reviewed on an annual basis by the Board of Directors.
9. Registering a comment or compliment.
Where learners and all other partners wish to register a compliment or comment, rather than make a complaint, they can do so either by email or in writing to the details listed below in section 9 of this document. Any comments or compliments received verbally may be logged and together with those received by letter, will be forwarded to the Administration team
It is important that our learners and partners are happy with the service we provide and that we can learn from the things that go well. Any compliments you may wish to make about what we do or the staff who do it will be passed on to those concerned, or you may just wish to compliment ATL on a job well done.
We welcome constructive comments and suggestions about what we do. Your ideas will be listened to and given careful consideration. A comment could relate to how any part of our service can improve,
10. Contact Details
Aspiration Training Ltd have allocated responsibility for investigating complaints at a senior level within each office. The contacts details where complaints can be sent are as follows:
Eastern Business Park
Tel: 02921 175352
Aspiration Training Ltd
Tel: 01527 359646