Complaints Policy and Procedure 2023/2024
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VERSION CONTROL VERSION
AUTHOR
DATE
COMMENTS
1.0
Ibrahim Jogee & Holly Street Ibrahim Jogee & Holly Street
09/2023 Proposed New Policy
1.1
10/2023 Added process for Higher Education learners.
Version control is to be employed for any amendments to the content which result in substantive changes to the meaning, intent or outcome of the policy or process described within and must be approved by the Executive Committee. Spelling mistakes or other typographical errors are not required to be subject to Version Control.
POLICY OWNER POLICY OWNER
ACCOUNTABLE EXECUTIVE
National Quality Manager / Head of Quality
Group Director of Operations
APPROVAL CONTROL Approval of this Policy and subsequent amendments is by the Board DATE APPROVED APPROVED REQUIRED BY 07/09/2023 Policy Governance Board 04/10/2023 Policy Governance Board
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CONTENTS
Tab le of Contents PURPOSE ...................................................................................................................................................................... 4 SCOPE ............................................................................................................................................................................. 4 PROCESS FOR FURTHER EDUCATION LEARNERS ........................................................................ 5 Stage 1 - Line Manager................................................................................................................................... 5 Stage 2 - Senior Manager............................................................................................................................. 6 Stage 3 - Independent Senior Manager ............................................................................................ 6 Complaints we cannot help with: .......................................................................................................... 6 PROCESS FOR HIGHER EDUCATION LEARNERS ............................................................................6 RECORDING OF COMPLAINTS...................................................................................................................... 6 COMPLAINTS APPEALS PROCESS ............................................................................................................. 7 External Appeals................................................................................................................................................. 7 RELATED POLICIES & STATEMENTS..........................................................................................................8
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INTRODUCTION
SCL Group places a significant emphasis on feedback and views complaints as a valuable tool to drive improvements in the quality of our services. SCL Group’s policy is to respond to all feedback, whether positive or negative, in a prompt and courteous manner. All complaints will be treated seriously with a full investigation process in place to seek a resolution which all parties are satisfied with. In all circumstances, individuals and groups are positively encouraged to raise their concerns with the member(s) of staff directly in the first instance.
PURPOSE
At SCL Group we are committed to providing high quality services for all our service users, taking users’ views into account and using the findings to promote and develop the capacity for sustainable improvement. This document details SCL Group’s Complaints Policy and Procedure. A complainant may be a learner, apprentice, prospective learner, employer or any other interested party that indicates dissatisfaction with the current level of service that they are receiving/have received. Complaints from employees of SCL Group should be made using the formal Grievance Procedure. The complaints policy and procedure is published on the SCL website and in our learner and apprentice handbooks. It is referenced during staff and apprentice inductions and referenced in our employer agreements and commitment statement.
SCOPE
This policy and procedure applies to all learners studying with SCL Group. This policy and procedure underpins SCL Group’s core values and will be used objectively and free from discrimination in accordance with the Equality and Diversity policy.
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PROCESS FOR FURTHER EDUCATION LEARNERS
SCL Group will take complaints about our work, staff, learners and apprentices, and our levels of service very seriously. If you are not satisfied with any aspect of SCL Group including associates, please follow the process for raising a complaint: We will need you to provide us with the following: • a clear, detailed description of what your complaint is about. • copies of any letters or emails or relevant documentation related to the complaint. • any details relating to the complaint if you have raised them previously informally or directly to the person/person responsible for the matter you are complaining about. • your email address or postal address (so we can respond to your complaint). Please send details of the above to the below address or email address, clearly marking the subject matter of your correspondence as: ‘Complaints Team.’ This will allow your complaint to be directed to a member of our complaints handling team who will allocate the request to the correct department or member of staff: Complaints Team SCL Education & Training Ltd 7 Lakeside Business Park
Swan Lane Sandhurst Berkshire GU47 9DN Or enquiries@wearescl.co.uk
You will receive a notification of receipt of your complaint within 48 hours via email from a member of the Senior Management Team. The handling of any complaint has three stages. During this time, we may need to contact you in writing to seek further information relating to your complaint: Stage 1 - Line Manager Complaints go to the line manager of the individual or team that your complaint references. The line manager will investigate, with a target of responding to your complaint within 10 working days.
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Stage 2 - Senior Manager Complaints are investigated by the senior manager responsible for the team that your complaint references. They will investigate with a target of responding to your complaint within 10 working days. Stage 3 - Independent Senior Manager Complaints are investigated by a senior manager who is independent of the individual or team that your complaint references. They will investigate with a target of responding to your complaint within 10 working days. Complaints we cannot help with: We can only handle complaints about the work, staff, learners and apprentices, and levels of service provided by SCL Group and associates. We cannot help with complaints regarding any third parties as your complaint should be dealt with the organisation directly. We will however support you and provide guidance on how to raise a complaint with them.
PROCESS FOR HIGHER EDUCATION LEARNERS
If your complaint relates to a Higher Education programme of study and is about: • The quality and standard of service provided by the university, including teaching and learning provision. • Failure to provide a service as advertised or reasonably expected. • Unsuitable facilities or learning resources. • Failure of the university to follow an appropriate administrative or academic process. Please visit De Montfort University’s Student Complaints for further details.
RECORDING OF COMPLAINTS
SCL Group and will record all complaints, both formal and informal, and a complaints log will be maintained internally. All complaints will be monitored and tracked until the complaint has a formal outcome. The CEO of SCL Group will present an overview of the complaints log to the Executive Team on a regular basis.
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COMPLAINTS APPEALS PROCESS
If you are unhappy with the outcome of your complaint, please contact Stuart Allen, Executive Group Director of Operations and College Principle directly via email: stuart.allen@wearescl.co.uk. If your complaint is related to apprenticeships, contact Fiona Hawkesley, Executive Director of SCL Professional directly via email: fiona.hawkesley@wearescl.co.uk. Your complaint and the process followed will then be reviewed to ensure that viable measures have been actioned accordingly to resolve your issue to the best of SCL Group’s ability. Please note, due to regulations applicable to employment law and GDPR, you may not always be informed of the outcome of your complaint if it directly applies to a member of staff. We will however strive to give you as much information as possible regarding the measures SCL Group has taken to address your complaint. External Appeals If your complaint relates to a course funded by the Education and Skills Funding Agency and you are not satisfied with the outcome of your complaint, you can contact the agency directly via post within three months of the complaint decision, using the contact details below: Complaints Team Education and Skills Funding Agency Cheylesmore House Quinton Road
Coventry CV1 2WT
If your complaint relates to a Higher Education programme and you are not satisfied with the outcome of your complaint, you may be able to apply for a review of your complaint to the Office of the Independent Adjudicator for Higher Education (OIA) providing that the case you take to the OIA is eligible under its rules. Should you decide to make a complaint to the OIA, you must request a Completion of Procedures letter from De Montfort University. Please visit De Montfort University’s Student Complaints for further details.
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RELATED POLICIES & STATEMENTS
• Quality Assurance and Improvement Strategy • Malpractice Policy • Internal Appeals Process
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