Complaints Policy and Procedure vember 2014
Contents 1. Policy statement...3 2. What is a complaint?...3 3. How to complain...4 4. What will happen next?...4 5. Scotland complaints handling process...5 6. Data Collection and Storage...5 7. Complaint Form...6 8. General Complaints Process...7 9. Complaints Process about Senior Managers...8 10. Complaints Process about Trustees...9 Complaints Policy & Procedure - vember 2014 Page 2
1. Policy statement VTCT is committed to providing exceptional customer service. Whilst every effort is taken to provide exceptional customer service, sometimes mistakes are made. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. This complaints procedure has been established for people who feel dissatisfied with the service. You have a right to complain and have it investigated. VTCT aims to learn from any mistakes and the complaints procedure is seen as very important in the continuous improvement cycle. 2. What is a complaint? A complaint is an expression of dissatisfaction or concern by a centre or a member of the public, about the conduct, standard of service, actions or lack of action by VTCT, its staff or one of its contractors If you are dissatisfied or have concerns about the standard of service, actions or lack of action by VTCT, its staff or one of its contractors; you should follow this formal complaints procedure. Examples of complaints An example of a complaint would be where a customer considers that there has been: failure to provide a service at the right time or to the standard expected of the service; dissatisfaction in answering a query or responding to a request for a service; failure to follow VTCT s agreed policies or procedures; failure to take proper account of all relevant information that has been provided when coming to a decision; discourteous behaviour by a member of staff; harassment, bias or unfair discrimination. A complaint will not be investigated under the following circumstances: where they are anonymous; where other rights of appeal exist (e.g. examination or assessment decisions). VTCT s Complaints Procedure is not: a way to review or appeal against decisions; a way to ask us to review a decision that has already gone against you through other proper procedures, such as examination or assessment appeals. Complaints Policy & Procedure - vember 2014 Page 3
3. How to complain Firstly, raise your complaint with the member of staff responsible for the service about which you are complaining. If the matter is not resolved, promptly or fully, by them, their line manager will become involved to work with you and the individual or team to reach a satisfactory resolution. If you are not satisfied with how your complaint has been handled you may begin the formal complaints procedure. Details of this are set out below. Alternatively, please contact us with the details, initially the complaint should be sent to the Quality Assurance Department (qualityassurance@vtct.org.uk). 4. What will happen next? 1. The Quality Assurance Department will remove the data collection form prior to any investigation of the complaint. 2. VTCT will acknowledge receipt of your complaint within 3 working days, enclosing a copy of this procedure. 3. VTCT will then investigate your complaint. This will normally involve passing your complaint to an independent manager who will review your complaint. 4. The manager will send you a written reply to your complaint, including his/her suggestions for resolving the matter, within 21 working days of sending you the acknowledgement letter. 5. At this stage, if you are still not satisfied, you should contact us again and we will arrange for a senior manager to review the decision; 6. VTCT will write to you within 14 working days of receiving your request for a review, confirming the final decision on your complaint and explaining our reasons; 7. if you are still not satisfied, you can then contact the Chief Executive about your complaint; If VTCT has to change any of the timescales above, we will let you know and explain why. We have attached a flow chart indicating the process in more detail. Complaints Policy & Procedure - vember 2014 Page 4
5. Scotland complaints handling process SQA Accreditation s requirements for complaints handling are specified within the Regulatory Principles that can be found at http://www.sqa.org.uk/sqa/42384.html In Scotland, the Scottish Public Service Ombudsman (SPSO) is the final stage in handling complaints about public services in Scotland. The SPSO will deal with complaints after they have been through the formal complaints process of the organisation concerned. The SPSO is the final stage for complaints about public services in Scotland. This includes complaints about Scottish colleges. If you (the learner) remain dissatisfied with a college after using its complaints process, you can ask SPSO to look at your complaint. The SPSO cannot normally look at complaints: where you have not gone all the way through the college s complaints handling procedure; more than 12 months after you became aware of the matter you want to complain about, or that have been or are being considered in court. The SPSO s model complaints process for Further Education Colleges can be found at http://www.valuingcomplaints.org.uk/wp-content/media/the -Further-Education-Model- Complaints-Handling-Procedure.pdf 6. Data Collection and Storage VTCT registers and tracks all complaints and outcomes. It keeps complaint documentation, electronically for three years. Complaints Policy & Procedure - vember 2014 Page 5
7. Complaint Form Date: Name: Organisation (if applicable): Address: Contact telephone number: Email address: Individual / team involved: Summary of complaint: How would you like to see your complaint resolved? Please attach any supporting / relevant documents (these can be copies) listing the titles in this space: Signed: INTERNAL USE ONLY Acknowledgement Investigation Response Action taken Date completed Complaints Policy & Procedure - vember 2014 Page 6
8. General Complaints Process Complaint Received Quality Assurance Department logs complaint. Quality Assurance Department acknowledges the complaint in writing and allocates an investigating manager. (Within 3 working days from receiving complaint) Allocated manager will investigate the complaint and report the findings and recommendations to appropriate director. (Within 14 working days) Appropriate director signs off the allocated manager s report, including the recommended internal process improvements. Quality Assurance Department writes to the stating the outcome. (Within 21 working days from acknowledging complaint) Yes or no response within 10 working days Complainant requests further review and complaint is passed to the appropriate director for investigation. Appropriate director will notify the of the outcome of their investigation. (Within 14 working days from review request) Yes or no response within 10 working days Quality Assurance Department will close the complaint, log and forward any proposed changes to process owner(s). The writes to the CEO CEO replies within 14 working days Complaints Policy & Procedure - vember 2014 Page 7
9. Complaints Process about Senior Managers Complaint Received Quality Assurance Department logs complaint. Quality Assurance Department acknowledges the complaint in writing and allocates an investigating manager. (Within 3 working days from receiving complaint) CEO, or appointed trustee (if the complaint involves the CEO) investigates the complaint and produces report. (Within 14 working days) Appropriate line manager signs off the report, including the recommended internal process improvements. The CEO or Company Secretary writes to the stating the outcome. (Within 21 working days from acknowledging complaint) Yes or no response within 10 working days Complainant requests further review and complaint is passed to a relevant line manager of the investigating manager for review. The Reviewer will notify the of the outcome of their investigation. (Within 14 working days from review request) Yes or no response within 10 working days Quality Assurance Department will close the complaint, log and forward any proposed changes to process owner(s). The writes to the CEO CEO replies within 14 working days Complaints Policy & Procedure - vember 2014 Page 8
10. Complaints Process about Trustees Complaint Received Quality Assurance Department logs complaint. Quality Assurance Department acknowledges the complaint in writing and allocates an investigating manager. (Within 3 working days from receiving complaint) CEO, will inform the Company Secretary of the complaint who will liaise with the Chair or appoint an independent authority to investigate the complaint and produces a report. (Within 14 working days) Appropriate line manager signs off the report, including the recommended internal process improvements. The Company Secretary writes to the stating the outcome. (Within 21 working days from acknowledging complaint) Yes or no response within 10 working days Complainant requests further review and complaint is passed to the appropriate director for investigation. Appropriate director will notify the of the outcome of their investigation. (Within 14 working days from review request) Yes or no response within 10 working days Quality Assurance Department will close the complaint, log and forward any proposed changes to process owner(s). The writes to the CEO CEO replies within 14 working days Complaints Policy & Procedure - vember 2014 Page 9