Complaints Policy & Procedure

Introduction

Wrexham itec is committed to providing a quality service for its members and working in an open and accountable way that builds the trust and respect of all our stakeholders. One of the ways in which we can continue to improve our service is by listening and responding to the views of our stakeholders, and in particular by responding positively to complaints, and by putting mistakes right.

Therefore we aim to ensure that:

  • making a complaint is as easy as possible;
  • we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response;
  • we deal with it promptly, politely and, when appropriate, confidentially;
  • we respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc;
  • We learn from complaints, use them to improve our service, and review annually our complaints policy and procedures

We recognise that many concerns will be raised informally, and dealt with quickly. Our aims are to:

  • resolve informal concerns quickly;
  • keep matters low-key;
  • enable mediation between the complainant and the individual to whom the complaint has been referred.

An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Procedure

A complaint can be made in any form; however, the preferred method would be in writing.

When a complaint is received from an individual or organisation, the following initial action is to be taken:

a) Initially the complaint is to be passed to the Operations Manager.

b) It is the Operations Mangers responsibility to acknowledge receipt of the complaint.

The Operations Manager will conduct a quick investigation to decide if the complaint is a valid expression of dissatisfaction or just a grip about a service. For further guidance of what is not deemed a complaint see WCBC Corporate Complaints

c) If it deemed a genuine complaint it is the Operations Managers responsibility to instigate an investigation as soon as possible.

d) The Operations Manager will then nominate a senior member of staff to investigate.

e) If the complaint is against an individual member of staff, the Operations Manager will ask for a report from that member of staff and/or may ask an uninvolved member of staff to investigate.

f) It will then be the responsibility of the nominated person to gather all the evidence and investigate all the relevant circumstances relating to the complaint.

The investigation of the complaint should take into account criteria such as; severity, complexity, impact and the possible need to take immediate action.

Every effort should be made to investigate all the relevant circumstances and information surrounding the complaint. The level of investigation should be commensurate with the seriousness, frequency of occurrence and severity of the complaint.

a) Once the evidence has been gathered and the investigation complete, the staff member investigating the complaint will call a meeting with the Operations Manager to discuss the findings. The result of the investigation will then be communicated to the complainant.

b) If the complaint can be resolved inside the organisation and the complainant accepts the decision or action of the investigation then the complaint can be closed down. A full report will be produced by the nominated member of staff for the Operations Manager.

c) In the event of the complainant not accepting the decision of the investigation then further investigations are to be made and the complaint passed to the next level for investigation, this will be by the Management Team. The Management team will then reinvestigate the complaint following the guidelines above.

d) Once complete the findings of the investigation will then be communicated to the complainant for their decision. If the complainant accepts the decision or action of the investigation then the complaint can be closed down.

e) In the event of the complainant not accepting the decision of the Management Team investigation then the complaint will be passed to the next level for investigation by the Departmental Complaints Officer of Lifelong Learning for them to decide on a course of action. The findings of this course of action will be communicated to the complainant and the complainant should be informed that the resulting decision will be binding and no further investigation will take place.

f) All documentation relation to a complaint will be filed in Administration for future reference. Copies if required are to be forwarded to the Departmental Complaints Officer.

Where a complaint is substantiated and Wrexham itec can take action to avoid a recurrence, that action will be taken and the effect will be reviewed at a reasonable interval thereafter.

If it is felt the complaint against the member of staff cannot be dealt with within the organisation then the Operations Manager may refer the complaint directly to the Departmental Complaints Officer to decide on a course of action.

Laura Davies
Operations Manager
Date: 30/11/12