Definition
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of the work undertaken within our End-Point Assessment services.
A complaint can be received verbally, by phone, by email or in writing. If it is to be investigated further, then the complaint needs to be in writing.
Overview
We view complaints, compliments, and feedback as an opportunity to learn and improve for the future. In the case of a complaint, it is a chance to put things right for the apprentice, their employer, our independent assessors or the member of our staff who has made the complaint.
This complaints policy applies to the services surrounding our End-Point Assessment provision only.
Where an apprentice or their representative wishes to complain about the outcome of an assessment – for example, the grade received – this falls under our Appeals Policy and should be raised via the process explained therein.
Aims of the Policy:
1. To publicise the existence of our complaints, compliments and feedback procedure so that people know how to contact us
2. To provide a fair complaints procedure for anyone wishing to make a complaint.
3. Ensure our staff, instructors, and assessors know what to do if a complaint, compliment or feedback is received.
4. Ensure all complaints are investigated fairly and promptly.
5. To handle all complaint information sensitively, telling only those who need to know and following any relevant data protection or safeguarding requirements
6. To make sure that complaints are, wherever possible, resolved and that relationships are repaired
7. To gather information which helps us to improve what we do.
8. Any complaints raised are fed back to any individuals cited where possible and fed into appraisal and performance review
9. To review the policy annually and update it as required or whenever other information comes
to light which prompts us to review the terms of this policy at different times (for example, following feedback from the regulator)
Procedure
Overall responsibility for this policy and its implementation lies with the Managing Director of Skills for Logistics.
However, it is the responsibility of the direct recipient of a complaint, compliment or feedback to take responsibility for it so that wherever possible, it is handled as close to the source as possible to avoid unnecessary escalation and reduce the risk of the complaint further damaging the relationship with the complainant.
In the event of a formal complaint, the following stages will be followed:
Stage 1 -
1. The complaint is received by Skills for Logistics Ltd and acknowledged as received within 7 working days.
These should be sent to the Director of Operations and include the following details:
a. The name of the complainant and contact details
b. The nature of the complaint
c. Any relevant accompanying evidence wherever possible
d. If the complaint is about a specific person, these specific details are to whom the complaint refers.
(NB. If the complaint refers specifically to the Director of Operations, then the complaint should be directed to the Chief Executive, i.e. directly to Stage 2 of this process). This ensures that if the recipient (who deals with the complaint) is the person being complained about, the complaint will then be handled independently.
2. Skills for Logistics will have 10 working days to investigate the complaint and provide a written outcome response. The result will either be whether the complaint is upheld or not upheld, with reasons given for either outcome.
Stage 2 -
1. If the complainant is not satisfied with the outcome of Stage 1, they have a further opportunity to raise their complaint with the Chief Executive, providing information on why they disagree with the outcome of Stage 1.
2. Upon receipt, the Chief Executive will review both the process and Stage 1 outcome, and provide a written response to the complainant within 7 working days from receipt of the Stage 2 request. The result will either be whether the complaint is upheld or not upheld, with reasons given for either outcome.
Stage 3 -
3. If the complainant remains unhappy with the outcome of Stage 2, they have a further final internal opportunity to request a review from the independent Governing Board (a named non-executive member, not employed by SfL, and with the remit for ensuring SfL maintains compliance with regulatory requirements).
The complaint, and all processes previously completed, will be reviewed by the independent board member, and a final written response is given within 7 working days.
If the complainant is still unhappy with the response, Skills for Logistics will inform the relevant External Quality Assurance body and make all relevant information available including decision-making evidence and any records of meetings and discussions.
Records of all complaints will be kept including complaint decisions, outcomes and the response from the complainant.
These records will be made available to any authority and will, where appropriate, be entered into SfL’s Quality Improvement Plan where service issues have been identified.
Where a complaint is deemed, upon review by the Governing Board, to be of such seriousness that could constitute an Adverse Effect.
This will be reported to the appropriate authorities in line with regulatory requirements.
Where any disclosures are required, any identifiable personal data will be treated by the relevant data protection legislation (refer to SfL’s Data Protection Policy).
For further information on the content of this policy, please fill out our contact form or call us at 023 8068 4502.
Approval date: 10th March 2022
Validity: One Year
Review Date: 10th March 2023
Job title of the person responsible for policy: Head of Operations
Name of person responsible for policy: Gary Mackay