Introduction and Context:
Paul Bowler Training (the Company) is committed to providing a high quality service for all our learners, potential learners and customers. We accept that occasionally our service may not meet some of our customers’ expectations. We encourage all our customers to discuss any concern or issue with us at any time and we also invite all learners to complete a feedback / comment form at the end of each course.
A complaint is an expression of dissatisfaction concerning the provision of a service by the Company and therefore we regard any complaint as an important source of information for improving our services for the future.
In the event that a learner or customer wishes to raise a complaint the Company has put this Complaints Policy in place.
The Complaints Procedure enables matters of concern to be brought to the attention of
the Company, and to enable investigation of those concerns with the aim of a satisfactory resolution. Most matters can be dealt with through informal processes in a spirit of conciliation and the procedures for doing this are outlined; the aim of this procedure is also to enable those that cannot be dealt with informally to be resolved formally in a fair and consistent manner.
If the complaint is about bullying and/or harassment, the complainant is directed to use
the procedures outlined in the Company’s Bullying and Harassment Policy, which specifically deals with these issues.
Please ask a member of staff for a copy of the Bullying and Harassment Policy.
Principles and Scope
We aim to handle all complaints sensitively and fairly and with due consideration to confidentiality for Learners, potential Learners and staff. Any person named in a complaint will be informed of the substance of the complaint and will have the right to reply as part of the investigation. Information contained within the complaint will be made available only to those members of staff involved in its resolution.
Informal procedures
Our aim is to resolve as many complaints as possible through the informal process.
Informal complaints should be directed initially to a member of staff. They will try to deal with the problem without delay.
If the staff member cannot resolve the complaint ‐ or the complainant is unhappy
with the response – they can ask for the matter to be reviewed by a Director.
If there is no resolution at this stage, a formal written complaint can be made to the Director who will make sure the complaint is investigated using the formal complaints procedures.
It should be noted that in the interest of natural justice to all parties anonymous complaints cannot be processed.
Formal complaints
Initially the formal complaint should be sent in writing to the Director.
No complainant bringing a complaint under this Procedure, whether successfully or otherwise will be treated less favourably by any member of the Company (staff or tutors) than if the complaint had not been brought.
If evidence to the contrary is found in this regard the member may be subject to disciplinary proceedings under the Company’s policy.
Any student making a malicious or vexatious complaint could lead to disciplinary action
being taken against them.
Separate procedures/policies exist for the following:
• Allegations of discrimination (covered by the Equality & Diversity Policy)
• Appeals and Repeat Procedures Policy
• Allegations of bullying or harassment (covered by the Bullying & Harassment Policy)
Commitment when dealing with Complaints
We will acknowledge all complaints within 5 working days.
We will investigate all complaints and issue a reply to the complaint within 15 working
days or, where this is not possible, an interim reply will issue explaining the position and advising when a substantive response will issue.
All complaints will be treated promptly, fairly, impartially and in confidence.
We will keep records of complaints separate from other records.
We will ensure that no complaint made in good faith will be used to disadvantage any
person in the future.
We will endeavour to learn from mistakes to ensure that errors are not repeated.
Appeal procedures
The Director will acknowledge appeals within 5 working days and respond within 15 working days.
If the response to the complaint following completion of the formal procedure is not
considered to be satisfactory, the complainant may appeal in writing, within 10 working days of notification of the decision. The request must be addressed in writing to a Director outlining why they are not happy with the outcome of the appeal.
Taking into account the substance of the complaint and the previous attempts at
resolution, the case will then be reviewed by an Appeal Board made up of an Independent external tutor not previously involved in the process who will provide the complainant with a decision in writing within one calendar month of receipt of the request under the Appeal Stage. The Appeal Board’s decision will set out the steps to be taken to remedy the complaint or the reasons why the appeal has failed.
Monitoring, Evaluation and Review
The Company will track and monitor how each complaint is handled and progressed and will ensure that records show the nature of the complaint, how it was dealt with, the time taken for each part and the outcome.
The Complaints Procedure is one aspect of the Company’s quality assurance procedures; complaints are therefore considered as useful feedback and, where appropriate, will be used to facilitate improvements to services and facilities.
Outcomes of the Complaints Procedure
Should a complaint be upheld the complainant will be informed in writing of the outcome and remedy.
If a complaint is not upheld, the complainant will be informed in writing with reasons
why it was not upheld.
Changes to policies and procedures may be implemented based on findings from the complaints procedure.
Training and Awareness
Management will facilitate activities to raise awareness of the Complaints Procedure. They will also provide support and guidance for staff, Learners, potential Learners and the public in handling complaints and resolving them as close as possible to their point of origin.