Complaints Policy

 

Policy Statement

 

Halls of Ivy is committed to providing high-quality education, training and support to all learners, employers and stakeholders. We recognise that concerns and complaints provide valuable feedback that helps us improve the quality of our provision.

 

We are committed to ensuring that all complaints are handled fairly, consistently, confidentially and without unnecessary delay. No individual will be disadvantaged or treated unfavourably for raising a genuine concern or complaint in good faith.

 

This policy forms part of Halls of Ivy's commitment to continuous quality improvement and positive learner and employer experiences.

 

Definitions

 

“Complaint”

An expression of dissatisfaction about any aspect of Halls of Ivy's education, training, services, facilities, staff, employers, partners or the support provided to learners and other stakeholders, whether justified or not, which requires a response.

 

 

“Complaints Procedure”

The process Halls of Ivy follows to receive, investigate, respond to and resolve complaints.

 

“Appeal”

A request for Halls of Ivy to review the outcome of a stage one complaint because the complainant remains dissatisfied with the decision or believes the complaint has not been fully considered.

Purpose

 

The purpose of this policy is to ensure that all complaints relating to Halls of Ivy are managed fairly, consistently and promptly.

 

The policy aims to:

 

• provide a clear complaints procedure

• resolve complaints wherever possible at the earliest opportunity

• ensure complaints are investigated objectively

• identify improvements to services

• promote openness and accountability.

 

Scope

 

This policy applies to all individuals engaging with Halls of Ivy, including, but not limited to:

 

• Apprentices

• Alternative Provision learners

• Adult learners

• Learners under the age of 16

• Parents and carers

• Employers

• Staff

• Visitors

• Contractors

• Members of the public

Principles

 

Complaints will always be:

 

• listened to

• treated seriously

• handled confidentially

• investigated fairly

• responded to promptly

• used to improve our services

 

Making a Complaint

 

Wherever appropriate, concerns should first be raised informally with the relevant member of staff to allow a quick resolution.

 

If the concern cannot be resolved informally, a formal complaint may be submitted.

 

Anyone wishing to make a formal complaint may do so:

 

• in writing to Halls of Ivy, Romford Shopping Hall, 43 Market Place, RM1 3AB

 

• by email to info@hallsofivy.co.uk

 

• by telephone on 01708 766395

 

• in person (where appropriate).

 

When making a Complaint, you will be required to provide the following information in as much detail as is reasonably possible:

 

• Your name, address, telephone number and email address (We will contact you using your preferred contact method as your complaint is handled)

 

• If you are making a complaint on behalf of someone else, that person’s name and contact details as well as your own

 

• If you are making a Complaint about a particular employee of Halls of Ivy, the name and, where appropriate, position of that employee

 

• Further details of your Complaint including, as appropriate, all times, dates, events, and people involved

 

• Details of any documents or other evidence you wish to rely on in support of your Complaint

 

• Details of what you would like Halls of Ivy to do to resolve your Complaint and to put things right. (Please note that whilst we will make every reasonable effort to accommodate such requests, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take).

 

Reasonable adjustments will be made to support anyone who requires assistance to make a complaint, including providing information in alternative formats or accepting complaints through a parent, carer, advocate or support worker where appropriate.

 

 

Complaints Procedure

 

Halls of Ivy operates a two-stage complaint handling procedure.

 

Following our complaints procedure, our aim is to always resolve complaints to your satisfaction at stage one without further recourse to stage two. If you are not satisfied at the end of stage one, you may escalate your complaint to stage two.

 

If you are still not satisfied at the end of stage two, complaints may progress to External Resolution as detailed below.

 

Stage One:

 

Upon receipt of your complaint, the Centre Manager will acknowledge receipt of it in writing within 5 working days

 

When we acknowledge receipt of your complaint, we will also provide details of your complaint handler.

 

If your complaint relates to a specific employee, that person will be informed of your complaint and given a fair and reasonable opportunity to respond.

 

Any communication between you and the employee in question should take place only via the complaint handler and we respectfully ask that you do not contact the employee in question directly concerning the complaint while we are working to resolve it.

 

If we require any further information or evidence from you, the complaint handler will contact you as quickly as is reasonably possible to ask for it.

 

We ask that you use reasonable efforts to supply any such information or evidence quickly to avoid delaying the complaints handling process. 

 

If you are for any reason unable to provide such information or evidence, we will use all reasonable efforts to proceed without it, however, please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your complaint.

 

We aim to resolve stage one complaints within 14 days, however in some cases, particularly if your complaint is of a complex nature, this may not be possible.

 

If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reason/s for it.

 

At the conclusion of the stage one complaints procedure, regardless of the outcome, we will provide you with our conclusions and any action taken as a result. You will also be reminded of your right to appeal our decision and escalate the complaint to stage two in the form of an appeal.

 

Stage Two:

 

If you are not satisfied with the resolution of your complaint at stage one, you may appeal the decision within 10 days, and have the complaint escalated to stage two.

 

All appeals are handled by Senior Management level members of our team.

 

Appeals should clearly explain why the complainant believes the stage one outcome should be reviewed and include any additional evidence where appropriate.

 

Appeals should be directed to your original complaint handler who will forward the request to an appropriate appeal handler.

 

Receipt of appeals will be acknowledged in writing within 5 days.  When we acknowledge receipt of your appeal we will also provide details of your appeal handler.

 

If your complaint relates to a specific employee, that person will be informed of your appeal and

given a further opportunity to respond.

 

Any communication between you and the employee in question should take place only via the appeal handler and we respectfully ask that you do not contact the employee in question directly concerning the complaint while we are working to resolve it.

 

If we require any further information or evidence from you, the appeal handler will contact you as quickly as is reasonably possible to ask for it.

 

We ask that you use reasonable efforts to supply any such information or evidence to us quickly to avoid delaying the complaints handling process. 

 

If you are for any reason unable to provide such information or evidence, we will use all reasonable efforts to proceed without it, however, please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your complaint.

 

We aim to resolve stage two complaints within 14 days, however in some cases, particularly if your complaint is of a complex nature, this may not be possible.

 

If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.

 

At the conclusion of the stage two procedure, we will provide you with our conclusions, and any action taken as a result.

 

Our decision at this stage is final, subject to your right to seek external resolution of your complaint.

 

External Resolution:

 

If you are not satisfied with the resolution of your complaint at stage two you may seek External Resolution of your complaint, following completion of Halls of Ivy's internal procedure, complaints may be referred to the appropriate external organisation where applicable, including:

 

• Department for Education (DfE)

• Awarding Organisation

• Ofsted

• Information Commissioner's Office (ICO)

• Funding Organisation

 

If you wish to seek external resolution you can contact your appeal handler or Halls of Ivy’s Centre Manager for contact details to the relevant external body.

 

 

Impartiality

 

Halls of Ivy is committed to ensuring that all complaints are investigated fairly, objectively and without bias. Wherever possible, complaints will be investigated by a member of staff who has had no direct involvement in the matter being complained about.

 

Where a conflict of interest exists, or where the appointed complaint handler cannot remain impartial, an alternative complaint handler will be appointed.

 

Complaints About Senior Managers

 

Where a complaint concerns the Centre Manager or another Senior Manager who would ordinarily be responsible for investigating complaints, the complaint will be referred to an alternative Senior Manager or Director who has had no prior involvement in the matter.

 

Where a complaint concerns the Director, the complaint will be considered by an appropriate independent person, adviser or member of Halls of Ivy's governance arrangements, where appropriate, to ensure an impartial investigation.

 

Complaints managed under separate policies

         

The following matters will normally be managed under separate procedures:

 

• Safeguarding concerns

• Allegations against staff

• Prevent concerns

• Whistleblowing

• Assessment appeals

• Staff grievances

 

Anonymous complaints

 

Anonymous complaints will be considered where there is sufficient information to investigate.

 

Malicious complaints

 

Complaints found to be deliberately false or malicious may be managed under the appropriate disciplinary or conduct procedures.

 

Equality and Accessibility

 

Halls of Ivy is committed to ensuring this procedure is accessible to everyone.

 

Reasonable adjustments will be made where required, including providing information in alternative formats or allowing support from an advocate, interpreter or parent/carer.

 

Monitoring

 

All complaints are recorded and reviewed by senior leaders to identify themes, trends and opportunities for improvement.

 

Outcomes from complaints may inform staff training, policy reviews, risk management and quality improvement planning to help prevent similar issues occurring in the future.

 

 

Confidentiality and Data Protection

 

All complaints and information relating to them are treated with the utmost confidentiality.

 

Halls of Ivy may be contractually obliged to share information with funding organisations. You will be informed at the initial stage of your complaint if the service you receive from Halls of Ivy is delivered on behalf of a funding organisation.

 

We may ask for your permission to use details of your complaint (with your personal details removed) for internal training and quality improvement purposes. If you have given such permission, you may revoke it at any time by contacting Centre Manager at Halls of Ivy.

 

All personal information that we may collect (including, but not limited to, your name and address) will be collected, used and held in accordance with the provisions of the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

 

Questions and Further Information

 

If you have any questions or require further information about any aspect of this Complaints Policy or about our Complaints Procedure, please contact Centre Manager by telephone on 01708 766395, or by email at info@hallsofivy.co.uk.