Complaints Policy
Learner Complaint Procedure


Introduction/Context
Customer / Learner focus is a key principle of Quality Management and customer / learner feedback is a vital tool for organisations to assess the level of satisfaction with its services. With effective customer / learner feedback management can improve the reputation, credibility and image of the organisation and improve customer / learner confidence and satisfaction. Our Quality Management System incorporates procedures on corrective and prevention action which are integral to managing and learning from complaints and customer feedback.
This procedure covers all forms of complaints regarding Aspects Care training.

What is a complaint?
A complaint is an expression of dissatisfaction, whether justified or not, however made, about the standard or delivery of service, the actions or lack of action, which affects an individual service user or groups of users, or a policy we adhere to.
A complaint is not a query about a service or a request for information.

How can complaints be made?
In the first instance a complaint can be made by telephone, in person, in writing, email or in person. A complainant might also be represented by a third party (for example an advice worker, solicitor, employer, friend or relative).
To make a complaint please contact Syma Jabeen – Training Centre Manager on 0121 554 9246 alternatively email: [email protected] or write to: Aspects Care Ltd, 308 Rookery Road, Handsworth, Birmingham, B21 9QG

Procedure
The flow chart of this document, describes the sequence of the procedure which has 4 clear stages. Each stage must be recorded on the spreadsheet; deadlines adhered to and advice given about the next stage.

Stage 1 – the initial complaint is acknowledged within 2 working days by the Quality Assurance Co-ordinator about which the complaint was made, and responded to within 10 working days. All Stage 1 complaints are logged in the Complaints Log. (The majority of complaints usually end after this stage.) If a response cannot be made within the 10 day timescale the complainant are always kept informed and given a revised timescale for the response.

Stage 2 – the Quality Assurance Co-ordinator refers the complaint to the Director of Quality and the Director of Human Resource for investigation and a response is provided within 10 working days.

Stage 3 – the Quality Assurance Co-ordinator refers the complaint to the Managing Director, with supporting documentation.

Stage 4 – the complainant can be referred to the awarding body or College partner. Trends, lessons learned and identification of root causes analysed and shared.
If a learner is not satisfied with the final decision that is made by Aspects Care Ltd regarding their complaint then the learner can complain to HABC or Edexcel Awarding Bodies using HABC’s or Edexcel’s own complaints procedure. If the learner still remains unhappy with The Training Centre then the learner can raise their complaint to the Qualification Regulators (Ofqual), Ofsted and The Education, Skills, Funding Agency (ESFA).

Highfields Awarding Body:
Write to:

Highfield House,
Heavens Walk,Lakeside,
Doncaster
DN4 5HZ

T: 0845 2260 350
E:[email protected]
                                           
Ofqual:
Write to:

Customer Services Contact Team
14 The Quays, Salford Quays,
Manchester
M50 3BF

T: 0345 618 0440
E:[email protected]
Edexcel Awarding Body:
Write to:

Earlsdon Park,
53-55 Butts Road,
Coventry,
CV1 3BH

T: 0300 303 3344
E:[email protected]
                                           
Education,Skills Funding:
Write to:

Complaints team Education and Skills Funding Agency
Cheylesmore House
53-55 Butts Road, Quinton Road ,
Coventry
CV1 2WT

E:[email protected]
Abusive, persistent or vexatious complainants
If a complainant becomes abusive or threatening or harasses staff, the Quality Assurance Co-ordinator dealing with the complaint should give warning that the call will be ended if the behaviour persists and refer the matter to the Director of Quality. The Director of Human Resource should be informed of any such instances.
Where a complainant repeatedly corresponds about the same complaint, after the procedure has run its course and the outcome has been notified, the member of staff dealing with the complaint should consult the Quality Assurance Co-ordinator in the first instance. If it is felt appropriate, the customer will be informed that if there is no further information which substantially affects the outcome of the complaint, then the complaint cannot be pursued further.