Concerns and Complaints Policy for Learners

Transcription

1 Concerns and Complaints Policy for Learners Prepared by: Director of Health and Safety Policy Approved by: SMT Minute No: /09/2013 Impact Assessed: October 2103 Curriculum & Quality Committee Minute No: /11/2103 AOS Aim 1 Review Date: September

2 Contents Page 3 Page 4 Page 4 Page 4 Page 4 Page 5 Page 5 Page 6 Page 6 Page 6 Page 7 Preamble to the policy 1- Introduction to the policy 2 Difference between concerns raised and formal complaints 3 Standards 4 Rising concerns 5 Making a formal complaint 6 College response 7 Appeal to the Principal 8 Investigation by Principal 9 Review 10 - Complaints Process Chart 2

3 Preamble to the Policy Equal Opportunities The College shall comply with all statutory duties in respect of equal opportunities in the areas of sex, race, age, disability, sexual orientation, transgender, religion, belief, pregnancy, maternity and paternity, marriage and civil partnership and the rehabilitation of offenders. The college shall also comply with the Human Rights Act 1998 and any subsequent enactments or modifications. Sustainability The college will comply with all statutory duties in respect of sustainable development by seeking to improve the long-term economic, social and environmental wellbeing of people and communities. This needs to be done in ways which promote social justice, equality of opportunity and which enhance the natural and cultural environment while respecting its limits. Welsh Language The College will comply with its Welsh Language Scheme, which is a statutory document, in all of its activities. This includes conducting Welsh Language Impact Assessments for all new and revised policies and initiatives. 3

4 1. INTRODUCTION It is the intention of the College to resolve as quickly and fairly as possible any concerns or complaints a service user may have regarding the services provided by the College. The purpose of this policy and procedure is to provide an opportunity for the resolution of any concerns raised or complaints. This document is for learners, parents, members of the public, staff, business organisations, public and voluntary bodies that use College services and wish to raise a concern or make a formal complaint relating to the provision of College services. This provision may include courses, levels of support for learners, resources, commercial activities, facilities and College procedures. 2. DIFFERENCE BETWEEEN CONCERNS RAISED AND FORMAL COMPLAINTS There are many instances where a grievance may be relatively minor and need only to be raised with a tutor or member of the business support staff who can take appropriate action and resolve the matter quickly. These are concerns raised. Other matters may be more serious and should be treated as part of a formal complaints procedure. All concerns raised and formal complaints received will be treated with equal seriousness by the College. The College will properly consider and investigate every complaint made and make the result of any investigation known to the complainant. 3. STANDARDS The College is committed to providing high quality services. We treat as concerns and complaints, any clear expression of dissatisfaction with our services that call for a response. We deal with such matters promptly, politely, impartially, confidentially and where appropriate formally. 4

5 SECTION B PROCEDURE 4. RAISING A CONCERN A learner can raise a concern with their subject tutor, course tutor, Director of Faculty, Head of School or an administrative assistant on an informal basis. Staff will endeavour to resolve concerns as quickly as possible and will record the issue and outcome on the learner s file. If the concern raised cannot be resolved at that level then the member of staff may need to take the matter to his/her line manager. If the matter cannot be resolved then the individual has the right to make a formal written complaint, although we would expect the vast majority of concerns to reach a satisfactory outcome. People who are not enrolled as learners but who use any of the College facilities such as the restaurant, hair salon, day nursery or commercial provision may raise a concern by bringing it to the attention of an appropriate member of staff either in person or in writing. 5. MAKING A FORMAL COMPLAINT If you are a learner or their representative and you wish to make a formal complaint then please detail your complaint in writing to the Principal who will forward to an appropriate Manager for a response to the complaint. 6. COLLEGE RESPONSE The Executive Office will ensure your complaint is recorded on the day it is received and you will receive a written response within 10 working days. 5

6 An appropriate manager will review your complaint. SECTION C APPEALS 7. APPEAL TO PRINCIPAL If at this stage you are not satisfied with the response from the College, you may appeal in writing to the Principal/Chief Executive. This must be within 15 working days of receiving our response. The name and address is: Mrs Judith Evans Ystrad Mynach Campus Twyn Road Ystrad Mynach Hengoed CF82 7XR 8. INVESTIGATION BY PRINCIPAL The Principal will instigate an investigation into the Appeal and will involve such members of the Senior Management Team and/or other individuals with no previous connection with the case as may be necessary. Minutes will be taken of the proceedings and outcomes. The Principal will inform the complainant in writing confirming our final position on your complaint and explain our reasoning within 15 working days of receiving the Appeal. 9. REVIEW This policy and procedure will be reviewed in September

7 10 - Coleg y Cymoedd Complaints Process Chart 7

8 1. Concern raised informally and resolved within faculty area. 2. Unresolved concerns and/or a formal complaint is sent in writing to the Principal's Office. 3. Principal forwards to an appropriate manager for investigation and an acknowledgement letter to the complainant indicating who will investigate the matter. 6. The complainant will receive a written response within 10 working days. 5. The appropriate manager will investigate and respond to the complaint. 4. The Principal's office keeps a record of how a complaint is processed. 7. If the investigation is ongoing the complainant will be kept up-to-date on progress. 8. If the complainant is unhappy with the final response they have 15 working days from the date of this response in which to Appeal to the Principal. 11. Written appeals will be considered by the Principal who will respond within 15 working days of receiving the Appeal, confirming the College's final decision. 8