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Reference documents: Appeals policy, Equality and Diversity policy, Safeguarding policy Roles: HOO – Head of Operations, MD – Managing Director Templates: Complaints log.
Learnmore Network Limited is committed to providing the highest quality service to all learners [1] and clients [2] in everything we do. We aim to achieve the highest levels of customer service and learner satisfaction and to be responsive to concerns or complaints. We welcome all feedback and recognise this as a valuable resource to continually improve our services and the learner journey and customer experience. Shortfalls in service standards are taken very seriously and the lessons learned from them implemented swiftly.
Learnmore’s complaints policy and procedure outlines our approach dealing with complaints by:
A complaint is an expression of dissatisfaction, whether justified or not, made directly to Learnmore about our services, employees or any other matter. This policy applies to anyone including, but not limited, applicants, learners, employers, partner organisations, other stakeholders or anyone who may be affected by our services or activities.
The policy does not apply to the following:
Whilst we recognise that many concerns may be raised informally and can be dealt with quickly and simply, Learnmore ensures that all complaints are dealt with promptly, taken seriously, treated with sensitivity and professionalism and logged and evaluated so that they can be used to further improve our services.
Learnmore will ensure the effective implementation of this policy by:
The HOO is responsible for ensuring that efficient and effective systems are in place to deal with complaints.
Complaints can be made:
Complainants who are unhappy with the outcome of their complaint have the right to appeal against the outcome if:
The complainant should submit their appeal within fourteen working days of receipt of the outcome from the initial investigation to the HOO. The MD will hear the complaint and review the evidence.
Following investigation, a written response will be produced detailing the outcome and any actions necessary to resolve the issue. The complainant will be notified of the outcome within ten working days of receipt of the appeal. The decision of the MD is final.
An appeal concerning a complaint made about the HOO or MD will be heard by a member of the governing board.
If the complaint is in relation to funded learning, such as an apprenticeship and the complainant remains unhappy with the outcome of their complaint after the appeal has concluded, the complainant can take the matter further by contacting:
The Education & Skills Funding Agency The Complaints Team Education and Skills Funding Agency Cheylesmore House Quinton Road Coventry CV1 2WT
Email: [email protected] This link contains the procedure: https://www.gov.uk/government/organisations/education-and-skills-fundingagency/about/complaints-procedure
The effectiveness of the complaints policy and procedure will be monitored and improved, as follows:
All complaints will be treated seriously, handled sensitively and with due discretion to all parties involved.
In line with our equality and diversity policy, all complainants will be treated fairly and not suffer any recrimination or disadvantage as a result of making a complaint. If a complaint is made about a Learnmore employee, that employee may be informed about the substance of the complaint so that they are in a position to make a response and corrective action may be taken. If a complainant wishes to remain anonymous to the individual about whom the complaint is made, this may be considered in exceptional circumstances, for example, in cases of harassment.
Complaints require investigation to enable resolution. If a complaint is made anonymously, it may not be possible to investigate. Therefore, such complaints will be recorded and monitored, but will not necessarily be investigated further. It is at the discretion of Learnmore to consider investigating an anonymous complaint in exceptional circumstances and where it is deemed to be appropriate.
Signed:
Becky Newell, Managing Director Learnmore Network.
[1] The term learners encompasses apprentices, trainees and delegates
[2] The term clients encompasses customers and employers of learners