COMPLAINT AND APPEAL PROCEDURE POLICY
Scope of the Policy
This policy is provided for JS Consult Limited customers, including learners and staff members who are using or delivering the courses or qualifications JS Consult Limited offer.
Location of the policy
This policy is available for all staff members and learners to access.
Communication of the policy
It is important that staff involved in the management, delivery, assessment and quality assurance of Awarding Body qualifications and learners undertaking these qualifications, are fully aware of the contents of the policy.
Review of the policy
JS Consult Limited will review the policy annually and revise it as and when required in response to customer feedback, changes in practices, actions required by Awarding Body or changes in legislation. Our review will ensure that our procedures continue to be consistent with the regulatory criteria and are applied properly and fairly in arriving at judgements.
JS Consult Limited is committed to providing a quality service for its learners and staff members, working in an open and accountable way that builds the trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our staff members, customers and learners, and in particular by responding positively to complaints, and by putting mistakes right.
Statement of Principles
JS Consult Limited aim to ensure that:-
• making a complaint is as easy as possible
• we treat a complaint as a clear expression of dissatisfaction with our service, which calls for
an immediate response
• we deal with it promptly, politely and confidentially
• we respond in the right way – for example, with an explanation or apology
• we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures
We recognise that many concerns will be raised informally, and dealt with quickly. Our aims are to:-
• resolve informal concerns quickly
•enable mediation between the complainant and the individual to whom the
complaint has been referred
An informal approach to dealing with a complaint may be appropriate; however, if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure must be followed.
Definition: A complaint can be defined as ‘any expression of dissatisfaction that relates to JS Consult Limited and that requires a formal response’.
Purpose: The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.
JS Consult Limited’s responsibilities are to:
• acknowledge the formal complaint in writing
• respond within the stated period of time
• deal reasonably and sensitively with the complaint
• take action where appropriate
Confidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and JS Consult Limited maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own merit). Should this be the case, the situation will be explained to the complainant.
If a complaint is unable to be resolved informally, the complainant should write/email their complaint to a relevant JS Consult Limited member, so that they have a chance to put things right. In the letter/email, it should set out the details of the complainant’s complaint, the consequences for them as a result, and the remedy they are seeking.
Complaints will be acknowledged by JS Consult Limited within 2 working days of receipt of a complaint. Complaints will be investigated by relevant JS Consult Limited staff member. As part of the investigation regarding a complaint, a JS Consult Limited staff member may undertake interviews with the relevant people involved.
A complainant will be informed of the investigation outcome and decision within 10 days of a complaint being acknowledged (this may be extended, depending on the nature of the complaint).
If a complainant is not satisfied with the initial response to a complaint, they can write to JS Consult Limited Centre Manager/Chief Exec. and ask for their complaint and the response from JS Consult Limited to be reviewed.
JS Consult Limited Centre Manager/Chief Executive will acknowledge a complaint within 2 working days of the receipt of a complaint. Responses to complaints will be within 10 workings days of the acknowledgement.
JS Consult Limited aim is to resolve all matters as quickly as possible. However, some issues will be more complex and therefore may require longer to be fully investigated. If a matter requires more detailed investigation, a complainant will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.
If a complainant is not satisfied with the subsequent reply from JS Consult Limited Centre Manager/Chief Executive then they have the option to contact Awarding Body with regards to their complaint. Awarding Body will undertake an investigation into any complaints received, in line with Awarding Body’s Complaints Policy.
All documents relating to a complaint must be saved and stored securely in the centre. Awarding Body must be given access to any information or documents regarding any complaints when requested.
Appeals can be made directly to the awarding organisation (see below)
TQUK – Training Qualifications UK, Dunham House, Cross Street, Sale, M33 7HH, Telephone: 03333 583 344
NCFE CACHE – Q6 Quorum Business Park, Benton Lane, Newcastle upon Tyne, NE12 8BT, 0345 347 2123