Any member of staff receiving either written or verbal complaint or compliment from whatever source must follow the process set out in this procedure.
1. Purpose
The purpose of this procedure is to ensure that all complaints are recorded and investigated and that corrective and preventive action is undertaken when appropriate. Compliments received by members of staff will also be recorded. Both will be reviewed annually with a view to monitoring and identifying common or recurring trends.
2. Procedure
2.1 Definition
A complaint is defined as an expression of dissatisfaction by a student, parent, employee as a user of College facilities, other users of College facilities or anyone else with an interest in the College is dissatisfied with:
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the standard of service provided by the College;
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lack of provision of a service;
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actions or lack of action of an employee of the College.
They are entitled to both express that dissatisfaction through this Complaints Procedure to the College and to expect that complaint to be considered fairly.
2.2 Responsibility
Where possible complaints should be dealt with to the satisfaction of the complainant immediately. If this is not possible then the complaint should be dealt with as a formal complaint.
The College will maintain a central formal complaints register, regularly monitored by the Principal’s Personal Assistant, in which all formal complaints will be logged.
Formal complaints, however made, must be recognised, acknowledged and recorded. Complaints may be made to any employee or Governor of the College or in writing to the Principal stating the nature of the complaint.
Every member of staff is responsible for operating this procedure and they will pass details of the complaint promptly to the Principal’s Personal Assistant, who will acknowledge receipt within two working days.
The complaint will be passed to the Deputy Principal or appropriate Vice Principal who will be responsible for:
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investigating the cause;
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checking the adequacy of any action already taken;
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ensuring the problem is promptly and properly dealt with; and
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initiating any long term corrective action to prevent reoccurrence.
The complainant should receive notification of the outcome of the investigation within ten working days of acknowledgement. Should it prove necessary to go beyond that time, the complainant will be informed of the reason and given a revised deadline.
When appropriate, there should be a follow-up to a complaint to establish if the dissatisfaction has been resolved. Complainants have the right of appeal to the Principal if they remain dissatisfied or to the Chairman of the Corporation if the complaint is either against the Principal or was investigated by the Principal. Complaints against a Deputy Principal are referred to the Principal.
The number and causes of complaints will be reviewed annually by the College Executive and an annual report made to the Corporation. A random sample of complainants will be contacted to review their satisfaction over the handling of their complaint.
If the complainant remains dissatisfied with the explanation given they may complain to The Learning and Skills Council or direct to the Secretary of State for Education and Employment. The Clerk to the Corporation will supply details of the procedure to follow in these circumstances.
3. Compliments
3.1 Definition
A compliment is defined as an unsolicited communication received from an outside source praising an aspect or individual of the College.
3.2 Responsibility
On receipt of the compliment, the member of staff will pass details of the compliment to the Principal’s Personal Assistant who will record details of the compliment and report these annually to the College Executive and, in summary form, to the Corporation.
Compliments relating to aspects of governance of the College should be passed directly to the Clerk to the Corporation who will refer the matter to the Chairman of the Corporation as appropriate.