Complaints Resolution
Skills4Work Complaints Policy
- Any individual or organisation may lodge a complaint with Skills4Work about any matter over which Skills4Work has control and that they consider gives grounds for a grievance. Some examples may include:
- Appeals against outcomes of assessments
- Complaints about the conduct of a staff member of Skills4Work
- Complaints regarding facilities or service
- Our emphasis is on achieving understanding, resolving as many issues as possible and preventing recurrence. Consequently all complaints will be treated with respect and in the strictest confidence.
- All investigations into complaints received will take into account the rights of the complainant and any individual or department about whom the complaint refers.
- Complaints are an important component of customer feedback and service improvement. We aim to ensure that all feedback is communicated to the appropriate person and to our Business Improvement Manager.
Procedure
Informal Complaint Resolution
Where possible, the complainant should endeavour to raise and resolve the issue as close as possible to its point of origin (the source of the grievance) as soon as practicable after the event. Formal complaints procedures should generally only be used where attempts at informal resolution have been unsuccessful or would not be in the best interests of the complainant.
Written Complaints
Where an informal approach is not in the best interests of the complainant, or where the complainant does not feel that informal resolution has produced a satisfactory outcome, a written complaint should be lodged with the Skills4Work Complaints Officer.
A written complaint must contain a clear statement of the grounds for the complaint and include supporting documentation or evidence where appropriate. A Complaints Template is provided.
Download Complaints Form
The Skills4Work staff member receiving the complaint will give it to the Complaints Officer immediately for logging and recording. The Complaints Officer will then send written acknowledgment of receipt to the complainant within 3 working days and begin an investigation of the complaint within 5 working days of receiving the complaint. Investigation of the complaint may include, where appropriate, interviewing the individuals concerned and obtaining statements from any individuals who may be involved in the matter.
Where individual staff members are under investigation, they will be encouraged to seek support and advice. The Complaints Officer is responsible for ensuring this option is discussed with staff involved in the investigation.
The complainant will be offered the opportunity of further information/clarification following the investigation. A letter addressing all elements of the complaint will be sent to the complainant at the conclusion of the investigation. Should a complaint be upheld a Corrective Action, Preventative Action procedure will be initiated.
Where further investigation is required, the coordinator of the complaint will keep the complainant fully informed of progress in writing, and negotiate a revised timeframe if necessary.
If at any stage it appears likely that legal action may arise, the Complaints Officer shall advise the Chief Executive Officer, who shall in turn advise the Board, Skills4Work solicitors, and the Professional Liability Insurers.
Appeals Procedure
Where the complainant is dissatisfied with the outcome of an investigation into a complaint, they may appeal in the first instance to the Chief Executive Officer. Such an appeal should be made in writing immediately upon receipt of the advice of the decision that the person wishes to contest. The statement must contain a clear outline of the grounds for the appeal, supporting documentation, and copies of any correspondence from the coordinator of the complaint.
If the complainant remains dissatisfied with the outcome following the review by the Chief Executive Officer, they may appeal to the Skills4Work Council Chairperson, who shall be the final point of appeal within Skills4Work.
Reporting / Monitoring of Complaints
The Chief Executive Officer will ensure that all customer feedback and complaints are regularly audited.
All formal complaints will be recorded on a central register, which shall be maintained by the Complaints Officer.
Anonymous complaints will be recorded and actioned and may be used for the purposes of training and development throughout Skills4Work.
Accessibility of Complaints Policy
Information regarding the existence of the Complaints Policy shall be included in all Skills4Work Trainee Handbooks, Assessment Management Manuals and on the Skills4Work website.