COMPLAINTS POLICY FOR LEARNERS, EMPLOYERS AND CUSTOMERS
Our Policy
Heyllo! is committed to providing the highest quality of service to learners, employers and customers. We recognise that learners, employers and customers have the right to raise concerns or complaints about our services and have access to clear information on how to voice complaints or concerns.
We will take any concern or complaint made against the company or any member of staff seriously and will investigate it promptly, for resolution as quickly as possible. We will ensure that complaints are dealt with consistently, fairly and sensitively within clear time frames.
We will:
A complaint is any expression of dissatisfaction by an individual, whether justified or not. An individual may make a complaint if they feel Heyllo! has:
Our Procedure
There are three stages to the complaints procedure:
Stage 1 – Information
Heyllo! encourages learners, staff, employers and customers to aim to resolve any issues or concerns through open and informal procedures in the first instance by speaking to a member of the management team. Any person with a complaint or concern is invited to discuss the matter first with an appropriate member of staff. In the case of learners this could be their Assessors or IQA. They will respond with advice and guidance as how to proceed from this point to resolve the issue raised. In the case of staff, this should always be their Line Manager. If the complaint is about their Line Manager, then a member of the Senior Management Team.
Stage 2 – Formal
If the person is not satisfied with the informal route then they can submit a formal complaint. This can be submitted via one of the below methods;
•Telephone: 01429 363160asking to speak to either Nikki Burrows or Rob Kleiser
•Email: [email protected]
•Letter: Nikki Burrows, Heyllo!, BIS Centre, Unit 10, 13-17 Whitby Street, Hartlepool, TS24 7AD
Receipt of the complaint will be acknowledged within writing within 2 working days from when the formal complaint is received.A member of the senior management team will deal with the complaint and a full investigation will be carried out. This may include further discussions, clarifications or meeting with the complainant.
We will reply within 15 working days with a full response outlining the outcomes of the investigation in writing. If it is not possible to respond within this time, for example because a detailed enquiry is still taking place, or staff absence etc - we will issue an interim response, explaining what is being done to deal with the complaint and when a full reply can be expected.
We will notify you within 10 working days if the complaint is not upheld, reasons will be given as to why.
Stage 3 – Appeal
If the complainant is not satisfied with the outcome they are entitled to appeal the decision in writing to an appointed person who has no involvement in the complaint or investigation within 5 working days from the date the outcome letter was received. The appointed person should be a senior staff member and have had no substantial involvement in the dealing of the complaint.
All complaints will be monitored and where possible used to improve and develop the services provided by Heyllo
Our Policy
Heyllo! is committed to providing the highest quality of service to learners, employers and customers. We recognise that learners, employers and customers have the right to raise concerns or complaints about our services and have access to clear information on how to voice complaints or concerns.
We will take any concern or complaint made against the company or any member of staff seriously and will investigate it promptly, for resolution as quickly as possible. We will ensure that complaints are dealt with consistently, fairly and sensitively within clear time frames.
We will:
- Listen carefully to complaints and treat complaints as confidential, where possible.
- Investigate the complaint fully, objectively and within the stated time frame.
- Notify the complainant of the results of the investigation and any right of appeal.
A complaint is any expression of dissatisfaction by an individual, whether justified or not. An individual may make a complaint if they feel Heyllo! has:
- Failed to provide a service or an acceptable standard of service
- Made a mistake in the way the service was provided
- Failed to act in a proper way
- Provided unfair service
Our Procedure
There are three stages to the complaints procedure:
- Stage One - Informal
- Stage Two - Formal
- Stage Three – Appeal
Stage 1 – Information
Heyllo! encourages learners, staff, employers and customers to aim to resolve any issues or concerns through open and informal procedures in the first instance by speaking to a member of the management team. Any person with a complaint or concern is invited to discuss the matter first with an appropriate member of staff. In the case of learners this could be their Assessors or IQA. They will respond with advice and guidance as how to proceed from this point to resolve the issue raised. In the case of staff, this should always be their Line Manager. If the complaint is about their Line Manager, then a member of the Senior Management Team.
Stage 2 – Formal
If the person is not satisfied with the informal route then they can submit a formal complaint. This can be submitted via one of the below methods;
•Telephone: 01429 363160asking to speak to either Nikki Burrows or Rob Kleiser
•Email: [email protected]
•Letter: Nikki Burrows, Heyllo!, BIS Centre, Unit 10, 13-17 Whitby Street, Hartlepool, TS24 7AD
Receipt of the complaint will be acknowledged within writing within 2 working days from when the formal complaint is received.A member of the senior management team will deal with the complaint and a full investigation will be carried out. This may include further discussions, clarifications or meeting with the complainant.
We will reply within 15 working days with a full response outlining the outcomes of the investigation in writing. If it is not possible to respond within this time, for example because a detailed enquiry is still taking place, or staff absence etc - we will issue an interim response, explaining what is being done to deal with the complaint and when a full reply can be expected.
We will notify you within 10 working days if the complaint is not upheld, reasons will be given as to why.
Stage 3 – Appeal
If the complainant is not satisfied with the outcome they are entitled to appeal the decision in writing to an appointed person who has no involvement in the complaint or investigation within 5 working days from the date the outcome letter was received. The appointed person should be a senior staff member and have had no substantial involvement in the dealing of the complaint.
All complaints will be monitored and where possible used to improve and develop the services provided by Heyllo
