Complaints Procedure

Policy Statement

Ashnaa London Academy recognises the importance of learner complaints and welcomes legitimate complaints as a valuable form of feedback about its services. We are committed to using the information we receive to help drive forward improvements in our service.

This procedure outlines the aims of Ashnaa London Academy in dealing with complaints and sets

out what you as the customer can expect when making a complaint regarding a service.

A complaint is a way of letting us know that you have a concern about a particular service. We welcome your feedback. A complaint may be about delay, lack of response, failure to consult or about the standard of service you have received.

So please let us know if:

• you think we have done something wrong
• we have not done something that we said we would do
• you are not satisfied with a particular service or set of services that we provide

ANONYMOUS COMPLAINTS

We understand that it might be difficult for you to complain because you are worried how your complaint could be received.  Please be assured that we treat all complaints in the strictest confidence, and that it is your right to complain. If you do not provide us with a contact name or address, it will not be possible for us to get back to you with the outcome of the investigation

Procedure

PROCEDURE

In the first instance, the complaint will be discussed with the team member concerned and resolution sought within 48 hours of the incident occurring.  If this is successful and a resolution is reached, the complaint will be documented on the attached Appendix (1) and sent to the Manager for filing. This will be received by the Manager by the end of the next working day. There will be no further action taken.

In the case of an individual wishing to make the complaint, who feels unable to discuss the complaint with the team member concerned, the matter will be referred to the Training Manager within 48 hours of the incident occurring. The Training Manager will then contact the Manager within the next 7 days to make them aware of the complaint. The nature of the complaint will be documented as per Appendix (2) and sent to the Training Manager.

On receipt of the complaint, the nature of the complaint will be brought to the attention of the team member concerned and discussed within 48 hours of receiving the complaint. The Training Manager will then contact the individual making the complaint with a view to resolve. If resolution cannot be found, the Training Manager will arrange a meeting with all relevant parties and agree a resolution. This will take place within 30 days. This will be final.

The Manager will maintain a record of all complaints. All complaints will be regarded as confidential and discussed only with those parties involved. In the instance where the complaint is around an assessment / verification decision, then the the Appeals Procedure will be followed.

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