Complaints Policy
Our aim: Infused Training Ltd is committed to providing a quality service for its staff, tutors and learners. Working in an open and accountable way that builds the trust and respect of all our stakeholders. One of the ways in which we can continue to improve our training is by listening and responding to the views of our staff, tutors and learners in particular by responding positively to complaints, and by putting mistakes right.
Therefore, we aim to ensure that:
- making a complaint is as easy as possible
- we treat a complaint as a clear expression of dissatisfaction with our training/procedures which calls for an immediate response
- we deal with it promptly, politely and, when appropriate, confidentially
- we respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.
- we learn from complaints, use them to improve our service/training, 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
- keep matters low-key
- enable mediation between the complainant and the individual to whom the complaint has been referred
Preamble Definition
Infused Training Ltd defines a complaint as ‘any expression of dissatisfaction that relates to Infused Training Ltd 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.
- Infused Training Ltd responsibility will be to
- acknowledge the formal complaint in writing
- respond within a stated period of time
- deal reasonably and sensitively with the complaint
- take action where appropriate
A complainant’s responsibility is to:
- bring their complaint, in writing, to Infused Training Ltd attention normally within 8 weeks of the issue arising
- raise concerns promptly and directly with a member of staff/tutor within Infused Training Ltd
- explain the problem as clearly and as fully as possible, including any action taken to date Allow Infused Training Ltd a reasonable time to deal with the matter
- recognise that some circumstances may be beyond Infused Training Ltd control
Responsibility for Action: All Staff of Infused Training Ltd.
Confidentiality
Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Infused Training Ltd 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.
Monitoring and Reporting
Management of Infused Training Ltd will receive annually a report of complaints made and their resolution.
Formal Complaints Procedure
Stage 1
In the first instance, if you are unable to resolve the issue informally, you should write to the IQA at Infused Training Ltd, so that they have a chance to put things right. If your complaint concerns a manager of Infused Training Ltd, rather than a member of Infused Training Ltd staff, you should write formally to the individual concerned. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.
You can expect your complaint to be acknowledged within 4 working days of receipt. You should get a response and an explanation within 15 working days. If you are unsure which member of Infused Training Ltd staff to write to, your complaint should be sent to Infused Training Ltd Managing Director.
- Our contact details can be found on the Contact Us part of the Infused Training Ltd Website. www.infusedtraining.co.uk
Stage 2
If you are not satisfied with the initial response to the complaint, then you can write to Infused Training Ltd Managing Director and ask for your complaint and the response to be reviewed. You can expect the Managing Director to acknowledge your request within 4 working days of receipt and a response within 15 workings days.
Infused Training Ltd aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently, timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you 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.
Final Stage
If you are not satisfied with the subsequent reply from Infused Training Ltd Managing Director, then you have the option of writing to the appropriate Awarding Body, stating the reason why you are dissatisfied with the outcome. You must do this within 10 days of receiving the written response from Infused Training Ltd Infused Managing Director.
The Awarding Body will respond normally within 10 working days to inform you of the action which will be taken to investigate your complaint, and when you can expect to hear the outcome of the investigation.
Note. If your original complaint was against the Managing Director of Infused Training Ltd, then the final stage will be handled by the appropriate Awarding Body.