Insights Apprenticeships Compliments and Complaints Policy
05 June 2019

Apprenticeships Compliments and Complaints Policy

Compliments and Complaints Policy

Statement of policy

Seetec is committed to providing a quality service for its learners and working in an open and accountable way that builds the trust and respect of all our stakeholders.  One of the ways in which we continue to improve our service is by listening and responding to the views of our learners, staff, customers and stakeholders, by monitoring compliments received and complaints to ensure we apply learning in our practice.

In receiving compliments about our delivery or service we aim to ensure that:

  • Providing feedback is as easy as possible by ensuring a variety of feedback opportunities
  • We recognise the good practice identified and proactively share this across the organisation
  • We seek to ensure this quality is consistent across our service

Our aims are to:

  • Respond positively to all compliments received
  • Recognise the staff members involved for good practice
  • Use this information, where applicable to inform improvements, development and staff training

In receiving complaints about our delivery or service we aim to ensure that:

  • We respond positively to complaints, and correct any mistakes
  • Making a complaint is as easy as possible
  • We treat a complaint as a clear expression of dissatisfaction with our service 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, and review our complaints policy and procedures annually.

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.

An informal approach is appropriate when it can be achieved; however, if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

All compliments and complaints received and resolved using an informal approach must be notified through the central recording process via feedback@seetec.co.uk using the following template:

Complaint / Compliment (Delete as appropriate)

Date received:

 

Name of complainant / compliment giver

 

 

Name of staff member originally contacted

 

 

Nature of complaint / compliment (please provide key details)

 

 

Outcome / action taken (please provide key contact dates and details of any conversations or correspondence exchanged – If you have attached email evidence please reference this here to avoid duplication)

 

 

 

 

Supporting documents attached (Please list any emails and their dates, being certain to attach them to the email)

 

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Compliments

Definition: Seetec defines a compliment as ‘any expression of thanks or positive feedback that relates to Seetec and its service’.

Purpose: Receiving compliments supports Seetec in recognising and rewarding excellent members of staff; recognising outstanding practice and sharing this to provide a consistently high level of service as they strive for excellence in delivery.

Responsibilities and organisation

A customer’s responsibility is to:

  • Take advantage of the feedback opportunities presented to them
  • Communicate and share their experience wherever they feel compelled to do so

 Seetec’s responsibility will be to:

  • Respond positively and proactively to any compliments received
  • Recognise staff for the excellent practice reported
  • Record or share compliments via the feedback@seetec.co.uk email address
  • Recognise any learning opportunities within the feedback provided i.e. what our customers want and need
  • Share learning and best practice through the most appropriate vehicle i.e. Standardisation, monthly comms, staff training etc.).

Confidentiality

Except in exceptional circumstances, every attempt will be made to ensure that both the customer and Seetec maintain confidentiality. However, should Seetec wish to use the compliment to promote their services or share experience, permission will be sought from the customer.

Monitoring and reporting

Any compliments received will be recorded centrally and reviewed quarterly by the Quality team in order to inform the self-assessment and quality improvement planning processes.

Complaints

Definition: Seetec defines a complaint as ‘any expression of dissatisfaction that relates to Seetec 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.

Responsibilities and organisation

A complainant’s responsibility is to:

  • Raise their issue or complaint with a member of Seetec staff (ADC, Tutor or contact name provided) to allow Seetec to find a resolution
  • If the issue is not resolved, bring their complaint, in writing, to Seetec’s attention, normally within 5 – 10 working days of the issue arising
  • Explain the problem as clearly and as fully as possible, including any action taken
  • Allow Seetec 15 days to respond to the complaint
  • Recognise that some circumstances may be beyond Seetec’s control.

 Seetec’s responsibility will be to:

  • Resolve complaints at a local level wherever possible
  • Where resolved, report details of all communication and resolution to feedback@seetec.co.uk
  • Where not resolved at local level, acknowledge the formal complaint in writing within 3 days of receipt
  • Respond within the stated period of time – 15 working days
  • Deal responsibly and sensitively with the complaint
  • Take action where appropriate.

Confidentiality

Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Seetec 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 being judged on its own merit.  Should this be the case, the situation will be explained to the complainant.

Monitoring and reporting

The Board of Directors of Seetec will receive an annual anonymised report of all formal complaints made and their resolution.

Any complaints and issues resolved informally will be recorded centrally and reviewed quarterly by the Quality team in order to inform the self-assessment and quality improvement planning processes.

Formal complaints procedure

Stage 1

In the first instance, if you are unable to resolve the issue informally, you should contact the member of staff who dealt with you, or their manager, so that he or she has a chance to put things right.  If you make this contact by email or letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.

Stage 2

If you are not satisfied with the initial response to the complaint, then you can write to the complaints department at Seetec, Main Road, Hockley, Essex, SS5 4RG who will carry out a full investigation and ensure that Seetec’s Director of Quality and Excellence reviews the complaint and the response.  You can expect the complaints department to acknowledge your complaint within 3 working days of receipt and respond fully within 15 workings days. Seetec’s 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, when a full reply can be expected, and from whom.

Final Stage

If you are not satisfied with the subsequent reply from Seetec’s Director of Quality and Excellence, then you have the option of writing to the Executive Director - Excellence, Apprenticeships & Skills, stating the reason why you are dissatisfied with the outcome.  You must do this within 15 working days of receiving the written response from Seetec.  The Executive Director - Excellence, Apprenticeships & Skills (or their nominee), will respond normally within 15 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.

If you remain dissatisfied, customers can seek resolution and investigation using an independent organisation who will act as an arbiter to broker resolution.  Contact details will be provided to you at the time of the written response