Coventry Adult Education Service (CAES) is committed to providing high quality customer care in all aspects of our service to our learners and stakeholders. Our stakeholders include community partners, employers and awarding organisations.
The purpose of this policy is to outline how learners and other stakeholders can make a complaint and how we respond to complaints.
We value complaints and use information from them to help us improve our service
For the purposes of this policy, CAES regards a complaint as an expression of dissatisfaction by one or more of our customers about our action, or lack of action, or about the standard of service we have provided.
Complaints may involve more than one aspect of our service or be about someone working on our behalf, such as a contractor.
If other procedures or rights of appeal can help resolve concerns, we will give information and advice to help resolve the situation.
If something goes wrong, or a learner or stakeholder is dissatisfied with our services, we would like to know so that we can respond accordingly. It is easier for us to resolve complaints if they are made quickly and directly to the person concerned so we recommend that, where possible, anyone with a complaint first talks to a member of our staff in the relevant department/team.
Anyone can make a complaint to us, including the representative of someone who is dissatisfied with our service. Please also read the section on ‘Getting help to make a complaint’.
Complaints can be made in person, by phone, in writing, by email, or by using our complaints form.
When complaining, we ask complainants for the following information:
Normally, complaints should be made:
In exceptional circumstances, complaints may be accepted after the time limit, provided sufficient reason is given for the delay in complaining.
We will always tell complainants who is dealing with their complaint.
Our complaints procedure has two stages:
We aim to resolve complaints quickly and close to where we provided the service. This could mean an on-the-spot apology and explanation if something has clearly gone wrong and/or immediate action to resolve the problem.
We will give our decision at Stage 1 in five working days or less, unless there are exceptional circumstances.
If we cannot resolve a complaint at Stage 1, we will explain why and tell the complainant what they can do next. We might suggest that the complaint is taken to Stage 2.
Stage 2 deals with two types of complaint: those that have not been resolved at Stage 1 and those that are complex and require detailed investigation.
When using Stage 2 we will:
If our investigation will take longer than 20 working days, we will inform the complainant. We will agree revised time limits with the complainant and keep them updated on progress.
We understand that some learners and apprentices may be unable, or reluctant, to make a complaint themselves. We accept complaints from the representative of a person who is dissatisfied with our service. We can take complaints from a friend, relative, or an advocate, provided the learner or apprentice has given their representative consent to complain on their behalf.
Anyone who has difficulties putting their complaint in writing, can tell us in person.
The Curriculum Manager with responsibility for Quality will evaluate all complaints and produce an annual report on the level and type of complaints and how the service has responded. The report will be reviewed by the Service’s SMT.
The Policy will be reviewed annually and renewed every 3 years.
CAES is committed to reviewing its policies and procedures regularly and monitoring the impact of these on staff. The Service will ensure all complaints are handled in accordance with the Equality and Diversity policy.
Date Reviewed: September 2019
Next Review Date: October 2020