COMPLAINTS AND GRIEVANCE PROCEDURE
If any student, employer or member of the local community presents a formal grievance or complaint relating to the training school services, there will be an initial response within 5 working days, followed by an investigation and more detailed response.
Procedures also exist for students to appeal against assessment decisions. Please refer to the company appeals procedure for this information.
One way in which we can continue to improve our standard of delivery and service is by listening and responding to the views of our clients including apprentices and employers and in particular by responding positively to complaints, and by putting mistakes right.
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 service which calls for an immediate response
- we will deal with it promptly, politely and, when appropriate, confidentially
- we will 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
- we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures
We recognise that many concerns will be raised informally. Our aim is 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. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.
The aim of this procedure is to give a student, employer or member of the local community an opportunity to raise a grievance either informally and/or formally and to discuss this with Intuitions Ltd. with a view to having it resolved.
- Grievances should be raised as soon as possible, to allow issues to be resolved quickly.
- Students, employers or members of the local community should be given the opportunity to explain their grievance and how they think it should be resolved.
- If the student’s, employer’s or member’s of the local community grievance is against a member of the management team they may raise the matter with another manager in the organisation.
- Intuitions Ltd. will ensure that the timing and location of all meetings under this procedure are reasonable.
- As far as is reasonably practicable, appeal hearings will be conducted by a manager more senior than the manager who took the decision which is being appealed. This does not apply where the most senior manager attended the hearing at which the decision being appealed was taken.
- Students, employers and members of the local community will be entitled (where reasonably requested) to be accompanied to any grievance or appeal hearing by a fellow worker or Trade Union Official (who may be either a full-time official employed by a union or a lay union official who has been reasonably certified in writing by his/her union as having experience of, or as having received training in, acting as a worker’s companion).
- Students, employers, members of the local community and their companions should take reasonable steps to attend grievance and appeal meetings.
- Records shall be kept detailing the nature of the grievance raised, the student’s, employer’s or member’s of the local community response, any action taken, the reasons for it and other information relevant to the process. These records shall be kept confidential.
- There may be circumstances where the student, employer or member of the local community feel it would be beneficial to involve a third party to help in resolving the issue, through for example a process of mediation. In this instance the grievance procedure may be temporarily set aside.
Mediation is a process whereby an independent third party intervenes in a workplace dispute to assist the parties to reach a satisfactory outcome.
Acas can provide a mediation service to assist the parties. Further information on mediation is available on the agency’s website www.acas.org.uk or by telephoning 0300 123 1100.
Dealing with a grievance informally
If a student, employer or member of the local community has a grievance or complaint they should, in the first instance and, wherever possible, discuss it with a manager at Intuitions or by email to firstname.lastname@example.org, a solution may be able to be agreed informally.
If it is not possible to resolve a grievance informally, or the student, employer or member of the community does not feel it is appropriate to do so, they should raise the matter formally in writing to Michelle Oliver, Director, 43 Tower Street, Harrogate, HG1 1HS or email@example.com. The written grievance should contain details of the nature of the grievance and how they feel it might be resolved.
The Director will call the student, employer or member of the community to a meeting to discuss their grievance. This will normally be held within 5 working days from receipt of the complaint in writing. Students, employers or members of the community should be allowed to explain their grievance and how they think it might be resolved. The student, employer or member of the community will be entitled to be accompanied at this meeting.
Within 5 working days following the meeting the Intuitions Ltd. Director will advise the student, employer or member of the community in writing what, if any action they have decided to take along with a full explanation of how the decision was reached. The student, employer or member of the community should be informed that they can appeal (and to whom the appeal should be made) if they feel that the grievance has not been satisfactorily resolved.
If the student, employer or member of the community wishes to appeal they should let the Director know in writing stating their reasons(s) for appeal. This should be done within 5 working days of the grievance hearing decision being communicated in writing to them. Within 5 working days of receipt of the appeal an appeal meeting will take place. The appeal will be conducted by the Director. The student, employer or member of the community will be entitled to be accompanied at this meeting.
Following the meeting the Director will advise the student, employer or member of the community in writing of the outcome of the appeal, no later than 5 working days from the appeal being heard. This decision is final.
This policy will be renewed as a minimum once per annum.