Enabling Development Opportunities Limited

Version 8 – June 2018
Due for Review June 2019

 

Policy Statement

Enabling Development Opportunities Limited believes that if anyone wishes to make a complaint, or register a concern, they should find it easy to do so. It is company policy to welcome complaints and look upon them as an opportunity to learn, adapt and improve. This policy is intended to ensure that complaints are dealt with properly and that all complaints or comments by staff members are taken seriously.

Enabling Development Opportunities Limited believes that failure to listen to or acknowledge complaints will lead to an aggravation of problems and possible litigation. Enabling Development Opportunities Limited supports the concept that most complaints, if dealt with early, openly and honestly, can be sorted out at a local level between just the complainant and company.

 

Aim

The aim of this policy is to ensure that the complaints procedure is properly and effectively implemented, and that complainants feel confident that their complaints and worries are listened to and acted upon promptly and fairly.

 

Goals

The goals of EDO are:-:

  1. Staff members, Learners and Employers are aware of how to complain, and that the organisation provides easy to use opportunities for them to register their complaints
  2. Management will be responsible for the administration of the procedure
  3. Every written complaint is acknowledged within two working days
  4. Investigations into written complaints are held within 28 days
  5. All complaints are responded to in writing by a member of the Senior Management Team (SMT)*
  6. Complaints are dealt with promptly, fairly and sensitively with due regard to the upset and worry that they can cause to staff.

Enabling Development Opportunities Limited believes that, wherever possible, complaints are best dealt with on a local level between the complainant and the company. If either of the parties is not satisfied by a local process, guidance from ACAS should be sought.

 

Complaints Procedure

Verbal Complaints

  1. All verbal complaints, no matter how seemingly unimportant, should be taken seriously. There is nothing to be gained by the complainant adopting a defensive or aggressive attitude.
  2. All contact with the complainant should be polite, courteous and sympathetic.
  3. At all times staff should remain calm and respectful and respect professional boundaries.
  4. After talking the problem through, each manager or the member of staff dealing with the complaint should suggest a course of action to resolve the complaint. If this course of action is acceptable then the member of staff should clarify the agreement with the complainant and agree a way in which the results of the complaint will be communicated to the complainant (ie through another meeting or by letter).
  5. If the suggested plan of action is not acceptable to the complainant then the member of staff or manager should ask the complainant to put their complaint in writing to the company.
 

Written Complaints

  1. When a complaint is received in writing it should be passed to a member of the SMT, who should send an acknowledgment letter within two working days.
  2. If necessary, further details should be obtained from the complainant.
  3. If the complaint raises potentially serious matters, advice should be sought from an advisor.
  4. Immediately on receipt of the complaint the establishment should launch an investigation and within 28 days should be in a position to provide a full explanation to the complainant, either in writing or by arranging a meeting with the individuals concerned.
  5. If the issues are too complex to complete the investigation within 28 days, the complainant should be informed of any delays.
  6. If a meeting is arranged the complainant should be advised that they may, if they wish, bring a friend or relative or a representative such as an advocate.
  7. At the meeting a detailed explanation of the results of the investigation should be given.
  8. Such a meeting gives Enabling Development Opportunities Limited the opportunity to show the complainant that the matter has been taken seriously and has been thoroughly investigated.
  9. After the meeting, or if the complainant does not want a meeting, a written account of the investigation should be sent to the complainant.
  10. The outcomes of the investigation and the meeting should be recorded on appropriate documentation and any shortcomings in Enabling Development Opportunities Limited’s procedures should be identified and acted upon.
  11. Enabling Development Opportunities Limited should discuss complaints and their outcome at a formal business meeting and the complaints procedure should be audited on an annual basis, or more frequently if required.
 

RESPONSIBILITIES

Verbal Complaints

All colleagues are responsible for:

  1. Reporting all complaints directly received to their line manager within 24 hours
  2. Providing relevant information, advice and guidance

SMT are responsible for:

  1. Briefing colleagues on recognising and recording queries and complaints
  2. Ensuring all queries and complaints are recorded, actioned promptly (within 24 hours of receipt) and referred to the appropriate individual
  3. Investigating any query or complaint
  4. Following up a selection of queries and complaints with personal visits
  5. Recommending, agreeing and implementing corrective action

The Directors are responsible for:

  1. Providing a report to the local Funding Body should this be required
  2. Dealing with referrals from the managers
  3. Agreeing any future preventative actions
 

Improvements

Enabling Development Opportunities Limited will review any comments or complaints that are made and review these at SMT meetings. Where it is felt that the company can make improvements to their working model from repeated comments/complaints they will endeavor to do so. If this improvement has an effect on either learners or employers, they will be informed by written communication.