Complaints and Appeals Policy

Scope and purpose

At Explosive Learning Solutions (ELS) we are always open to receive comments, both positive and constructively critical. It is important for us to know when we get things right and when there is a need for improvement.

All courses and services at provided by ELS are reviewed regularly and your comments will help the teams and managers to prepare and, when necessary, redesign or change the provision.

Feedback is central to this process of continual quality improvement. We want to hear from you if you feel we have done something well or, alternatively, if you think we have not met the standards required.

It is our commitment to listen and to respond to the views of all users of ELS and its services.

Aims

The purpose of this policy is to provide guidance to any student, visitor or other parties such as employers who are dissatisfied with any aspect of ELS, or have positive suggestions/comments.

ELS aim is to:

  • Respond quickly and positively and to reach an outcome that is satisfactory and fair for all concerned.
  • Keep those involved informed of our progress in dealing with the complaint.

The purpose of the complaints procedure is to provide an opportunity for complaints to be resolved as quickly as possible by carefully logging and analysing complaints, to provide a means of identifying problems and potential faults in the services provided by ELS.

Responsibility

The quality manager/head of operations is responsible for monitoring complaints and to look for trends and patterns.

The quality manager/head of operations will present an annual report to the Directors on the nature of the complaints received and the manner and speed with which they have been resolved.

Student responsibilities

Responsibility is a two way process and if you are a student and you are making a complaint about your course, you also have responsibilities. We will expect you to have met any requirements for:

  • A = Attendance
  • B = Behaviour
  • C = Commitment (meeting deadlines etc).

Procedure

Our complaints procedure is designed to help customers register their concerns and to help the college respond effectively and appropriately. Complaints are dealt with in two ways:

  1. Informal – by talking to us
  2. Formal – by putting the complaint in writing.

(See complaints flowchart at Annex A.)
If you are not satisfied with the service you receive you can:

  1. Speak to your Tutor or the Head of Operations
  2. Provide feedback via end of course reviews
  3. Write to the Head of Operations via info@explosivelearningsolutions.com

Where a complaint is fully or partially upheld, ELS will take positive action to put things right, make every effort to prevent the same thing from happening again and will ensure the complainant is kept informed throughout. If a complaint is not upheld, the complainant will be advised accordingly.

Once a complaint has been received, the ELS endeavour to acknowledge receipt of that complaint within three working days.

The head of operations will appoint an appropriate person (investigator) to conduct an investigation. The investigator will then contact the complainant to discuss the situation and work towards achieving an acceptable solution.

ELS will ensure that your complaint is dealt with impartially and confidentially.

Outcome of the investigation

On completion of the investigation, the complaint will be classified in one of three ways:

  1. Upheld – the complaint was fully justified and will result in ELS taking corrective action, e.g. an amendment of management/service procedures, staff training, improved communications.
  2. Partially upheld – certain aspects of the complaint were considered justified and will result in ELS conducting some follow-up action.
  3. Not upheld – the complaint was not justified.

Concluding action

On completion of the investigation, the investigator will:

  1. Ensure the Quality Manager / Head of Operations is in possession of all necessary information and paperwork to officially record and log the process
  2. Inform any members of staff who have been involved in the complaint of the outcome and any follow-up action
  3. Make sure the complainant has been fully briefed about the outcome
  4. Ensure if the complaint is about equality and diversity, safeguarding or disability that a Company Director has been notified.

Appeals

If you are unhappy with the outcome of the complaint, you can request a review of the matter which will be undertaken by a company director.

A further investigation will be undertaken to try to reach a solution acceptable to both the complainant and ELS.

If you are still not satisfied with the outcome, you should contact the qualification provider.

Time periods

The time periods as set out in this procedure are for guidance and under some circumstances may be subject to extension.
Where any such extensions are made, the complainant will be notified in writing.

Serial and vexatious complainants

A serial and/or vexatious complainant is someone who acts in an unreasonable manner, is unreasonably persistent in the manner in which they raise their complaint, for example, shifting goalposts, not accepting what is being said. ELS has a duty of care for its employees; when dealing with a serial and/or vexatious complainant we reserve the right to refuse to investigate a complaint and may, if appropriate, refer the matter to ELS’s solicitors.

ANNEX A – ELS complaints process and timelines

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