COMPLAINTS POLICY & PROCEDURE
Ultima Skills is committed to providing a quality service for all 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 can continue to improve our service is by listening and responding to the views of our members, customers, learners and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right. Therefore, 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 deal with it promptly, politely and, when appropriate, confidentially.
- We respond in the right way, eg, with an explanation, or an apology where we have made a mistake, or information on any resulting action, etc.
- We learn from complaints and use them to improve our service.
We recognise that many concerns will be raised informally and dealt with quickly. Our aims are to:
- Resolve informal concerns quickly.
- Keep matters low-key.
- Enable mediation between the individual making the complaint and the person 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.
Ultima Skills defines a complaint as “any expression of dissatisfaction (with Ultima Skills Training or with a member of staff) that relates to Ultima Skills Training and that requires a formal response”.
The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and, wherever possible, resolved to the complainant’s satisfaction.
Ultima Skills’ responsibility will be to:
- Acknowledge the formal complaint in writing.
- Respond within a stated period of time.
- Deal reasonably and sensitively with the complaint.
- Take action where appropriate.
A complainant’s responsibility is to:
- Bring their complaint in writing to Ultima Skills’ attention, normally within four weeks of the issue arising.
- Raise concerns promptly and directly with a member of staff in Ultima Skills Training.
- Explain the problem as clearly and as fully as possibly, including any action taken to date.
- Allow Ultima Skills Training a reasonable amount of time to deal with the matter.
- Recognise that some circumstances may be beyond Ultima Skills’ control.
Responsibility for Action: All staff of Ultima Skills Training.
Confidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Ultima Skills Training 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 judged on its own merit). Should this be the case, the situation will be explained to the complainant.
Formal Complaints Procedure
In the first instance, if you are unable to resolve the issue informally, you should write to the member of staff who dealt with you, or their manager, so that he or she has a chance to put things right. In your letter, you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.
You can expect your complaint to be acknowledged within 4 working days of receipt. You should get a response and an explanation within 15 working days. If you are unsure which member of Ultima Skills Training staff to write to, your complaint should be sent to Ultima Skills Training’s Managing Director.
If you are not satisfied with the initial response to the complaint, then you can write to Ultima Skills Training’s Managing Director and ask for your complaint and the response to be reviewed. You can expect the Managing Director to acknowledge your request within 4 working days of receipt and a response within 15 workings days.
Ultima Skills Training’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, and when a full reply can be expected and from whom.
If your complaint regards the training you or your employee have received and you are still dissatisfied with the outcome having progressed through stages one and two, your final course of action would be to contact the Education and Skills Funding Agency (ESFA). They can be contacted via email@example.com