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Complaints Policy

Please note:This Complaints policy applies to all ADL courses and qualifications including external ICB (institute of Certified Bookkeepers) and RHS (Royal Horticulture Society) qualifications. 

Scope of the policy
This policy applies to all ADL – Academy for Distance Learning students and staff members who are using or delivering ADL courses or qualifications.

Location of the policy
This policy is available for all staff members and learners to access.

Communication of the policy
It is important that staff involved in the management, delivery, assessment and quality assurance of ADL qualifications and learners undertaking these qualifications, are fully aware of the contents of the policy.

Review of the policy
ADL will review the policy annually and revise it as and when required in response to student feedback, changes in practices.  Our review will ensure that our procedures continue to be consistent with the regulatory criteria and are applied properly and fairly in arriving at judgements.

Policy Statement
ADL is committed to providing a quality service for its learners and staff members, working in an open and accountable way that builds the trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our staff members, learners, and in particular by responding positively to complaints, and by putting mistakes right.

Statement of Principles
ADL 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 confidentially
  • We respond in the right way - for example, with an explanation or apology
  • 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, and dealt with quickly. Our aims are to:-
  • Resolve informal concerns quickly

Enable  mediation  between  the  complainant  and  the  individual  to  whom  the  complaint has been referred
An informal approach to dealing with a complaint may be appropriate; however, if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure must be followed.

Definition: A complaint can be defined as 'any expression of dissatisfaction that relates to ADL and that requires a formal response'.

Purpose: The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.

ADL’s responsibilities are to:

  • Acknowledge the formal complaint in writing
  • Respond within the stated period of time
  • Deal reasonably and sensitively with the complaint
  • Take action where appropriate
     

Confidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and ADL 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.

Complaints Procedure

Stage 1

If a complaint is unable to be resolved informally, the complainant should write/email their complaint to a relevant ADL member, so that they have a chance to put things right. In the letter/email, it should set out the details of the complainant’s complaint, the consequences for them as a result, and the remedy they are seeking.

Complaints will be acknowledged by ADL within 2 working days of receipt of a complaints. Complaints will be investigated by relevant ADL staff members. As part of the investigation regarding a complaint, a ADL staff member may undertake interviews with the relevant people involved. A complainant will be informed of the investigation outcome and decision within 10 days of a complaint being acknowledged (this may be extended, depending on the nature of the complaint).

Stage 2
If a complainant is not satisfied with the initial response to a complaint, they can write to ADL Centre Manager/Chief Exec. and ask for their complaint and the response from ADL to be reviewed.
Centre Manager/Chief Executive will acknowledge a complaint within 2 working days of the receipt of a complaint. Responses to complaints will be within 10 workings days of the acknowledgement.

ADL aim is to resolve all matters as quickly as possible. However, some issues will be more complex and therefore, may require longer to be fully investigated. If a matter requires more detailed investigation, a complainant 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.

Final Stage
If a complainant is not satisfied with the subsequent reply from ADL Centre Manager/Chief Executive then they have the option to contact an external source with regards to their complaint. ADL will undertake an investigation into any complaints received, in line with ADL's Complaints Policy.

All documents relating to a complaint must be saved and stored securely with ADL and made available to third parties subject to students permission.

 

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The following Complaints Policy is in accordance with accreditation TQUK policies and applies to courses approved by TQUK:


Scope of the policy
This policy is provided for ADL – Academy for Distance Learning students and staff members who are using or delivering the courses or qualifications ADL offer.

Location of the policy
This policy is available for all staff members and learners to access.

Communication of the policy
It is important that staff involved in the management, delivery, assessment and quality assurance of TQUK qualifications and learners undertaking these qualifications, are fully aware of the contents of the policy.

Review of the policy
ADL will review the policy annually and revise it as and when required in response to student feedback, changes in practices, actions require by TQUK or changes in legislation. Our review will ensure that our procedures continue to be consistent with the regulatory criteria and are applied properly and fairly in arriving at judgements.

Policy Statement
ADL is committed to providing a quality service for its learners and staff members, working in an open and accountable way that builds the trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our staff members, learners, and in particular by responding positively to complaints, and by putting mistakes right.

Statement of Principles
ADL 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 confidentially
  • We respond in the right way - for example, with an explanation or apology
  • 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, and dealt with quickly. Our aims are to:-
  • Resolve informal concerns quickly
  • Enable  mediation  between  the  complainant  and  the  individual  to  whom  the  complaint has been referred

An informal approach to dealing with a complaint may be appropriate; however, if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure must be followed.

Definition: A complaint can be defines as 'any expression of dissatisfaction that relates to ADL and that requires a formal response'.

Purpose: The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.

ADL’s responsibilities are to:

  • Acknowledge the formal complaint in writing
  • Respond within the stated period of time
  • Deal reasonably and sensitively with the complaint
  • Take action where appropriate

Confidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and ADL 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.

Complaints Procedure

Stage 1

If a complaint is unable to be resolved informally, the complainant should write/email their complaint to a relevant ADL member, so that they have a chance to put things right. In the letter/email, it should set out the details of the complainant’s complaint, the consequences for them as a result, and the remedy they are seeking.

Complaints will be acknowledged by ADL within 2 working days of receipt of a complaints. Complaints will be investigated by relevant ADL staff members. As part of the investigation regarding a complaint, a ADL staff member may undertake interviews with the relevant people involved. A complainant will be informed of the investigation outcome and decision within 10 days of a complaint being acknowledged (this may be extended, depending on the nature of the complaint).

Stage 2

If a complainant is not satisfied with the initial response to a complaint, they can write to ADL Centre Manager/Chief Exec. and ask for their complaint and the response from ADL  to be reviewed.

Centre Manager/Chief Executive will acknowledge a complaint within 2 working days of the receipt of a complaint. Responses to complaints will be within 10 workings days of the acknowledgement.

ADL aim is to resolve all matters as quickly as possible. However, some issues will be more complex and therefore may require longer to be fully investigated. If a matter requires more detailed investigation, a complainant 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.

Final Stage

If a complainant is not satisfied with the subsequent reply from ADL Centre Manager/Chief Executive then they have the option to contact TQUK with regards to their complaint. TQUK will undertake an investigation into any complaints received, in line with TQUK's Complaints Policy.

All documents relating to a complaint must be saved and stored securely in the centre. TQUK must be given access to any information or documents regarding any complaints when requested.

Disclaimer: Every attempt is made to ensure all information from the academy is accurate and that the student has attained the competencies taught in a course, at the point of their assessment. Beyond this point, the graduate is responsible to maintain their acquired competencies, and apply acquired knowledge and skills in a way which is appropriate to the unique characteristics of each application. This will release the academy from any liability, action and claims of whatsoever nature in connection with, or arising from any such information, instruction or advice, given by any student or ex-student, whether directions given during the course are followed or not.