Complaints Policy

Purpose:

Dynamic Training is committed to providing a quality service 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 learners, customers, and stakeholders, and in particular by responding positively to complaints, and where possible, putting mistakes right.

Therefore, we aim to ensure that:

• Making a complaint is as easy as possible
• A complaint is treated as a clear expression of dissatisfaction with our service which calls for an immediate response
• Any complaint is treated seriously - whether it is made in person, by telephone, by letter, by fax, or by email
• Complaints are dealt with promptly, politely and, where appropriate, informally (for example, by telephone);
• Responses are conducted in the right way: for example, with an explanation, an apology where necessary, or with information on any action to be taken;
• Complaints are learnt from and used to improve

Dynamic Training will thoroughly investigate any complaint, whether informal or formal, relating to the day-to-day operation of Dynamic Training and the standards of service we provide. Areas excluded from this policy are:

• Assessment decisions or examination results where other forms of redress are more appropriate;
• Employment issues which are covered by Staff Grievance Procedures
• Whistleblowing – see the Whistleblowing Procedure

The difference between a concern and a complaint A ‘concern’ may be defined as ‘an expression of worry or doubt over an issue considered to be important for which reassurances are sought’. A complaint may be generally defined as ‘an expression of dissatisfaction however made, about actions taken or a lack of action’.

It is in everyone’s interest that complaints are resolved at the earliest possible stage. Many issues can be resolved informally, without the need to invoke formal procedures.

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 complainant and the individual to whom the complaint has been referred.

Dynamic Training will take informal concerns seriously and make every effort to resolve the matter as quickly as possible.

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

In the first instance, if you are unable to resolve the issue informally, details of your complaint along with your contact details should be emailed to complaints@dynamictraining.org.uk or if you would like to speak to a member of the Dynamic team, please call our Uxbridge Office on 0208 607 7850 between the hours of 09:30 - 17:30, Monday-Friday.

Timeliness and Response

Complaints need to be considered and resolved as quickly, and efficiently as possible:

• All complaints will be taken seriously and dealt with
• Complainants will receive a reply within 48 hours (working days) from when the complaint is received. If it is not possible to provide a full reply within this time (for instance, because a detailed investigation is required), an interim response, explaining actions being taken to deal with the complaint, key staff involved, timescales for next steps and resolution.
• The full reply will include the outcome and decision of the complaint, what action will be taken if necessary, and will include details of who to contact next if the complainant believes the complaint has not been dealt with properly.
• This will normally be the appropriate departmental manager. If, following that second response, a satisfactory outcome has not been achieved; the complaint can be escalated to Oliver Hill, the Head of Apprenticeships and Commercial via email: oliver.hill@dynamictraining.org.uk
• In the event that a satisfactory response has not been achieved, the complaint will be put forward to an Appeals Panel headed up by the Managing Director who will be responsible for making the final decision in responding to the complaint.

• Complaints are expected to be made as soon as possible after an incident arises (although eight weeks is generally considered to be an acceptable timeframe in which to lodge a complaint); although Dynamic Training will consider exceptions.
• Dynamic Trainings 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 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.

Recording Complaints

• Dynamic Training will comply with our obligations under the Equality Act 2010. It is common practice to ask for complaints to be made by using a complaint form or in writing, however the complainant may have communication preferences due to disability or learning difficulties and providers must allow alternative methods of contact:
• A complaint may be made in person, by telephone, or in writing;
• In order to prevent any later challenge or disagreement over what was said, brief notes of meetings and telephone calls should be kept, and a copy of any written response added to the record.
• Where there are communication difficulties, recording devices may be used to ensure the complainant is able to access and review the discussions at a later point;
• Dynamic Training will record the progress of the complaint and the final outcome. The Head of Apprenticeships and Commercial has overall responsibility for keeping these records securely and holding them centrally.

• All staff involved should be aware that complainants have a right to

Responsibility for Action: Management

Confidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Dynamic Training maintain confidentiality, however the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (each complaint will be judged on its own merit). Should this be the case, the situation will be explained to the complainant.

Monitoring and Reporting: Dynamic Training Board of Directors will receive quarterly, an anonymized report of complaints made and their resolution. This complaints policy will be reviewed annually by the Board of Directors and amended as is necessary and any such changes will be communicated to all learners and staff.