We believe, should any person affected by our activities wish to make a complaint or register a concern they should find the process as easy as possible. It is our policy to welcome complaints and look upon them as an opportunity to learn and improve our services. This policy is intended to ensure that all complaints are dealt with in a correct manner and that all complaints or comments by third parties are taken seriously.
The policy is not designed to apportion blame or to consider the possibility of negligence or to provide compensation. This policy does not form any part of our disciplinary policy.
We believe failure to listen or acknowledge complaints will lead to an aggravation of the situation, subsequently leading to dissatisfaction and possible litigation. We support the concept that most complaints, if promptly dealt in an open and friendly manner can be resolved at a local level between the complainant and the most senior on-site person.
In the event this fails due to the dissatisfaction of the complainant or the site operative, the complainant will be referred to one of our directors and subsequently where applicable the relevant governing/accrediting body. Legal advice will be sought where we feel necessary.
The aim of Acadame is to ensure that its complaints procedure is properly and effectively implemented, and that third parties feel confident their worries, concerns or complaints are listened to and acted upon in a prompt and fair manner.
All oral complaints, no matter how trivial or seemingly unimportant should be taken seriously. Staff and delegates must always remain calm and respectful, nothing will be gained by adopting an aggressive or defensive attitude.
Where a complaint is received in writing the Chief Operating Officer will record the complaint in the complaints record and acknowledge receipt of complaint within two working days
Acadame staff shall be trained in dealing with and responding to complaints. This complaints policy shall be included within new staff induction training and reviewed, as necessary.
To process a complaint Acadame will hold personal data about the complainant, which the individual provides, and which other people give in response to the complaint. We will hold this data securely and only use it to address the complaint. The identity of the person making the complaint will only be known to those who need to consider the complaint and will not be revealed to other people or made public. However, it may not be possible to preserve confidentiality in some circumstances, for example, where relevant legislation applied, or allegations are made which involve the conduct of third parties.
Acadame will normally destroy complaints files in a secure manner six years after the complaint has been closed.
Complaints are an important tool which, alongside data provided by exit surveys, stakeholder surveys, learner and apprentice feedback and focus groups, will allow us to learn about the services we provide. They provide a useful source of information about how individuals see our services and how we are serving them. To ensure we can learn from complaints the following data will be collected:
Wherever possible the data will be used to improve and develop our service.
Once we have completed our investigation, we will explain what went wrong and why, apologise when it is appropriate and take action to remedy the situation as soon as possible.
If you remain unsatisfied with the outcome after escalating your complaint you can contact the appropriate regulator and/or awarding body, providing evidence that you have instigated Acadame’s complaints procedure in the first instance:
The Office of Qualifications and Examinations Regulation (Ofqual ) In England
Council for the Curriculum, Examination & Assessment (CCEA) In Northern Ireland
Qualifications Wales/Gymwysterau Cymru In Wales
Scottish Qualifications Authority (SQA) In Scotland
Engineering Construction Industry Training Board (ECITB)
Construction Industry Training Board (CITB)
Institution of Occupational Safety and Health (IOSH)
Qualifications Network (QNUK)