1. Our complaints policy
We are committed to providing a high-quality service to all our Learners, Apprentices and Employers. We welcome feedback from our customers and complaints are a valuable source of information to help us to:
- Learn and improve the standards and services we delivery
- Put things right when they have gone wrong.
We are committed to resolving issues in a fair, timely and efficient manner. When something goes wrong, we need you to tell us about it. This will help us to improve our standards and our customer satisfaction.
The objective of this complaints policy and procedure is to:
- Ensure our customers know how to make a complaint and how the complaint will be handled
- Ensure that complaints are dealt with consistently, fairly and withing clear time frames
- Provide our customers with an effective method to complain
- Ensure our complaints are reviewed and monitored to improve our services
SRSCC will ensure that:
- All complaints are treated confidentially where possible
- We listen carefully and objectively to each complaint
- All complaints are recorded accurately and stored in accordance with Data Protection Act
- All complaints are investigating fully, objectively and within the stated time frame
- Any actions implemented to avoid further re-occurrence are communicated to complainant
- Report statistics to Management Hierarchy on an annual basis including numbers, outcomes and action taken
This policy and procedure related only to the services offered by SRSCC.
2. What is a complaint?
A complaint is an expression of dissatisfaction by an individual whether justified or not. Usually, a statement that something is unsatisfactory or unacceptable.
Our Employers, Learners or Apprentices may make a complaint if they feel SRSCC has:
- Failed to provide a service
- Failed to provide an acceptable service
- Made error in the service that was provided
- Acted in an inappropriate way
- Provided an unfair service
3. How to raise a complaint
There are two types of complaint: formal and informal.
should be resolved quickly and informally. All complaints should be logged by the a member of staff and passed to Customer Support Coordinator.
Where complaints cannot be resolved straightaway, or where a person is still dissatisfied following an informal complaint, these will be formally investigated through SRSCC’s complaints procedure and a response made in writing. If they continue to be dissatisfied following the Formal procedure, an appeal for further independent investigation will be considered and, when appropriate, will be carried out by a member of the SLT.
should be made in writing and will be formally investigated in the following instances:
- When an informal complaint cannot be resolved
- As a result of continued dissatisfaction after informal procedure investigations
- All written complaints
If you have a complaint, please contact Customer Support Team with the details by email email@example.com
or in writing to:
SR Supply Chain Consultants Ltd
190-192 Wigan Road
4. Expected time for complaint to be resolved
SRSCC aim to resolve a complaint within eight weeks. If we have not resolved it within this time you may complain to our regulating body CIPS, OFSTED, ESFA.
5. What happens when you raise a formal complaint?
- We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
- Customer Support Coordinator will arrange a suitable time with you to investigate and discuss your complaint.
- The Customer Support Coordinator will investigate your complaint.
- The Customer Support Coordinator will then invite you to a meeting to discuss and hopefully resolve your complaint. S/he will do this within 14 days of sending you the acknowledgement letter.
- Within three days of the meeting, the Customer Support Coordinator will write to you to confirm what took place and any solutions s/he has agreed with you.
- If you do not want a meeting or it is not possible, the Customer Support Coordinator will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you should contact us (appeal) again and we will arrange for a member of the Senior Leadership Team to review the decision.
- We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint explaining our reasons.
- If you are still not satisfied, you can then contact:
Education Skills Funding Agency
0370 267 0001
Contact Ofsted about concerns
0300 123 4666
The Chartered Institute of Procurement & Supply
Easton on the Hill
Tel: 01780 756777
6. Complaints upheld
When a complaint has been upheld, the response must be in writing and must contain the following standard information:
- A brief explanation of why the situation arose
- A full apology
- Brief details of the corrective action to be taken, and the time limits within which it will be completed.
- Details of who to contact if the complainant is dissatisfied with the response and wish to appeal against it (if appropriate)
- Where a complaint has revealed a fault in the internal systems/procedures of SRSCC, then these will be examined to help ensure that similar complaints do not recur. Where appropriate the complainant will be informed of any changes made as a result of their complaint.
7. Dispute Resolution Procedure
Either Party may give to the other written notice (a Dispute Notice
), setting out the nature and particulars of the disputed matter (the Dispute
) together with relevant supporting documents. On service of a Dispute
Notice, CUSTOMER Representative and SRSCC Representatives (together the Representatives
) shall attempt in good faith to resolve the dispute. If the Representatives are unable to resolve the Dispute within 30 days of
service of the Dispute Notice, the Dispute shall be referred to the chief executive officer of CUSTOMER (or equivalent or senior representative) and chief executive officer of SRSCC (together ‘the chief executive officers’) who shall attempt in good faith to resolve it.
If the chief executive officers are unable to resolve the Dispute within 30 days of it being referred to them, the Parties shall attempt to settle the Dispute by mediation in accordance with the Centre for Effective Dispute Resolution (CEDR
) Model Mediation Procedure. Unless otherwise agreed between the Parties, the mediator shall be nominated by CEDR. The following process shall be followed: to initiate the mediation, a Party shall serve notice in writing (an ADR Notice
) to the other Party to the Dispute, requesting a mediation; a copy of the ADR Notice should be sent to CEDR; and the mediation will start not later than 30 days after the date of the ADR Notice. If the Dispute is not resolved within 90 days after service of the ADR Notice, or either Party fails to participate or to continue to participate in the mediation before the expiration of the said period of 90 days, or the mediation terminates before the expiration of the said period of 90 days, the Dispute shall be finally resolved by the courts of England. The commencement of mediation shall not prevent the Parties commencing or continuing court proceedings in relation to the Dispute at any time.
SRSCC is responsible to the Governing Board for ensuring that the Complaints Policy and Procedure is adhered to and achieving its objectives.
The designated manager (Central Services and Admin Manager) is responsible for the monitoring and review of this policy and objectives plus the production of the annual report which is presented to the Governors.
9. Monitoring and Review
To provide real benefits from the complaint’s procedure, it is essential that all complaints received are monitored, reviewed, and analysed. This will help to ensure that:
- Action can be taken to prevent the recurrence of the problem, through changes to policies, procedures and practices
- Information can be fed into the planning process and will influence future resource allocation and service provision
- Performance can be reviewed by SRSCC management and by governors
- Provide a better service for learner/customers
This policy will be reviewed bi-annually and the Responsible Manager will present an annual report on the policy progress, objectives and trends to the SLT and Governors.