POLICIES&PROCEDURES
Praise& ComplaintsPolicy
1.AimofthePraise&ComplaintsPolicy
Wevalueyourcommentsandfeedback,andweusethesetoimprovetheservicethatweoffertoall ourlearners,employersandpartners.Wehaveimplementedthefollowingprocedurestoensure thatanycomplaintsorissuesraisedaredealtwithpromptlyandinaresponsiblemanner.
Werecognisetherightsoflearners,staff,visitors,sponsoringemployersandusersofanyofour servicestocomplainabout,orpraise,theserviceweprovide.
2.Process
Intheeventofapositiveexperienceorjustwishtosaythankyou–please,whereverpossible, completetheformprovidedin‘Appendix2’tofeedthisbacktousinorderthatwecanpassonthis praisetoourstaffmember(s).Thisformisalsodownloadablefromourwebsiteat www.thinkemployment.comunderPraiseandComplaintsPolicy.
Intheeventofacomplaint,westronglyrecommendthatyoutalktoamemberofourstafftotryto resolveanyissuesimmediately However,ifthisisnotpossible(thecomplaint,forexample,maybe aboutamemberofstaff),thenthefollowingprocedureshouldbefollowedtohelpyouobtaina satisfactorysolution/response:
StageOne:
TheComplaintwillbehandledbytheHeadofQuality,whowillacknowledgeyourcomplaint(by telephoneoremail)within24hours.Theymaywishtodiscussthedetailsofyourcomplaint,and willdosobytelephonewithin48hoursoftheacknowledgementofyourescalatedcomplaint.
DebbieKay HeadofQualityFurtherinvestigationwillbeinstigatedandaSeniorLeaderwillrespondandoffera solution/explanationagainbytelephoneifpossible.Onceagreementhasbeenreached,wewill writetoyoudetailingthefindingsandthesolutionagreed.
StageTwo:
Shouldyoustillbeunhappy,thenyouarerequestedtowritetotheHeadofAdministration,who willmakeafinaldecisiononanycomplaintandwritetoyouwithany recommendations/solutionwithintenworkingdaysofreceiptofcomplaint.
ThinkEmploymentLtd debbie.kay@thinkemployment.com
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TheCompanywillattempttorectifyallcomplaintstoyoursatisfaction.However,theCompany willnotreprimandordisciplinestaffwhereacomplaintisfoundtobeunjustified.
Anyactionsresultingfromadisciplinaryhearingwillbeconfidentialandnotdisclosedto complainantorothers.
3.Reviewofthepolicy
ASeniorLeaderwillreviewthispolicyannuallyormorefrequentlywheretherearesignificant changesincircumstances
Authorised by: Lead
Head of Administration
Amendments:
Sept 2018 - Updated
Dec 2018 – Layout change and include ‘Praise’. Included a form to complete (appendix 1)
Dec 2019 – Helpline email address updated
Nov 2020 – Added the form can be downloaded from the Company’s website.
May 2021 – Changed Sarah Qazi (Head of Operations) to Debbie Kay (Head of Quality); Complaints Department to Angela Dennehy (Head of Central Support)
November 2021 – No changes
April 2022 – Changed Head of Operations to Head of Administration
Dec. 2022 - Replaced Head of Central Services with Head of Administration
Dec 2023 - Replaced "Senior Manager" with "Senior Leader"
AngelaDennehy ThinkEmploymentLtd 140VictoriaStreet Grimsby DN311NX Tel:01472898221
To be disseminated to: All staff / Service users / Subcontractors Policy Ref: 004
IQA
Date: August 2008 Review Due: December 2024
Head of Quality Issue
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ComplaintsFlowchart
Werecognisetherightsoflearners,staff,visitors,sponsoringemployersandusersofanyofour servicestocomplainabout,orpraise,theserviceweprovide. Intheeventofacomplaint,we stronglyrecommendthatyoutalktoamemberofourstafftotrytoresolveanyissuesimmediately. However,ifthisisnotpossible(thecomplaint,forexample,maybeaboutamemberofstaff),then thefollowingprocedureshouldbefollowedtohelpyouobtainasatisfactorysolution/response:
Pleasecontact: DebbieKay HeadofQuality ThinkEmploymentLtd debbie.kay@thinkemployment.com Areyouhappywith theoutcome? Ifhappyonceyouhave spokentoDebbie,please continuewithyourlearning and/orusingourservices. Shouldyoustillbeunhappy,thenyouarerequestedto writetotheHeadofAdministration,whowillmakea finaldecisiononanycomplaintandwritetoyouwith anyrecommendations/solutionswithintenworking daysofreceiptofthecomplaint-pleasecontact: AngelaDennehy ThinkEmploymentLtd 140VictoriaStreet Grimsby DN311NX Tel:01472898221 YES NO APPENDIX1
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APPENDIX2 Complaints/PraiseForm
Name:
Address:
Daytime Telephone:
Date:
Can we contact you on this number? Yes No (Please circle)
Can messages be left on this number? Yes No (Please circle)
Date of Event leading to Complaint / Praise:
Please give details of the event: (continue overleaf if required)
4
Office use only Received by: Date: Details of action taken: Date of resolution: 5
How would you like the matter to be resolved? (continue overleaf if required)
6
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