Complaints Policy
1. Introduction
Amildham makes every effort to provide a high standard of service and to treat all users equally and fairly. We continuously try to improve our service and value any feedback that will help us to do this. Amildham will review all feedback and complaints on a regular basis. This helps us to develop the service that works best for the service users.
2. Purpose
It is designed to safeguard Service Users who are unhappy with our service. It is hoped that Service users will feel comfortable to be able to raise a complaint and have the complaint investigated comprehensively. Amildham aims to ensure that this complaints procedure is effective, accommodating, and receptive to complainants.
3. What is the difference between a concern and a complaint?
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’.
4. Dealing with Complaints
It is important to ensure that all complaints are dealt with seriously, and that the complainant feels listened to, and that they are shown empathy and compassion during this process and that:
- 4.1. Confidentiality is maintained
- 4.2. Complainant is met at the earliest possible opportunity to discuss the issues of concern and that an attempt is made to resolve it at a local level
- 4.3. An agreed expected outcome of the complainant is clearly defined at the beginning
- 4.4. The complainant is kept updated of the progress
- 4.5. A written outcome will be produced
- 4.6. It is dealt with in a timely manner
- 4.7. To respond in the right way - for example, with an explanation following the investigation, or offer an apology where we have got things wrong, or information on any action taken.
- 4.8. To learn from complaints received, use them to improve our service, and review annually our complaints policy and procedures.
5. When an issue or first arises – Addressing the concern at a local level
- 5.1. According to the complaint’s policy, Anonymous complaints will not be responded to by Amildham.
- 5.2. Amildham will only deal with complaints if the complainant has been affected by its service.
- 5.3. If the complainant has a concern that can take up to Amildham. Initially, he/she should inform a member of staff either in person, over the telephone, or in writing. They may then be invited to an informal meeting with the member of staff most appropriate for dealing with their concern.
- 5.4. The complainant must provide their full contact details to communicate throughout the procedure.
- 5.5. If parents’ complaint, we encourage parents to approach staff with any concerns they may have and aim to resolve all issues with open dialogue and mutual understanding.
- 5.6. Amildham, wherever practicable, will make every effort to attempt to deal with the complaint informally first. Endorsing an informal approach wherever practicable is always the primary desired outcome.
- 5.7. Both parties must agree an action plan with a time scale to solve this. There is no suggested time-scale for resolution at this stage given the importance of dialogue through informal discussion although it would be expected that most issues would be resolved within 20 working days.
- 5.8. However, there will be instances where an informal approach is impractical due to the serious nature of the complaint or the conduct.
- 5.9. Amildham will do their best to ensure that your concerns are dealt with appropriately and efficiently but if they cannot come to an agreement, or are dissatisfied with the outcome of the meeting, the complainant can make a formal complaint in writing to the Director.
6. Formal Complaints Procedure
To ensure that complaints are processed efficiently and effectively, Amildham will deal with formal complaints in two stages:
Stage 1
- 6.1. If the complainant does not feel that their concern has been dealt with as they would like, are unhappy with the outcome of your informal meeting, or feel that the issue is serious enough that it warrants it, they can make a formal complaint in writing to the Director.
- 6.2. The Director will acknowledge the complaint in writing within 10 working days. They may already be aware of the situation. They will outline their decision if there is one to be made, and any action to be taken because of your complaint.
- 6.3. The Director may call the complainant in for a meeting to discuss the issue outcome, possible solutions, or to explain what has or will happen because of their complaint. The Director will keep a record of all interactions with them and other staff, meetings, and decisions made in reference to your complaint.
- 6.4. For some instances, when there is no meeting necessary, they will be informed the best possible mode of communication that will be agreed between both parties.
- 6.5. If the complaint is against a member of staff, the Director will talk to that staff. If it is an allegation of abuse, a formal investigation may be instigated by Amildham or external child welfare authorities to whom the Amildham reports. Please refer to our allegations of abuse against staff policy for an outline of this procedure.
- 6.6. The Director will respond to the complainant in writing within 20 working days outlining their response to their concern, and any action that has or will be taken. If they have decided not to take any further action on the issue, they will explain what they have decided, how they have reached this decision, and will outline the complainant’s right to take the matter further and the steps to be taken.
- 6.7. The Director may:
- dismiss all or part of the complaint
- uphold all or part of the complaint
- decide on the appropriate action to be taken to resolve the complaint
- evaluate all the evidence available and recommend changes to the Amildham’s systems or procedures as a preventative step against similar problems arising in the future.
Stage 2
The complaints procedure where the Service Users are dissatisfied
- 6.8. If the complainant is dissatisfied with the outcome the complainant has the right to exercise to take the complaint further to other organizations (mentioned in Appendix 2).
7. Vexatious, Serial and Persistent Complainants
- 7.1. Whilst it is hoped that this document will reduce any dissatisfaction with the Amildham, it is acknowledged that there may be rare occasions where a complainant continues to be dissatisfied with Amildham and the outcomes achieved under the complaints procedure. Amildham will follow the Information Commission’s Office guidance.
- 7.2. Where a complainant attempts to re-open an issue which has already been dealt with under the complaints procedure, there will be occasions when, despite all stages of the complaint procedure having been followed, the complainant remains dissatisfied. It is important for Amildham to recognize when they really have done everything they can in response to a complaint. It is a poor use of Amildham’s time and resources to reply to repeated letters, emails, or telephone calls making substantially the same points.
- 7.3. If a complainant tries to re-open the same issue, the Director will inform them that the procedure has been completed and that the matter is now closed. Where further correspondence is received on the same matter, this may be considered vexatious and the school will be under no obligation to respond to that correspondence.
- 7.4. If the complainant contacts the school again on the same issue, then the correspondence may be viewed as ‘serial’ or ‘persistent’ and the school may choose not to respond.
8. Reviewing the Services Offered
As a learning organization, Amildham will always follow all legislations, guidelines, and recommendations to enhance its service and protect the service users. This policy will be subject to a review every 2 years or amended in line with any changes require an early review or updating of the legislations.
References
Appendix 1 – Roles and Responsibilities
The Complainant
- The complainant or person who makes the complaint will receive a more effective response to the complaint if he/she:
- co-operates with the Amildham in seeking a solution to the complaint;
- provide their contact details including email or telephone or communication address
The Complaints Co-ordinator
- The complaints co-ordinator should:
- ensure that the complainant is fully updated at each stage of the procedure;
- ensure that all people involved in the complaint procedure will be aware of the legislation around complaints including the Equality Act 2010, GDPR Act 2018
The Investigator
- The Investigator is the person involved in Stages 1 of the procedure. The Investigator’s role can include:
- providing a comprehensive, open, transparent and fair consideration of the complaint through:
- sensitive and thorough interviewing of the complainant to establish what has happened and who has been involved;
