Complaints Policy
Company Name: CTS Policy Owner: Claire Blood Version: 1.0 Effective Date: 11/08/26 Review Date: 11/08/27
1. Policy Statement
\[Your Company Name\] is committed to providing high-quality educational services. We welcome feedback and take all complaints seriously as an opportunity to improve our services.
We aim to handle complaints fairly, consistently, confidentially, and promptly.
2. Scope
This policy applies to:
- Students
- Parents and carers
- Schools
- Local Authorities
- Staff
- Tutors
- Other stakeholders
3. Principles
All complaints will be:
- Taken seriously
- Investigated fairly
- Handled confidentially
- Responded to promptly
- Used to improve services where appropriate
Complainants will not be treated unfairly because they have raised a concern.
4. Informal Resolution
Where possible, concerns should first be raised informally with the relevant tutor or manager.
Many issues can be resolved quickly through discussion and clarification.
5. Formal Complaints Procedure
Stage 1: Written Complaint
Complaints should be submitted in writing and include:
- Name of complainant
- Details of concern
- Dates and relevant information
- Desired outcome
Complaints should be sent to:
Claire Blood
bloodclaire@ymail.com
An acknowledgement will normally be provided within 5 working days.
Stage 2: Investigation
The complaint will be investigated by an appropriate manager.
This may involve:
- Reviewing records
- Speaking to those involved
- Gathering supporting evidence
A written response will normally be provided within 15 working days.
Stage 3: Review
If the complainant remains dissatisfied, they may request a review.
A senior individual not previously involved will review the complaint and issue a final decision.
6. Outcomes
Possible outcomes include:
- Explanation
- Apology
- Mediation
- Additional training
- Changes to procedures
- No further action where the complaint is not upheld
7. Record Keeping
Records of complaints will be retained securely and confidentially in accordance with the company's Data Protection Policy.
8. Monitoring
The company will monitor complaints to identify trends and opportunities for improvement.