Definition
The Complaints Procedure allows stakeholders to complain to APPLECAST if they are dissatisfied or concerned with an aspect of the service they have received and wish to make a complaint. APPLECAST publishes its Service Level Agreement Statement which sets out the service standards they can expect. APPLECAST Policy is committed to maintaining the highest standards for its staff, visitors and other key stakeholders and to ensuring access to fair assessment for all its learners. The policies and procedures covering complaints aim to provide an efficient, effective and transparent mechanism, where issues have been raised. APPLECAST has an Access to Fair Assessment Policy which sets out how we will ensure that learner needs are treated fairly.
Complaints
In all dealings with our customers, staff at APPLECAST endeavour to provide a service which is prompt, courteous, clear and responsive to customer needs. However, at times, there may be circumstances where a customer is dissatisfied with the service they have received and wish to make a complaint.
Purpose
This policy sets out guidelines to ensure that complaints received by APPLECAST are dealt with quickly, fairly and effectively. APPLECAST:
• Take appropriate action to address concerns;
• Implement the Complaints procedure in an open, transparent and accountable way;
• Acknowledge receipt of a complaint within 5 working days of written;
• Communicate initial conclusions from the investigation within 20 working days from receipt of complaint;
• Aim to reach a final conclusion in resolving a complaint within 35 working days of receipt of written complaint;
• Aim to hold an appeals panel within 20 working days of receiving a written appeal.
Procedure
Resolving complaints informally it is hoped that issues can be resolved informally. An informal complaint can often be rectified immediately and therefore in the first instance you should contact the Project director at APPLECAST who will seek to rectify the situation as soon as possible. You will find contact numbers on the APPLECAST web site www.castnw.co.uk. However, should the complaint remain unresolved then formal procedures may be followed to the board of trustees.
Resolving complaints formally A formal complaint concerning any aspect of APPLECAST service must be made in writing to the Chair of Trustees at the following address: Eco Centre Cobbs Brow Lane, Newburgh, Wigan, Lancashire WN8 7SF will acknowledge the complaint within 5 working days of receipt of the formal written notification. Should the complaint fall outside the scope of APPLECAST, we will advise you of this in writing within 5 working days of receipt of your notification. APPLECAST will investigate the complaint and seek from parties any further evidence, information and documentation that may be required. Once we are satisfied that all information/documentation is available to us, an initial conclusion will be reached.
The initial conclusion will be communicated to you in writing within 20 working days of receipt of the written complaint. If a conclusion cannot be reached within this time, the reasons for this will be communicated to you within the 20 working days. Complainants will be invited to a face to face meeting with trustees to discuss the factual accuracy of the Complaint. APPLECAST will consider any additional information provided by the complainant before reaching a final conclusion.
The final conclusion will be confirmed to the complainant within 10 working days of the meeting. Should no comment be received then, the initial conclusion will be confirmed as final?
Appeals If the complainant is dissatisfied with the decision they may appeal against this in writing.
An appeal must be received within 10 working days of the final conclusion. APPLECAST will acknowledge the appeal within 5 working days and appoint an appropriate trustee member to review the appeal. Appeals will be heard by APPLECAST selected members which will comprise of three members who have had no interest or involvement in the original complaint – a member of APPLECAST Senior Management Team or an independent member with quality expertise not employed by APPLECAST.
The appeal will be heard within 20 working days of receipt of the appeal. The decision of the Appeals Panel will be communicated to the appellant within 10 working days of the meeting and will be final.
Confidentiality
Confidentiality will consider anonymous disclosures however it may not be possible to investigate or substantiate anonymous disclosures. It is always preferable to provide your contact details to APPLECAST however we understand that sometimes a complainant may wish to do so anonymously. This may result in a delay in resolving the complaint and may mean that APPLECAST are unable to progress the matter fully.
A complainant should recognise that he/she may be identifiable by others due to the nature/circumstances of the complaint. We will endeavour to keep a complainants identify confidential and to consider each disclosure of information sensitively and carefully, and decide upon an appropriate response.
However, we may need to share with third party’s information received in the complaint where we consider it necessary to do so.
Whistle blowing
Whistle blowing is a term used when an individual raises a genuine concern about suspected malpractice or wrongdoing and/or the covering up of malpractice or wrongdoing that they become aware of through their work. The malpractice or wrongdoing often affects others, for example customers or members of the public. Whistle blowing is distinct from both complaints and employment disputes or grievances that an individual may have. A complaint can be defined as an expression of personal dissatisfaction.
Vexatious Correspondence or Behaviour
APPLECAST staff will not engage with persistent/repeated contact from complainants or abusive complainants. Where a complainant corresponds with APPLECAST in an abusive manner or repeatedly and persistently contacts CAST with no new information or evidence to bring to investigations, APPLECAST will treat such behaviour/correspondence as vexatious.
The following forms of behaviour or correspondence are considered vexatious:
• A complainant being abusive or threatening, either during a telephone conversation, face to face meeting or in written correspondence.
• A complainant repeatedly contacting APPLECAST via telephone or email in a given working day without offering new evidence or information.
• Making unreasonable demands on APPLECAST outside of the agreed remit of the investigation.
• Making accusatory remarks about APPLECAST Representative managing the case. In such circumstances, the complainant will be referred to the Chair of the trustees to deal with the situation.
Zero Tolerance
APPLECAST endeavours to provide a service which is prompt, courteous, clear and responsive to customer needs. In order provide the best service; APPLECAST is committed to the well-being of its staff, customers and referrals. We expect those using our services and premises to treat other customers and our staff with the courtesy they expect to receive themselves. Verbal abuse, harassment, disruptive behaviour and violence are unacceptable. In the event of any of these occurring, APPLECAST will not hesitate to take action which could lead to the withholding of services, or prosecution.
