Introduction

SCL places a significant emphasis on feedback and views the complaints process as a valuable tool to drive improvements in the quality of our services. The policy of SCL is to respond to all suggestions, whether positive or negative, in a prompt and courteous manner. All complaints will be treated seriously with a full investigation process in place to seek a resolution which all parties are satisfied upon an outcome.

In all circumstances, individuals and groups are positively encouraged to raise their concerns with the member(s) of staff directly in the first instance.

Scope

This policy applies to all learners and employees of SCL.

The purpose of this policy is to provide learners and employees with an understanding of the process of making a complaint.

This policy underpins SCL Education & Training’s core values and will be used objectively and free from discrimination in accordance with the SCL Education & Training Equality and Diversity policy.

Complaints Procedure

SCL take complaints about our work, staff and learners of SCL and our levels of service, very seriously. If you are not satisfied with any aspect of SCL including staff or associates, you can make a complaint in whichever way is easiest for you, for example by telephone, email or letter.

Customers who would prefer to make a verbal complaint or discuss their concerns before formally logging a complaint can telephone SCL Support Centre on 0345 644 5747 and our reception team will ensure complaints are directed to the appropriate person.

We will need you to provide us with the following:

• a clear, detailed description of what your complaint is about
• copies of any letters or emails or relevant documentation related to the complaint
• any details relating to the compliant if you have raised them previously informally or directly to the person/person responsible for the matter you are complaining about
• your email address or postal address (so we can respond to your complaint)

For written complaints, please send details of the above to the below address or email address, clearly marking the subject matter of your correspondence as: Complaint; this will then be directed to a member of our complaints handling team who will allocate to the correct department or member of staff:

SCL Education & Training, Unit 7, Lakeside Business Park, Swan Ln, Sandhurst, Berkshire GU47 9DN

Or

enquiries@wearescl.co.uk

What happens next?

• We acknowledge receipt via phone or email within 3 working days
• We will complete a thorough investigation into your complaint and will endeavour to provide a full response and resolution within 6 weeks
• If you are not fully satisfied with our response/proposed resolution, please appeal the decision in writing and we will endeavour to resolve it to your satisfaction. Please email your appeal to Stuart Allen (Group Operations Director) – Stuart.Allen@wearescl.co.uk
• In the event you are still not fully satisfied, you can escalate your complaint to the relevant Governing Body. Please refer to the details shown below:

If you are an active learner and wish to make an appeal against an assessment decision, please refer to the Learner Appeal policy provided at the start of your course.

If you are a learner, apprentice, parent, authorised representative of the learner or an employer, please refer to ‘Complaints about Post 16 education and training provision funded by the Education and Skills Funding Agency (ESFA) – View Procedure

Please note: Due to regulations applicable to employment law and GDPR, you may not always be informed of the outcome of your complaint if it directly applies to a member of staff. We will however, strive to give you as much information as possible regarding the measures SCL have taken to address your complaint.

Complaints we cannot deal with:

We can only handle complaints about the work, staff and levels of service provided by SCL. We cannot deal with complaints regarding any third parties, however are happy to support and give guidance on how to raise a complaint with the organisation directly.

Recording of Complaints

SCL will record all complaints, both formal and informal. A complaints log will be maintained by the Managing Director of Education and Training. All complaints will be monitored and tracked until the complaint has a final outcome.

The Managing Director will present an overview of the complaints log to the Senior Management Team on a regular basis.