Complaints Policy

Introduction

We believe that our programme provides a good service to all our customers. Our Directors, Tutors, Assessors, Client Services Team and other staff work very hard to build positive relationships with all our customers. However, we are obliged to have procedures in place in case there are complaints. The following policy sets out the procedure that the MiddletonMurray follows in such cases.

Aims and objectives

MiddletonMurray aims to be fair, open and honest when dealing with any complaint. We give careful consideration to all complaints and deal with them as swiftly as possible. We aim to resolve any complaint through dialogue and mutual understanding and, in all cases, we put the interests of the customer above all other issues. We provide sufficient opportunity for any complaint to be fully discussed, and then resolved.

The Complaints Process

How to share a concern

If a customer is concerned about anything to do with the service that we are providing they should in the first instance, discuss the matter with a Client Services Manager. Most matters of concern can be dealt with in this way. Client Services Managers work very hard to ensure that each customer is satisfied with the service we are providing. They always want to know if there is a problem, so that they can take action before the problem seriously affects the customer.

What to do if the matter is not resolved through informal discussion

Where a customer feels that a situation has not been resolved through contact with the Client Services Manager, or that their concern is of a sufficiently serious nature, they should make an appointment to discuss it with the Head of Department that is relevant to the claim. The Head of Department will consider any such complaint very seriously and investigate each case thoroughly. Most complaints are normally resolved at this stage.

Sharing a concern about the Head of Department relevant to the claim

Should a customer have a complaint about the Head of Department relevant to the claim, s/he should first make an informal approach to one of the other Directors, who is obliged to investigate it. The Director will then do all s/he can to resolve the issue through a dialogue with all parties involved, but if a customer is unhappy with the outcome, then s/he can make a formal complaint to the Group Managing Director, Angela Middleton.

How to take the matter further

Only if a formal or informal complaint fails to be resolved should it be made to the CEO. This complaint must be made in writing, stating the nature of the complaint and how members of staff have handled it so far.

The Group Managing Director will consider all written complaints within three weeks of receipt and schedule a meeting to discuss the complaint, and invite the person making it to attend the meeting, so that s/he can explain their complaint in more detail. The complainant will be given at least three days’ notice of the meeting.

After hearing all the evidence, the CEO considers their decision and informs the customer in writing. The CEO will do all they can at this stage to resolve the complaint to complainants satisfaction.

Who to appeal to next

If any complaint has not been dealt with satisfactorily, then s/he is entitled to appeal to the Education and Skills Funding Agency.

 

Monitoring and review

The Directors monitor the complaints procedure, in order to ensure that all complaints are handled properly. All complaints received by the organisation are then logged along with how they were resolved. The senior management team examines this log on a weekly basis.

The senior management team take into account any local or national decisions that affect the complaints process, and make any modifications necessary to this policy. This policy can be made available to customers, so that they can be properly informed about the complaints process.