Compliments and Complaints Policy
This policy should be read in conjunction with CareerWave’s appeals policy.
The objective of this policy is to:
1. Implement the compliments and complaints policy for CareerWave Ltd
2. Ensure that we respond to all suggestions, whether positive or negative, in a prompt, courteous and confidential manner.
3. Welcome feedback as an opportunity to improve the services that we offer.
4. Encourage a culture of openness around compliments/comments/complaints.
4a. To direct that complaints should be resolved:
- as quickly as possible
- as close to the point of delivery as possible
- fairly (for all parties)
- with the minimum of inconvenience to the complainant
- in a personal way, observing best practice for
- customer service
4b. To ensure that customer compliments, comments and complaints are used to develop overall improvements to the way that we work.
Compliments and Comments
- All compliments and comments should be properly acknowledged, and the customer thanked for their feedback.
- Compliments or comments received in writing should be acknowledged in writing.
- Whoever receives a compliment or comment should pass it on to the Director in order that CareerWave can understand customer feedback and drive recognition of good performance.
All staff involved in handling complaints should aim to work to the following simple formula:
- Ask questions for clarification purposes
- AGREE a solution – check satisfaction
- Implement the solution
- Follow up and check satisfaction
- Ensure all the above is recorded accurately and honestly
Internal Customers – Guidance Centre learners, School learners and School staff
In the first instance, learners should discuss their complaint with their Careers Adviser/Tutor/Assessor. Many problems can be resolved with this direct interaction. If an immediate resolution is not possible, or the learner is not satisfied with the outcome, they should inform their Tutor or another member of the CareerWave team who will ensure that the matter is investigated informally. That member of staff will also try to identify an informal solution to the problem.
If the learner is not satisfied with the proposed informal solution, they may choose to then make a formal complaint to the CareerWave Director.
External customers are individuals, groups or organisations using CareerWave facilities and businesses, organisations or individuals that CareerWave works with or has a business relationship with.
Informal feedback should initially be directed to a member of staff within the area where the complaint is based. Complaints can often be resolved with this direct interaction.
However, if the complainant is not satisfied with the outcome then they may choose to then make a formal complaint to the Director of CareerWave.
If the complainant is not satisfied with the informal resolution to the complaint, then the formal complaints process is triggered.
A formal complaint is one received in writing via letter or email or verbally such as over the telephone or face to face. Alternatively, a complaint initially dealt with informally can be made formal at the request of the complainant.
Formal complaints must be reported to a Director (who will then log on the compliments and complaints spreadsheet) investigated and the outcome recorded. The CareerWave Director is responsible for monitoring complaints so must be made aware of formal complaints as soon as they are received.
Scanned/emailed copies of all complaints should be sent to CareerWave as soon as they are received.
Notes of any telephone conversations should be taken, and copies kept of all correspondence and forwarded to a CareerWave Director.
Stage 1 – receipt of complaint/processing/immediate response
- Once the complaint has been taken it should be forwarded within 2 working hours to a CareerWave Director. Email should be used whenever possible.
- This person then becomes the owner of the complaint.
- The complaint owner should contact the complainant within 2 further working hours, by telephone if possible, to explain that they are dealing with the complaint, to give the complainant their contact details and to explain the timeframe for resolution.
Stage 2 – Investigation/Agreement of resolution/Confirmation of resolution
The complaint owner takes the following action:
- Investigate the complaint by interviewing staff or customers as necessary. Notes should be taken of phone calls and meetings
- Consult with other parties if appropriate.
- Agree the resolution with the complainant within two working days of receipt of the complaint or within the previously agreed timeline.
- Resolution should be presented/agreed in person where possible or, failing that, by telephone. Resolution should only be presented in writing if no other contact details are available or if specifically requested by the complainant.
- The target timeframe to agree a resolution with all complainants is within two working days of receipt. This may not be possible in complex cases; in which case the complainant should be informed of the proposed timeframe to agree a resolution.
If the complainant is satisfied:
The CareerWave Director will follow up in writing to the complainant to confirm it within a further 5 working days.
Stage 3 – Escalation
If the complainant remains dissatisfied following the initial response the complaint is escalated to an alternative CareerWave Director.
This person is now the complaint owner and will do the following:
- Contact complainant within 2 working hours to explain that they are now dealing with the complaint and to agree the next step – in most cases this will be a face-to-face meeting.
- Write to complainant to confirm that they are dealing with the complaint
- Meet with complainant or speak on the telephone and agree a solution/give a response.
- Follow up in writing
Stage 4 – Final Appeal
In exceptional circumstances if the complainant is still not satisfied after the previous steps they may appeal in writing to the Awarding Body (in the case of guidance centre learners) who will investigate and consult with colleagues who have been involved in the complaint, meet with the complainant to hear the appeal and give a final decision.