Please note: This Complaints policy applies to all ADL courses and qualifications including external ICB (institute of Certified Bookkeepers) and RHS (Royal Horticulture Society) qualifications.<\/p>\n
Scope of the policy<\/strong> Location of the policy<\/strong> Communication of the policy<\/strong> Review of the policy<\/strong> Policy Statement<\/strong> Statement of Principles<\/strong> Making a complaint is as easy as possible Definition: A complaint can be defined as ‘any expression of dissatisfaction that relates to ADL and that requires a formal response’.<\/p>\n Purpose: The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.<\/p>\n ADL\u2019s responsibilities are to:<\/strong><\/p>\n Acknowledge the formal complaint in writing Confidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and ADL maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own merit). Should this be the case, the situation will be explained to the complainant.<\/p>\n Complaints Procedure<\/strong><\/p>\n Stage 1<\/strong><\/p>\n If a complaint is unable to be resolved informally, the complainant should write\/email their complaint to a relevant ADL member, so that they have a chance to put things right. In the letter\/email, it should set out the details of the complainant\u2019s complaint, the consequences for them as a result, and the remedy they are seeking.<\/p>\n Complaints will be acknowledged by ADL within 2 working days of receipt of a complaints. Complaints will be investigated by relevant ADL staff members. As part of the investigation regarding a complaint, a ADL staff member may undertake interviews with the relevant people involved. A complainant will be informed of the investigation outcome and decision within 10 days of a complaint being acknowledged (this may be extended, depending on the nature of the complaint).<\/p>\n Stage 2<\/strong> ADL aim is to resolve all matters as quickly as possible. However, some issues will be more complex and therefore, may require longer to be fully investigated. If a matter requires more detailed investigation, a complainant will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.<\/p>\n Final Stage<\/strong> All documents relating to a complaint must be saved and stored securely with ADL and made available to third parties subject to students permission.<\/p>\n —————————————————————————————————<\/p>\n The following Complaints Policy is in accordance with accreditation TQUK policies and applies to courses approved by TQUK:<\/p>\n Scope of the policy<\/strong> Location of the policy<\/strong> Communication of the policy<\/strong> Review of the policy<\/strong> Policy Statement<\/strong> Statement of Principles<\/strong> Making a complaint is as easy as possible Definition: A complaint can be defines as ‘any expression of dissatisfaction that relates to ADL and that requires a formal response’.<\/p>\n Purpose: The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.<\/p>\n ADL\u2019s responsibilities are to:<\/strong><\/p>\n Acknowledge the formal complaint in writing Complaints Procedure<\/strong><\/p>\n Stage 1<\/strong><\/p>\n If a complaint is unable to be resolved informally, the complainant should write\/email their complaint to a relevant ADL member, so that they have a chance to put things right. In the letter\/email, it should set out the details of the complainant\u2019s complaint, the consequences for them as a result, and the remedy they are seeking.<\/p>\n Complaints will be acknowledged by ADL within 2 working days of receipt of a complaints. Complaints will be investigated by relevant ADL staff members. As part of the investigation regarding a complaint, a ADL staff member may undertake interviews with the relevant people involved. A complainant will be informed of the investigation outcome and decision within 10 days of a complaint being acknowledged (this may be extended, depending on the nature of the complaint).<\/p>\n Stage 2<\/strong><\/p>\n If a complainant is not satisfied with the initial response to a complaint, they can write to ADL Centre Manager\/Chief Exec. and ask for their complaint and the response from ADL to be reviewed.<\/p>\n Centre Manager\/Chief Executive will acknowledge a complaint within 2 working days of the receipt of a complaint. Responses to complaints will be within 10 workings days of the acknowledgement.<\/p>\n ADL aim is to resolve all matters as quickly as possible. However, some issues will be more complex and therefore may require longer to be fully investigated. If a matter requires more detailed investigation, a complainant will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.<\/p>\n Final Stage<\/strong><\/p>\n If a complainant is not satisfied with the subsequent reply from ADL Centre Manager\/Chief Executive then they have the option to contact TQUK with regards to their complaint. TQUK will undertake an investigation into any complaints received, in line with TQUK’s Complaints Policy.<\/p>\n All documents relating to a complaint must be saved and stored securely in the centre. TQUK must be given access to any information or documents regarding any complaints when requested.<\/p>\n","protected":false},"excerpt":{"rendered":" Please note: This Complaints policy applies to all ADL courses and qualifications including external ICB (institute of Certified Bookkeepers) and RHS (Royal Horticulture Society) qualifications. Scope of the policy This policy applies to all ADL \u2013 Academy for Distance Learning students and staff members who are using or delivering ADL courses or qualifications. Location of […]<\/p>\n","protected":false},"author":9,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"yoast_head":"\n
\nThis policy applies to all ADL \u2013 Academy for Distance Learning students and staff members who are using or delivering ADL courses or qualifications.<\/p>\n
\nThis policy is available for all staff members and learners to access.<\/p>\n
\nIt is important that staff involved in the management, delivery, assessment and quality assurance of ADL qualifications and learners undertaking these qualifications, are fully aware of the contents of the policy.<\/p>\n
\nADL will review the policy annually and revise it as and when required in response to student feedback, changes in practices. Our review will ensure that our procedures continue to be consistent with the regulatory criteria and are applied properly and fairly in arriving at judgements.<\/p>\n
\nADL is committed to providing a quality service for its learners and staff members, working in an open and accountable way that builds the trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our staff members, learners, and in particular by responding positively to complaints, and by putting mistakes right.<\/p>\n
\nADL aim to ensure that:-<\/p>\n
\nWe treat a complaint as a clear expression of dissatisfaction with our service, which calls for an immediate response
\nWe deal with it promptly, politely and confidentially
\nWe respond in the right way – for example, with an explanation or apology
\nWe learn from complaints, use them to improve our service, and review annually our complaints policy and procedures
\nWe recognise that many concerns will be raised informally, and dealt with quickly. Our aims are to:-
\nResolve informal concerns quickly
\nEnable mediation between the complainant and the individual to whom the complaint has been referred
\nAn informal approach to dealing with a complaint may be appropriate; however, if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure must be followed.<\/p>\n
\nRespond within the stated period of time
\nDeal reasonably and sensitively with the complaint
\nTake action where appropriate<\/p>\n
\nIf a complainant is not satisfied with the initial response to a complaint, they can write to ADL Centre Manager\/Chief Exec. and ask for their complaint and the response from ADL to be reviewed.
\nCentre Manager\/Chief Executive will acknowledge a complaint within 2 working days of the receipt of a complaint. Responses to complaints will be within 10 workings days of the acknowledgement.<\/p>\n
\nIf a complainant is not satisfied with the subsequent reply from ADL Centre Manager\/Chief Executive then they have the option to contact an external source with regards to their complaint. ADL will undertake an investigation into any complaints received, in line with ADL’s Complaints Policy.<\/p>\n
\nThis policy is provided for ADL \u2013 Academy for Distance Learning students and staff members who are using or delivering the courses or qualifications ADL offer.<\/p>\n
\nThis policy is available for all staff members and learners to access.<\/p>\n
\nIt is important that staff involved in the management, delivery, assessment and quality assurance of TQUK qualifications and learners undertaking these qualifications, are fully aware of the contents of the policy.<\/p>\n
\nADL will review the policy annually and revise it as and when required in response to student feedback, changes in practices, actions require by TQUK or changes in legislation. Our review will ensure that our procedures continue to be consistent with the regulatory criteria and are applied properly and fairly in arriving at judgements.<\/p>\n
\nADL is committed to providing a quality service for its learners and staff members, working in an open and accountable way that builds the trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our staff members, learners, and in particular by responding positively to complaints, and by putting mistakes right.<\/p>\n
\nADL aim to ensure that:-<\/p>\n
\nWe treat a complaint as a clear expression of dissatisfaction with our service, which calls for an immediate response
\nWe deal with it promptly, politely and confidentially
\nWe respond in the right way – for example, with an explanation or apology
\nWe learn from complaints, use them to improve our service, and review annually our complaints policy and procedures
\nWe recognise that many concerns will be raised informally, and dealt with quickly. Our aims are to:-
\nResolve informal concerns quickly
\nEnable mediation between the complainant and the individual to whom the complaint has been referred
\nAn informal approach to dealing with a complaint may be appropriate; however, if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure must be followed.<\/p>\n
\nRespond within the stated period of time
\nDeal reasonably and sensitively with the complaint
\nTake action where appropriate
\nConfidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and ADL maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own merit). Should this be the case, the situation will be explained to the complainant.<\/p>\n