Applies to:
FE Associates Limited
Reason for policy:
To resolve complaints in a timely and effective manner, to use the information to improve our service, and to ensure complaints can be handled professionally.
Policy
It is acceptable that at times, a person can feel aggrieved by their treatment or service, and it is essential that FE Associates (FEA) have a professional mechanism to deal with the complaint.
Receiving Complaints
Complaints may arrive through channels publicised for that purpose, or through any other contact details or opportunities the complainant may have.
Complaints received by telephone or in person will need to be recorded, and the person who receives a complaint by phone or in person should:
- Write down the details of the complaint.
- Tell the complainant that we have a complaints procedure and make them aware of further stages should an immediate resolution not be met.
- Tell the complainant what will happen next and how long it will take.
- Where appropriate, ask the complainant to send a written account by post or email so that the complaint is recorded in the complainant’s own words.
Monitoring
The Compliance Manager will receive monthly reports on complaints, and on a quarterly basis the Executive Group and Board will be presented with a summary. The Director of Quality analyses complaints for trends and investigates appropriate action to improve service provided.
Additional Information
Complaints against the Managing Directors should be addressed to the Chair of the Board at FE Associates, 9 Apex Court, Woodlands, Bradley Stoke, BS32 4JT.
If the complainant is still not happy with resolve they can approach the appropriate Awarding Body and /or ESFA as the funders of their qualification.
