Complaints Policy

Policy Statement

STA Excel is committed to providing an efficient and high standard of service to all encompassed within the centre. We take every care to ensure that all aspects of our service meet user expectations, however we are aware that there may be occasions when we do not meet expectations and action may be required to address any issues.

Purpose

• To ensure everyone has the right to raise a complaint if they are unhappy with any element of the service and how to do so
• Implement a clear and precise complaints procedure
• Ensure complaints are dealt with promptly and efficiently
• Ensure the complainant receives a clear explanation of the outcome and any action taken
• Review any complaints and feedback received to help improve our products and service
• Review complaints to improve our quality assurance standards
• Define the timescales the complainant can expect to wait for an outcome.

Vexatious Complaints

A complaint may be considered vexatious if it is part of a pattern of requests or stands alone, and it:

• Clearly lacks any serious purpose or value
• Is intended to cause disruption or annoyance
• Results in the harassment of STA or its staff, or
• Can reasonably be described as obsessive or manifestly unreasonable.

The decision to classify a complaint as vexatious must be provided in writing, including the reasons for the determination. Complaints deemed vexatious will not proceed further.

Frivolous Complaints

A complaint may be considered frivolous if:

• It is clearly not serious or sensible in its content, attitude, or behaviour,
• There is no clear desire for resolution, or the proposed resolution is neither sensible nor realistic, indicating a lack of seriousness,
• It is reasonable to assume the complaint was not intended to be taken seriously or to seek resolution, but not to the extent of being vexatious or malicious.

A complaint will not be classified as frivolous merely because it is inconvenient to the recipient. The decision to label a complaint frivolous must be provided in writing, along with the reasons for the determination. Complaints deemed frivolous will not proceed further.

Malicious Complaints

A complaint may be considered malicious if:

• There is evidence of an intent to cause harm or trouble, whether explicitly stated by the complainant or implied,
• Even without direct evidence, it is reasonable to assume that the complainant intended to cause harm or mischief,
• Malice can be inferred when no genuine resolution is being sought, as a true complaint aims to be put right.

Malice may be directed towards individual staff members or at STA. A decision to deem a complaint malicious must always be given in writing together with the reasons upon which the decision was based. Complaints deemed malicious will not be progressed.

This policy should not be used for any dissatisfaction relating to assessment decisions; such queries should be referred to the appeals policy.

Responsibilities

Centre Co-Ordinator

The centre co-ordinator has the following responsibilities within the complaints policy:

• Ensure tutors and assessors are aware of how to raise a complaint
• Ensure learners are aware of how to raise a complaint
• Take reasonable actions to prevent complaints
• Ensure the procedures for a complaint are followed correctly within the specified timescale
• Investigate the relevant individuals and/or evidence impartially
• Inform the relevant parties of any complaint outcome
• Monitor feedback and/or complaints including the reasons and outcomes.

Tutor

The tutor has the following responsibilities within the complaints policy:

• Remain up-to-date with relevant awarding organisation policies and STA Excel policies
• Refer to the complaints policy when required
• Try and resolve any dissatisfaction or concerns via the informal complaints process where possible
• Support centre personnel by providing any required statements, feedback, paperwork etc for complaints investigations
• Feedback any concerns or issues to the centre co-ordinator.

Assessor

The assessor has the following responsibilities within the complaints policy:

• Remain up-to-date with relevant awarding organisation policies and STA Excel policies
• Refer to the complaints policy when required
• Try and resolve any dissatisfaction or concerns via the informal complaints process where possible
• Support centre personnel by providing any required statements, feedback, paperwork etc for complaints investigations
• Feedback any concerns or issues to the centre co-ordinator.

Internal Quality Assurer

The IQA has the following responsibilities within the complaints policy:

• Remain up-to-date with relevant awarding organisation policies and STA Excel policies
• Refer to the complaints policy when required
• Try and resolve any dissatisfaction or concerns via the informal complaints process where possible
• Support centre personnel by providing any required statements, feedback, paperwork etc for complaints investigations
• Feedback any concerns or issues to the centre co-ordinator.

Procedure

Informal Complaint

Individuals are encouraged to discuss any complaints with centre personnel, who where possible will look to resolve the issue. Alternatively, the learner or centre personnel may wish to discuss any problems with the centre co-ordinator, this may be via face-to-face discussions, email, letter or phone call. The centre co-ordinator will offer help and guidance on how to overcome the problem, however if centre personnel are unable to come to an agreed solution with the complainant a more formal approach may be required.

Formal Complaint

If the complainant is unable to resolve the issue via the informal process they will need to submit the information to the centre in writing, including any supporting evidence to:

STA Excel
Anchor House
Birch Street
Walsall
West Midlands
WS2 8HZ

Or via email to info@staexcel.co.uk.

The complainant will receive an acknowledgement of receipt within 7 days of submission of the complaint.

The centre co-ordinator will review the complaint and if further investigation is required, may request the assistance of an impartial internal quality assurer (IQA) acting as an adjudicator. STA Excel aims to notify the complainant and any relevant parties of the outcome within 28 days from the submission of the written complaint. In the event that the investigation is more complex and takes longer than 28 days, the relevant parties will be informed of the extension period before the 28-day period is reached.

Referral

If the complainant is not satisfied with the outcome from STA Excel they may refer their complaint to the appropriate awarding organisation via the relevant policy.

Monitoring and Review

This policy and its implementation will be reviewed annually. STA Excel are committed to making continual improvements to ensure that the procedures are fit for purpose and that we are meeting and surpassing the expectations of our learners and centre personnel. Where a complaint relates to the structure of the qualification, or any other regulatory requirement out of STA Excel’s control, STA Excel will follow the relevant awarding organisation’s policy on the learner’s behalf.

Supporting Information

Appeals Policy

View Policy

Malpractice and Maladministration Policy

View Policy

Safety Training Awards Website

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