Gardner Hall Assessment Centre - Complaints Procedure

1 Introduction

This procedure seeks to ensure that complaints regarding the service provided by the Assessment Centre at the Royal National College are taken seriously and complainants treated fairly and reasonably.

The Royal National College has its own separate procedures for dealing with matters related to its operation, which can be provided if required. The procedure outlined below is designed for all complaints which, because they are related to the operation of the Assessment Centre, are not directly covered in College policies and procedures. If the complaint cannot be resolved through the Assessment Centre’s Complaints Procedure the College procedure will then apply.

Note: This procedure does not cover issues related to the operation of the National Network of Assessment Centres or other agencies or institutions with which the Assessment Centre works. Details of where such complaints should be directed can be provided on request.

2 Basic principles

The guiding principles of this procedure are that the complaint shall be:

· Treated seriously and with fairness;

· Dealt with quickly, simply and consistently;

· Progressed through an informal stage, or stages if necessary, and, if the issue cannot be resolved at this stage, followed by a formal stage or stages;

· Without prejudice to a client’s right to legal recourse.

3 Procedure

Informal Stage 1

In the first instance, the complainant should approach the Corporate Hospitality and Commercial Manager, who has managerial responsibility for the Access Centre, via the Centre Commercial Assistants Team [all contact details below]. The Corporate Hospitality and Commercial Manager will ask the complainant to outline the issues in detail and what they feel would be a satisfactory outcome. This discussion may be conducted by telephone, electronic mail, face to face or using another appropriate medium as agreed between the parties. The outcome, which it is hoped will include resolution of the complaint, will be communicated in writing to all parties concerned within 5 working days of the discussion.

Informal Stage 2

If the issue cannot be resolved at Informal Stage 1 a face-to-face meeting may then be arranged to provide the opportunity for more detailed discussion and resolution of the complaint.

If any additional information is required the Corporate Hospitality and Commercial Manager may offer an additional date/time for a further meeting or other contact, which will be within 5 working days of the meeting. The person making the complaint may wish to bring a friend or advocate with them to the meeting. Notes will be taken during the meeting and written confirmation of the discussion which took place, and the outcome, will be communicated in writing to all parties concerned within 5 working days of the meeting.

If the complaint is resolved at the informal stage no further action is necessary. If the complaint is not resolved the Formal Stage will apply.

Formal Stage 1

I The complainant should write to the Corporate Hospitality and Commercial Manager outlining their complaint in detail and specifying what they feel would be a satisfactory outcome.

II The Corporate Hospitality and Commercial Manager will ensure that all notes, correspondence and other relevant information related to the complaint and arising from Informal Stages 1 and 2 are available.

III The Corporate Hospitality and Commercial Manager will respond to the complainant, offering a meeting at which all outstanding issues can be discussed. The person making the complaint may wish to bring a friend or advocate with them to the meeting. Notes will be taken during the meeting and written confirmation of the discussion which took place, and the outcome, will be communicated in writing to all parties concerned within 5 working days of the meeting.

Formal Stage 2

I The complainant should write to the College’s Principal/CEO outlining their complaint in detail and specifying what they feel would be a satisfactory outcome.

III The Principal/CEO will respond to the complainant, offering a meeting at which all outstanding issues can be discussed. The person making the complaint may wish to bring a friend or advocate with them to the meeting. Notes will be taken during the meeting and written confirmation of the discussion which took place, and the outcome, will be communicated in writing to all parties concerned within 5 working days of the meeting.

If the complaint is not resolved at the Formal Stage advice mediation may be sought from an external body as appropriate to the specific complaint.