Solveway is committed to ensuring that any complaints received are addressed in an open, transparent manner to the satisfaction of all parties involved. Solveway welcomes the opportunity to investigate and deal with any deficiencies in its services.
This policy and procedure is designed to clarify the process both for those making a complaint, and staff dealing with complaints.
This policy and procedure is designed to address general complaints within Solveway where the delivery of a service has resulted in the complainant experiencing injustice or hardship. Any complaints received in areas covered by specific Solveway policies and procedures, such as Internal Assessment Appeals, will be addressed in accordance with these policies and procedures. Where this is the case, the complainant will be notified which policy and procedure will be used to address their complaint.
All complaints received by Solveway will be treated as confidential and only those staff directly involved will be made aware of the detail of the complaint.
As complaints can potentially cover a wide variety of topics the following are general points on how a member of staff should deal with a complaint. Our commitment is to –
Take all complaints seriously. Whatever the subject of the complaint may be, by complaining the complainant has attached value to the subject and this should be respected by the member(s) of staff involved.
Remain professional. In an organisation with a high degree of face to face contact, it is perhaps inevitable that there will be a proportion of complaints relating to staff. If a complaint relates to you, please remember that you are responding as a member of Solveway staff and not as an individual. In these circumstances, it is perfectly reasonable to refer the individual to the Academy Manager.
Clear Communication. If the complaint cannot be resolved immediately, the complainant should be informed about the complaints process, when a response may be expected and the method to be used for communicating this information.
Clear upward referral if required. If you are unable to address a complaint, or if the complainant remains unsatisfied with the outcome, please ensure the complainant is provided with the information below.
The governing principle of complaints handling within Solveway is to resolve complaints quickly when they occur, and we would encourage complainants to make their initial approach to staff in the area of the Solveway related to the complaint.
Solveway does recognise that in some instances, the complainant may not be comfortable with this as an initial approach, and in these circumstances complainants are advised to discuss their complaint with the relevant Academy Manager.
If the complainant does not feel comfortable with either of the above options, or feels that the complaint has not been fully addressed, they can bring their complaint to the attention of Solveway’s senior management team.
The complainant should submit a complaint in writing (via letter, e-mail to firstname.lastname@example.org; or send this to:
20, Heathcliff Avenue
Hertfordshire SG5 4EY
The written complaint should provide as much as possible, including
A Solveway representative will acknowledge receipt of the complaint within 5 working days, and will normally investigate and respond to the complaint within 15 working days.
If the response is anticipated to take longer, the complainant will be informed of the reasons for the delay and the anticipated response time.
Should the complainant feel that the complaint has not been resolved to their satisfaction, they can appeal the decision made by Solveway. If this is the case, the complainant should appeal in writing to the Managing Director, using the contact details above. The Managing Director will then pass the appeal to a member of the Senior Management Team who was not involved in the original complaint investigation, for a further investigation and assessment.
If the complainant remains unsatisfied with the outcome from a complaint, provided the steps above have already been followed, independent external support can be used.