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PRIVACY POLICY
COMPLAINT - A grievance, problem, difficulty or concern
Complaint – a grievance, problem, difficulty or concern
POLICY STATEMENT
[HEAL’IN US LLC ] recognises the importance of learner complaints and welcomes complaints
as a valuable form of feedback about its services. We are committed to using the information
we receive to help drive forward improvements.
This procedure outlines the aims of [HEAL’IN US LLC] in dealing with complaints and sets
out what you as the customer can expect when making a complaint regarding a service.
A complaint is a way of letting us know that you are not happy with a particular service. We
welcome your feedback. A complaint may be about delay, lack of response, discourtesy, failure
to consult or about the standard of service you have received.
So please let us know if:
● you think we have done something wrong
● we have not done something that we said we would do
● you are not satisfied with a particular service or set of services that we provide
ANONYMOUS COMPLAINTS
We understand that it might be difficult for you to complain because you are worried that your
complaint could result in a poorer service. Please be assured that we treat all complaints in the
strictest confidence, and that it is your right to complain. If you do not provide us with a contact
name or address, it will not be possible for us to get back to you with the outcome of the
investigation
PROCEDURE
In the first instance, the complaint should be discussed with the team member concerned and
resolution sought within 48 hours of the incident occurring. If this is successful and a resolution
is reached, the complaint should be documented on the attached Appendix (1) and sent to the
Company Administrator for filing. This should be received by the Company Administrator by the
end of the next working day. There will be no further action taken.
In the case of an individual wishing to make the complaint, who feels unable to discuss the
complaint with the team member concerned, the matter should be referred to the Training
Manager within 48 hours of the incident occurring. The Training Manager should then contact
the Company Owner within the next 7 days to make them aware of the complaint. The nature of
the complaint will be documented as per Appendix (2) and sent to the Training Manager.
On receipt of the complaint, the nature of the complaint will be brought to the attention of the
team member concerned and discussed within 48 hours of receiving the complaint. The Training
Manager will then contact the individual making the complaint with a view to resolve.
If resolution cannot be found, the Training Manager will arrange a meeting with all relevant
parties and agree a resolution. This will take place within 30 days. This will be final.
The Company Administrator will maintain a record of all complaints and make these available on
request. All complaints must be regarded as confidential and discussed only with those parties
involved.
In the instance where the complaint is around an assessment / verification decision, then the
stages outlined in the Appeals Procedure must be followed.
CPD APPEALS & POLICIES
Appeals Procedure for students enrolled on CPD
courses
We at the [HEAL’IN US LLC ] provide a formal route for our learners wishing to appeal
against an assessment decision. All learners are assessed against the relevant learning
outcomes for the course and regulating organisation criteria, where applicable. Assessment
decisions are made by internal Assessors.
Areas for Appeal
Our Appeals Policy enables learners in certain situations to make a formal appeal against a
recommendation or assessment decision relating to:
1. the Assessor’s decision on any element of assessment that differs to that of our
Internal Quality Assurer’s decision (for example, if an internal assessment has been
marked by the Assessor as achieved but the Internal Quality Assurer disagrees with
this decision).
2. an application for a reasonable adjustment or special consideration
submitted to the regulating organisation for approval.
3. our final, overall assessment decision for a CPD Course.
Grounds for Appeal
The following is a list of examples and is not exhaustive:
● A reasonable adjustment was refused without reason, or a decision to limit a
requested for a reasonable adjustment proved to be inappropriate or insufficient.
● The learner requested special consideration, but this does not seem to have been
applied.
● There was inappropriate or irregular conduct on the part of the Assessor.
Appeals Process
Stage 1
The learner should discuss on the day they receive the assessment decision their intention
to appeal that decision directly with the Assessor responsible for informing the learner of
that decision. If the learner is dissatisfied with the outcome of this discussion, the learner
should request a ‘Learners Appeals Application’ form which can be posted or email to you.
The learner must submit this form within five days of the date of the assessment and
include with it any supporting evidence (see additional notes below). Appeals received after
this time will not be heard.
Appendix1
Record of Complaint
Name of Individual making the complaint: Location:
Date:
Nature of complaint
Resolution Agreed:
Signed Complainant:
Date:
Signed by Training Manager
Date:
Appendix 2
Referral of Complaint
Date of referral:……………………………………………………………………………………….............
Training Managers Name: ……………………………………………………………………………………….
Nature of complaint:
Date Referred to Head of Assessment Centre:…………………………………………………...............
Actions agreed:
Signed off by Training Manager:………………………………………………………….Date: Signed
Complainant:……………………………………………………………………..Date
Name: ??
Position: ??
Date: ??
Signature: ??
Review of Policy: ??