Chequers Academy welcomes feedback about its services as a means of continuous improvement and is keen to receive any complaints or suggestions for improvement. This policy is to ensure all complaints and concerns are handled as efficiently and effectively as possible. Concerns, Complaints, Compliments can be sent via: info@chequersacademy.co.uk
Definitions
Concern: A concern is an expression of worry or anxiety about something that may or may not be happening. It is a feeling of unease or apprehension about a situation, person, or event. Concerns can be rational or irrational, and they can be based on facts or assumptions. People express concerns when they want to bring attention to a potential problem or issue that may need to be
addressed.
Complaint: A complaint is an expression of dissatisfaction or annoyance about something that has happened or is happening. It is a formal or informal statement of displeasure or criticism about a product, service, or situation. Complaints are usually based on specific incidents or experiences that have not met the expectations of the person making the complaint. People make complaints when they want to seek redress or resolution for a perceived wrong or injustice.
Complainant: A complainant can be defined as an individual who raises a complaint.
Our Responsibilities
- To provide an efficient, fair, and structured mechanism for handling complaints
- To provide service users with access to the complaints handling process, including those with disabilities and special needs
- To keep complainants informed as to the progress of their complaint and the expected timeframe for resolution
- Bi-Monthly reviews of complaints.
Handling a complaint
- Upon receipt of a complaint, acknowledgement should be given to the complainant or in writing within 2 business days
- The complaint is to be reviewed by the Manager and graded accordingly to the complexity and severity of the issue raised
- If the complaint does involve another organization, consent will be required from the complainant, to pass on the letter to the organization in order for a complete response to be issued.
- Progress of the complaint, proposed actions, and the expected resolution must be communicated between the complainant and Chequers Academy
- Chequers Academy aim to resolve complaints in a timely manner, within 20 business days
- Complex complaints may take longer than 2 working days. In these cases, regular updates on the progress and likely timeframe must be communicated between the complainant and Chequers Academy
Time Limits on raising a complaint
A complaint must be made within twelve months of the date on which the matter which is subject of the complaint occurred or within six months of the date on which the matter which is subject of the complaint came to your notice. Where a complaint is made after the expiry period, the Manager may investigate the matter if they believe the service user has good reasons for not making the complaint with in the specified period.
Confidentiality
If a complaint is made on behalf of someone else, Chequers Academy must obtain authorization from the service user involved. If the service user is unable to provide such consent, Chequers Academy will seek authorization based on the legal framework to ensure the complaint can be
progressed.
Letters of complaint or the responses are to be kept safe and secure in Chequers Academy central location.
All responses by letter will be sent by post, via Royal Mail tracked, to the address provided by the complainant.
Being Open
Chequers Academy policy is to provide those raising concerns and complaints with an open and transparent explanation of the events giving rise to their complaint. This will include:
- An explanation of how the complaint has been considered
- An apology if appropriate
- An explanation based on facts
- Whether the complaint in full or in part is upheld
- The conclusions reached in relation to the complaint including any remedial action that Chequers Academy considers appropriate
- Where possible, respond to people about any lessons learnt
Compliments
It is a great morale booster for our staff when customers take the time to write to us in appreciation of the treatment and care they received. Such correspondence is always recorded centrally, acknowledged, and passed on to the staff involved. This can be sent to us via the communication
methods listed on this page.
