Overview of the policy:
The College supports the rights of every student, member of staff, visitor, contractor or member of the public to raise issues or make complaints about our work at Rotherham Opportunities College (ROC). We understand that complaints are a valuable means of getting feedback about what we do and how we do it. Complaints help us to assess and improve our services.
This policy details the way in which complaints can be made and the procedures that will be followed to investigate them and put things right where they have gone wrong.
The purpose of this document is to:
- Ensure that the college has effective procedures to investigate complaints and that, in doing so, it treats everyone fairly, openly and equitably;
- Ensure that complaints are investigated with minimum delay;
- Ensure that those making a complaint know how to do this and are fully supported in doing so;
- Ensure that those responding to a complaint, or are the subject of a complaint, are fully aware of the procedures and their own rights;
- To establish a system for learning from feedback, both immediately and also in the longer term.
The principles on which the policy is based:
ROC will respond and act openly and objectively in relation to all complaints received. Faced with criticisms or complaints, we will be impartial and we will not be defensive. The college seeks to act fairly, not to apportion blame, but to identify problems or weaknesses, to address these and to identify remedies and improvements.
We recognise that local residents, retailers, providers of facilities, contractors and suppliers of services to the college may wish to make complaints about the college’s activities or the conduct of its staff or students. This complaints policy and procedure is open to them all and applies equally to external complaints.
We recognise that for all students, their parents and carers have the right to complain formally for themselves or on behalf of a student, to ROC and/or to the relevant local authority or other funding or placing authority and/or to regulatory authorities. We will provide details of how students, parents or carers may contact funding bodies, regulatory authorities and the relevant local authority.
ROC will treat those who complain or are the subject of a complaint with sensitivity. We will not take any form of punitive action against students or members of staff or others making a complaint unless it is found to be malicious.
The college will treat both those who complain and those who are the subject of a complaint with dignity and respect, equally irrespective of race, ethnic origin, gender, gender re-assignment, marital or parental status, sexual orientation, religion or belief, disability, age or political belief.
Persistent or serial complaints which the college considers to have already been thoroughly investigated and about which appropriate action has been taken to remedy the situation, will not be pursued. However, should circumstances change or new information emerge in connection with the case, the investigation may be re-opened.
The Directors will:
- Monitor and review the Complaints Policy at least annually;
- Receive reports analysing trends and detailing any issues arising and recommendations to be addressed;
- Make key decisions following recommendations made in response to complaints;
- Ensure that the Complaints Policy and procedures are communicated, understood and applied, including training for key staff relating to the policy and procedure;
- Establish record keeping systems to capture and track information related to complaints.
The Principal and Senior Leadership Team will:
- Ensure that this policy and these procedures are followed effectively in their provision;
- Provide reports to the Directors about all complaints received. This includes analysis of issues and trends, monitoring of standards, issues arising, actions taken and recommendations to be addressed;
- Establish record keeping systems to capture and track information related to complaints involving students
- Review completed complaints at 3, 6 and 12 months to review lessons learned and ensure actions are maintained.
Staff are expected to:
- Become familiar with the policy and procedures and to put the procedure into practice;
- Ensure that all complaints, including those made by students or others on their behalf, are reported according to the complaints procedure to the Principal within one working day of receiving it;
- Ensure that all complaints, actions and resolutions are recorded appropriately in accordance with this guidance.
Students:
- Are able to raise any queries or complaints, both major and minor, about their education with their Pathway Tutor, Pastoral Lead, Learning Coach or any other member of staff if they would prefer;
- Will be provided with appropriate support to pursue their complaint, including being supported by an appropriate staff member, by their parent or carer or by a supportive friend who can act as their advocate.
Recording and storage of complaints and investigation notes:
All written complaints, reports and investigation notes will be saved on the Shared Drive under:
SLT – Complaints – Academic Year – Date of Complaint
The complaints log is also saved on the Shared Drive, access is limited to designated members of staff e.g. SLT members.
Procedure:
When someone complains about something that happens at or in relation to ROC a four stage process will be used to make sure the complaint is dealt with appropriately and that an acceptable resolution is found in a suitable period of time. The four stages are as follows:
Stage 1: Informal.
This is where the complainant discusses the situation they wish to complain about with a member of the Senior Leadership Team (SLT) to reassure the complainant that their concern is taken seriously and that something will be done to address the issues raised. If the complainant is not satisfied with the response they receive at this stage, their complaint will be raised to Stage 2.
Stage 2: College based investigation.
This is where the complaint is set out in writing and the Principal will ensure that the matter is investigated by a member of Senior Leadership Team. Where the complaint is about the Principal, then the Chair of Directors will ensure that the issue is investigated. If the complainant is not satisfied with the written response they receive to their complaint, a Stage 3 procedure will follow.
Stage 3: Investigation carried out on behalf of the Directors & Governors.
This is where the complaint sets out in writing their dissatisfaction with the outcome of the Stage 2 complaint procedure. On behalf of the Directors an external consultant will be appointed to investigate. If the complainant is not satisfied with the written response they receive to their complaint, a Stage 4 procedure will follow.
Stage 4: Referral to relevant statutory authority.
Contact details for the relevant statutory authority will be provided on request.