COMPLAINTS PROCEDURE

Homa Complaints ProcedureAudio Version
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Homa.London is committed to providing a high quality training and working in an open and accountable way that builds trust and respect between trainees, tutors and staff. One of the ways in which we can continue to improve our training is by listening and responding to the views of our trainees and staff, and in particular by responding positively to complaints, and by putting mistakes right. 

Therefore we aim to ensure that:

  • making a complaint is as easy as possible

  • we treat a complaint as a clear expression of dissatisfaction with an aspect of the training or of the organisation which calls for an immediate response

  • we deal with it promptly, politely and, when appropriate, confidentially

  • we respond with an explanation, or an apology where we have made a mistake or information on any action taken to rectify a problem.

  • we learn from complaints, use them to improve our training and or organisation, and review annually our complaints policy and procedures

 

We recognise that many concerns will be raised informally in person with a tutor or staff member and will be dealt with promptly and respectfully.

Our aims are:

  • To resolve informal concerns and complaints promptly

  • To engage in conversation with the complainant and to listen to their complaint with respect and openness

  • To enable mediation between the complainant and the individual to whom the complaint has been referred where appropriate

 

This policy provides guidelines for dealing with complaints from trainees about our training, facilities and staff.

1. Definitions     

A complaint is defined as any expression of dissatisfaction, however it is expressed. This would include complaints expressed face to face, via a phone call, in writing, via email or via our complaints form. All staff and tutors will identify an “expression of dissatisfaction” even when the word “complain” or “complaint” is not used. 

2. Complaints

The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.

3. Responsibilities

Homa.London is responsible for:

  • Acknowledging the formal complaint in writing

  • Responding within a stated period of time

  • Dealing reasonably and sensitively with the complaint

  • Taking action where appropriate

 

A complainant is responsible for:

  • Bringing their complaint to the attention of Homa.London, if possible in writing to hello@homa.london or via the Homa complaints form. In addition they may ask to arrange a face to face meeting

  • Raising concerns promptly and directly with a tutor or staff member

  • Explaining the problem as clearly and as fully as possible, including any action taken to date

  • Allowing Homa.London a reasonable time to deal with the matter

  • Recognising that some circumstances may be beyond Homa.London’s control

 

4. Confidentiality: 

Except in exceptional circumstances, every attempt will be made to ensure that Homa.London maintains the confidentiality of the complainant. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own merits). Should this be the case, the situation will be explained to the complainant.

5. Complaints Procedure:

Written records will be made by Homa.London at each stage of the procedure and will be shared with the complainant.

Stage 1

In the first instance, tutors or staff member(s) will establish the seriousness of the complaint. An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Stage 2

If the complaint cannot be resolved informally, the trainee will be advised that a formal complaint may be made and the following procedure will be explained to them. It may sometimes be appropriate for a different member of staff to make this explanation.

  1. A formal complaint can be made either verbally or in writing. If in writing, this will be done using the Homa.London complaints form. If verbally, a written statement will be made by a member of the Homa Training Team or a staff member and a copy will be given to the complainant  to agree.

  2. In all cases, the complaint will be passed on to a member of  the Homa Training Team.

  3. A member of the Homa Training Team will be appointed to take primary responsibility for the complaint and will acknowledge the complaint in writing within one week of receiving it.

  4. The appointed member of the Homa Training Team will investigate the complaint by listening to and having meetings/conversations with all parties involved.

  5. The complainant and the person or persons against whom the complaint is being made will be asked to bring a support person to these meetings.

  6. Any conclusions or agreements reached will be discussed with relevant tutors or staff members.

  7. The person making the complaint will receive a response based on the meetings and conversations within four weeks of the complaint being received. This may be in writing or in person. If this is not possible then a letter will be sent explaining why.