Complaints Policy

Posted by SCL Education Group on 22.05.19

Introduction

SCL Education & Training places a significant emphasis on feedback and views the complaints process as a valuable tool to drive improvements in the quality of our services. The policy of SCL Education & Training is to respond to all suggestions, whether positive or negative, in a prompt and courteous manner. All complaints will be treated seriously with a full investigation process in place to seek a resolution which all parties are satisfied upon an outcome.

In all circumstances, individuals and groups are positively encouraged to raise their concerns with the member(s) of staff directly in the first instance.

Scope

This policy applies to all learners and employees of SCL Education & Training.

The purpose of this policy is to provide learners and employees with an understanding of the process of making a complaint.

This policy underpins SCL Education & Training’s core values and will be used objectively and free from discrimination in accordance with the SCL Education & Training Equality and Diversity policy. 

Complaints Procedure

SCL take complaints about our work, staff and learners of SCL and our levels of service, very seriously. If you are not satisfied with any aspect of SCL including staff or associates, please follow the process for raising a complaint:

We will need you to provide us with the following:

  • a clear, detailed description of what your complaint is about
  • copies of any letters or emails or relevant documentation related to the complaint
  • any details relating to the compliant if you have raised them previously informally or directly to the person/person responsible for the matter you are complaining about
  • your email address or postal address (so we can respond to your complaint)

Please send details of the above to the below address or email address, clearly marking the subject matter of your correspondence as: Complaint; this will then be directed to a member of our complaints handling team who will allocate to the correct department or member of staff:

SCL Education & Training, Unit 7, Lakeside Business Park, Swan Ln, Sandhurst, Berkshire GU47 9DN

Or

This email address is being protected from spambots. You need JavaScript enabled to view it.

You will receive notification of receipt of your complaint within 48 hours via email from a member of the Senior Management Team. The handling of any complaint has three stages. During this time, we may need to contact you in writing to seek further information relating to your complaint:

  • Stage 1 – complaints go to the line manager of the individual or team that your complaint references. The team leader will investigate, with a target of responding to your complaint within 10 working days
  • Stage 2 – complaints are investigated by the senior manager responsible for the team that your complaint references. They will investigate with a target of responding to your complaint within 10 working days
  • Stage 3 – complaints are investigated by a senior manager who is independent of the individual or team that your complaint references. They will investigate with a target of responding to your complaint within 10 working days

If you are unhappy with the outcome to your complaint, please contact: Kate Lou (Director of Quality & Performance) This email address is being protected from spambots. You need JavaScript enabled to view it.

Your complaint and the process followed will then be reviewed to ensure that viable measures have been actioned accordingly to resolve your issue to the best of SCL’s ability. Please note due to regulations applicable to employment law and GDPR, you may not always be informed of the outcome of your complaint if it directly applies to a member of staff. We will however, strive to give you as much information as possible regarding the measures SCL have taken to address your complaint.

Complaints we cannot deal with:

We can only handle complaints about the work, staff and levels of service provided by SCL. We cannot deal with complaints regarding any third parties, however are happy to support and give guidance on how to raise a complaint with the organisation directly.

Recording of Complaints

SCL Education & Training and will record all complaints, both formal and informal. A complaints log will be maintained by the Managing Director of Education and Training. All complaints will be monitored and tracked until the complaint has a final outcome. The Managing Director of Education and Training will present an overview of the complaints log to the Senior Management Team on a regular basis.

 

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