Complaints Procedure
DAC Training Solutions is committed to providing a high quality service for all its learners, staff, clients and the community. Its policy is to welcome and to try and satisfy complaints from all who use the company and to use the information to improve the services it offers.
DAC Training Solutions will deal with legitimate complaints in a fair, prompt and objective manner. Complaints will be dealt with without recrimination and learners will not be disadvantaged by raising complaint. Anonymous complaints will not be accepted. However, all information is kept in strict confidence, shared only on a need to know basis. DAC Training Solutions staffs are expected to respond positively to complaints and to alert learners or clients to the Complaints Procedure.
DAC Training Solutions will be fair in its treatment of all those who complain irrespective of age, gender, ethnicity and disability.
Complaints will be dealt with promptly and constructively. All complaints will be dealt with in confidence but shared with any person who may be the subject of a complaint. The outcomes of any complaint will be shared with the complainant and any DAC Training Solutions staff involved. Complaints made which, on investigation, turn out to be malicious, may result in disciplinary action.
The Managing Director has overall responsibility for the Complaints Procedure and may nominate another person to investigate the complaint.
Scope of Complaints Procedure
The Procedure deals with complaints arising from:
Delivery (or lack of delivery) of academic services or training include teaching, course content, tutoring and learner support.
Incorrect or misleading information about services provided by DAC Training Solutions.
Delivery (or lack of delivery) of support services provided by DAC Training Solutions including administration of fees, enrolment, and examination registration.
Unacceptable behaviour by staff.
How to Complain
The Student welcome Book will give guidance as to how comments and complaints may be made and how to contact the managing Director for advice. All learners will receive a copy of the Student Induction Book at enrolment.
The staff handbook will contain a copy of this Complaints Policy and Procedure. New staff will be informed of this Complaints Procedure during their induction programme.
N.B. Very serious complaints, for example those that involve the Police, will be responded to through the Formal Complaints Procedure.
Stage 1: Informal Resolution of Complaints
Most complaints should be able to be resolved by discussion between the complainant and the appropriate member of staff. The complaint must be made orally or in writing and the member of staff receiving the complaint should make a response within 10 working days, orally or in writing. It is expected that staff are tactful and courteous in dealing with a complaint. If the complainant is dissatisfied with the response received, they should then be guided to using the formal procedure.
Stage 2: Formal Procedure
A formal complaint should be made in writing within 10 working days of an incident or action from which the compliant arises, or from the date when the complaint received an oral or written reply to an informal complaint. In exceptional circumstances, a longer period will be considered. The complaint should be sent to the Managing Director. The Complaints will be logged in the Register of Complaints and its receipt will be acknowledged to the complainant within 5 working days.
The Managing Director will carry out an initial assessment of the complaint within 5 working days (10 working days of receiving the complaint).
The appropriate managing Director will carry out an investigation of the complaint and may interview the complainant, the respondent; witnesses to the matter or events and anyone they believe may have a role in establishing or disproving the complaint, as necessary. They will prepare a summary within 10 working days of the initial assessment.
The Managing Director will record the outcome of the complaint in the Register of Complaints and either arranges a meeting to deliver the outcome or notify all those involved in writing as appropriate. All outcomes will be confirmed in writing to all those involved.
All Learners will be encouraged to bring a supporter to the interview. Vulnerable Adults and those under 16 years of age must have the support of their care worker, or a person of their choice, who can act as their advocate and the Managing Director must be informed.
The formal complaint should be resolved within 25 working days of the receipt of the original formal complaint. If it appears that a decision will not be reached within the due period, those involved will be advised of the need for a longer period.
The Appeals Procedure
Either the complainant or the respondent may appeal in writing, stating detailed reasons to the Managing Director within 5 working days of receiving written confirmation of the outcome of the formal complaint.
The appeal will be acknowledged within 5 working days. If the Managing Director deems necessary, an appeals panel will be convened within 2 weeks to deal with the complaint and you will be notified within 15 working days.
Monitoring the Procedure
It is essential that complaints are resolved promptly. The Managing Director will check the Register of Complaints every two weeks to identify outstanding complaints and ensure that the procedure is following the set time limits.
The Managing Director if need be will produce a report.
Number of complaints of each type
Time taken to process complaints
List of outstanding complaints
Outcomes to complaints
Appeals made and results of appeals
Analysis of complaints and outcomes by age, gender and ethnicity of complainant
The Managing Director will hold a record of all complaints for 2 years for audit purposes.