SPM Development Services Limited
Complaints Procedure
May 2024
Related Policies and Procedures:
Assessment Policy
Malpractice and Maladministration Policy
Fair Assessment Decisions Appeals Policy
Introduction:
At SPM Development Services Limited, we are committed to providing a high-quality service to our staff and learners, operating in a transparent and accountable manner that builds the trust and respect of all our stakeholders. We aim to address complaints positively and rectify mistakes promptly.
Definition of a Complaint:
A complaint at SPM Development Services Limited is defined as any expression of dissatisfaction that is not resolved immediately and requires a formal response. This could relate to:
• The standard of service provided by us, such as the quality of education or facilities.
• Actions or behaviour of staff that seem unfair, inconsistent, or unreasonable.
• Any instance of perceived harassment, bullying, or unfair treatment.
Procedure:
1. Informal Complaints:
Aim to resolve minor concerns quickly and directly with the involved party.
This could involve an informal discussion with the responsible tutor or the individual directly involved in the issue.
2. Formal Complaints:
If the issue cannot be resolved informally, it should be raised formally.
Complaints must be submitted in writing to Simon Piper-Masha, either by email at simon@spmdevelopmentservices.co.uk or by post to 90 East India Way, Croydon, Surrey, CR0 6RZ. Please title the email or letter as “Complaint” and include a full description of the issue.
You are expected to explain any actions taken to date and allow SPM Development Services Limited a reasonable time to address the matter.
Simon Piper-Masha will acknowledge receipt of the complaint in writing within 5 working days and provide a full response within 20 working days.
3. Escalation:
If you are not satisfied with the initial response, you may escalate your complaint by writing again to Simon Piper-Masha, including a request to review the response. This should be acknowledged within 5 working days and a final resolution offered within 15 working days.
4. Final Stage:
If the resolution is still not satisfactory after the previous stages, you have the right to escalate the matter to an independent external organisation for a final review. Specific details of the external organisation available for this purpose will be provided upon request.
5. Confidentiality:
Every attempt will be made to maintain confidentiality throughout the complaint process. However, some details may need to be shared with relevant parties involved in the investigation.
6. Monitoring and Reporting:
All complaints and their outcomes are recorded and reviewed annually to improve services and address any emerging issues.
Accessibility:
If you have a disability or require assistance with submitting a complaint, please contact SPM Development Services Limited to discuss alternative methods.
This procedure ensures that all complaints are treated with seriousness, dealt with promptly, and resolved as swiftly as possible. SPM Development Services Limited learns from each complaint to improve our services continuously.