The Academy strives for excellence in the services it offers .However it accepts that, on occasions, individuals will feel the need to complain. The Academy will ensure that a set of procedures exists to deal speedily with such complaints in a fair and equitable manner. The intention behind the Complaints Procedure is to: • improve the service the Academy provides to learners, employers, staff and the broader local community • clarify for staff and learners the procedures for handling complaints • ensure and encourage that the procedures are sensitive to issues of confidentiality • encourage clients to seek means of resolving problems without further or more formal procedures. • provide where appropriate means of recording both the nature of complaints and the effectiveness of their resolutions • encourage a regular process of monitoring and reviewing records within the quality assurance framework.
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