Complaint and Grievance policy

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.

View This PolicyView All Policies