Swim England Qualifications (SEQ) and Royal Lifesaving Society (IQL) are committed in its service provision to offer standards of the highest quality. Working continually to achieve this benchmark assists in the maintenance of quality assurance standards and compliance with regulatory requirements.
Becky Adlington Training (BAT) under the guidance of SEQ and IQL aims to provide an efficient and effective service to all. Whilst every care is taken to ensure high quality standards, we acknowledge that there may be occasions where we fall short of expectations and individuals are not completely satisfied. One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers and stakeholders and responding positively and putting mistakes right.
2. Policy aim and purpose
BAT is committed to providing individuals directly affected by our services with the opportunity to provide feedback on whether standards have been met. Our customers must have confidence that they will be listened to, therefore all feedback received, both positive and negative, will be acknowledged. All expressions of dissatisfaction received will be treated as a complaint.
The aim of this policy is to provide a clear and structured process which highlights who can make a complaint (the complainant), how they can make a complaint and what BAT will do to seek a resolution to the complainant’s satisfaction. Therefore, BAT aims to ensure that:
- Making a complaint is as easy as possible
- Complaints are treated as a clear dissatisfaction with our service
- The right response is provided, i.e. an explanation, apology or action taken
- Complaints are reviewed to improve service
3. Definition of a complaint
A complaint is an expression of dissatisfaction about the standard of service, actions or lack of action by BAT, a member of its staff or a representative, affecting an individual customer or a group of customers. Complaints may relate to a failure on the part of BAT to perform to an agreed or reasonable standard as defined in our Customer Service Targets.
Dissatisfaction may be associated with the service provided or with the way an individual perceives to have been treated by a BAT member of staff or representative, which may or may not be justified or associated with professional misconduct.
4. Equality of access and treatment
Through our learner induction process individuals can access information about complaints procedures. We are committed to ensuring all individuals have equal access to this information and the opportunity, where possible, to communicate with us in any way.
5. Who can make a complaint?
Complaints can be made by an individual customer or group of customers (who have received, been adversely affected by or have witnessed the cause of dissatisfaction) or someone acting on behalf of the customer (referred to as third parties).
Third parties submitting a complaint on behalf of the complainant may only do so with written permission to represent the complainant and their interests. This must be presented to and accepted by the BAT Approved Centre Key Contact. In the first instance, complainants wishing to raise dissatisfaction about services provided by the SEQ Approved Centre / IQL Approved Training Provider must address their concern directly with the centre. Only when the individual continues to remain dissatisfied with the outcome should they contact SEQ or IQL
RLSS courses: If the learner is not satisfied with the outcome of an appeal they can contact IQL via: firstname.lastname@example.org This needs to be submitted within 7 working days of original decision. IQL will not charge a learner for the process of an appeal.
6. How to make a complaint
We recognise that most individuals who are dissatisfied will want a problem to be addressed as quickly as possible; therefore, an informal approach is appropriate. Our informal approach aims to resolve the concern quickly, keep matters low key and enable mediation between the complainant and the individual to whom the complaint has been directed. The cause of dissatisfaction may be resolved immediately; therefore, the complainant should contact the BAT Approved Centre/Training Provider Key Contact for an informal discussion, of which we will aim to resolve the concern by providing an explanation, an apology or another desirable outcome. If a concern cannot be satisfactorily resolved informally, the formal complaints procedure should be followed. It might be necessary to provide further information to ensure the complaint is fully understood, thoroughly investigated and allow for a comprehensive response to be provided.
Formal complaints are submitted in writing and marked for the attention of the BAT Centre Key Contact who will assume responsibility for the initial investigation. When submitting a complaint, the complainant must provide the following:
? Name, address and contact information
? Full details of the complaint i.e. the cause of dissatisfaction with operations, actions or behaviour
? All supporting information i.e. relevant documentation, dates, locations, any witnesses
? Details of any previous attempts to resolve the identified dissatisfaction
? What action or response they seek to resolve the dissatisfaction.
The key contact will acknowledge the complaint in writing within five working days of receipt, record details on the complaints register and begin investigations into the cause of dissatisfaction. A response, inclusive of explanation and resolution, will be provided within 20 working days of initial complaint acknowledgement. To ensure a fair and thorough investigation, the duration will depend on the nature and severity of the complaint received.
The key contact will identify an appropriate member of senior management to review the complaint for further investigation. Acknowledgement of further investigation will be provided to the complainant in writing within five working days of receipt of the stage 2 complaint. The complainant will also be notified of the individual responsible for the investigation.
The member of senior management will conduct a further investigation into the cause of dissatisfaction. Upon cessation of investigations, the member of senior management will communicate directly with the complainant and provide an explanation or resolution. This will be communicated to the complainant within 30 working days of receipt of the stage 2 complaint. The duration of further investigation will depend on the nature and severity of the complaint and at this stage, the complexity of the response required. In some cases, the investigation may take longer, and, in such instances, the complainant will be notified of the revised timescale.
If the complainant continues to remain dissatisfied with the response provided by senior management, the next step will be to pursue stage 3 of the complaints process and submit an appeal.
Any appeal pursued must be done so in line with the BAT Appeals Policy, in particular a stage 2 appeal. All appeals must be received in writing within 10 working days of receipt of the complaint outcome from senior management. Further information relating to this stage can be found within the BAT Appeals Policy upon request from a member of BAT team. If the appeals panel decides to make the decision to refer the matter to the qualification’s regulator, Ofqual, BAT will give due regard to the processes they adopt.
Contact details for BECKY ADLINGTON TRAINING
Post: BECKY ADLINGTON APPROVED CENTRE KEY CONTACT
Elm Square, Whitefield, Manchester M45 7TA
Telephone: (+44) 0161 979 0499
Where the outcome of a complaint, in the case of a learner, leads BAT to discover an error in its assessment process, affecting the accuracy of results, BAT will identify any other learner who may have been affected and mitigate as far as possible the effect of the identified cause. BAT will in turn review its processes to ensure the identified cause has minimal risk for reoccurrence.
Monitoring and review
This policy and its procedures will be reviewed annually to ensure it remains fit for purpose and reflects the types of complaints that may arise, in accordance with the requirements set out by the qualification regulator, Ofqual. Should BAT will be notified by SEQ or IQL in liaison with qualifications regulator, Ofqual, of failures that have been identified in the assessment process of another awarding organisation, both SEQ, IQL and BAT will review their own processes to ensure a similar failure will not occur.