Fieri Leadership and Development Ltd strives to provide high quality services with the ability to continually learn, develop and improve. We welcome and encourage feedback and comments and provide mechanisms for this to be carried out. The purpose of this policy is to provide a framework for dealing with complaints.

Fieri Leadership and Development Ltd aims to provide excellent services for people who use our services, however, we acknowledge that sometimes there may be occasions where an individual feels it is necessary to make a complaint.

Complaints help us to review and improve our services and demonstrate a commitment to providing the best service possible for our clients and other stakeholders.

Copies of this policy are available on request or via our website www.fierileadership.com

Aim

The aim of this policy and its procedures is to ensure that people wishing to register a complaint about the company, any of its employees or associates are able to do so easily and effectively. We have a robust system for recording, monitoring and learning from all feedback in order to continuously improve the services provided to our stakeholders. Fieri Leadership Ltd will:

• Respond to all communications in an empowering, respectful and detailed way so it is clear that all information received is valued;

• Provide any necessary help to enable people to complete the form, or provide feedback in a way that suits them;

• Respect confidentiality and abide by data protection as outlined in the Data Protection Policy;

• Offer people a range of methods by which to complain about Fieri Leadership and Development Ltd services.

• Ensure that our buildings display information on how to make a complaint; complaints form are available on our website or by asking for one from any of our staff;

• Set timescales for acknowledging and responding to all feedback; • Have a clear and simple process that can be accessed easily;

• Seek to resolve complaints as quickly as possible;

• Monitor the way we manage complaints through regular audits; • Ensure managers are empowered to deal with complaints effectively;

• Clients and others are aware and informed of how they can also make complaints directly to Ofsted where appropriate;

• Seek to learn from all feedback received.

A complaint is…. …an expression of dissatisfaction, whether justified or not, about any aspect of Fieri Leadership and Development Ltd services, and can be received verbally, by phone, by email or in writing.

Complaints

Fieri Leadership and Development Ltd aims to provide an effective complaints procedure that is focused on:

• Listening to and understanding the views of the complainant and recognising the importance of their complaint;

• An early and satisfactory resolution to complaints;

• Providing feedback to the complainant with details of the investigation and resolution;

• Continually improving the service we offer through reviewing and learning from all feedback.

Procedures for receiving a complaint

Verbal complaints may be made by telephone, in person to the most senior staff member present at the service or via the online form that can be access via this link.

Complaints may be received through any other contact details available to the complainant.

Written complaints may be sent to Fieri Leadership and Development Ltd, The Stanley Building, 7 Pancras Square, London, N1C 4AG for the attention of the Operations Director or by email to admin@fierileadership.com

A complaint should normally be submitted within 28 days of the incident in question.

• All complaints received should be sent to admin@fierileadership.com who will forward to the appropriate manager and log on a central record. An acknowledgement will be sent to the person who submitted the complaint advising them of the date a response will be sent to them.

• If a form is completed on behalf of an individual by a member of staff following a telephone conversation, the staff member will ask for permission/consent to process the information through the

Complaints procedure as part of the discussion.

Complaints will be dealt with in the following 3 stages:

Stage 1

An appropriate manager considers the complaint and a response is sent to the complainant within 10 working days.

Stage 2

In the event of the complainant being unsatisfied with the response, outcome or handling of the complaint, this will be referred to the Managing Director – or to the Awarding Body if it concerns an accredited programme – who will decide a nominated manager to review the complaint and response. The reviewer will do this and respond to the complainant within 14 days of receipt of the complaint and will notify the complainant of the outcome and provide a response in writing along with information about rights and how to appeal.

Stage 3

If, at this stage, the complainant is still dissatisfied the Managing Director will review the complaint and responses and do one of three things:

• Uphold the investigation and review outcome;

• Review and uphold all, or some, of the complaint;

• Establish a panel to individually review the complaint and outcomes.

At all times the complainant will be fully involved in this process. Fieri Administration will retain documentation from all levels of the process on file.

Staff Complaints If staff wish to make an internal complaint related to service provision, they should follow the same process as above. If a staff member has a complaint that relates to their job role they must follow the Grievance Policy and Procedures. Monitoring and Accountability Complaints will be monitored as part of the ISO9001 Management Review Meeting process. Related Policies: Equality and Diversity, Safeguarding, Data Protection, Confidentiality Statement, Grievance Policy.

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