Education Saves Lives views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.
Our policy is:
- To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
- To make sure everyone at our organisation knows what to do if a complaint is received
- To make sure all complaints are investigated fairly and in a timely way
- To make sure that complaints are, wherever possible, resolved and that relationships are repaired
- To gather information which helps us to improve what we do
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Education Saves Lives.
Where Complaints Come From
Complaints may come from any person or organisation that has a legitimate interest in Education Saves Lives including users of our products.
A complaint can be received verbally, by phone, by email or in writing.
This policy does not cover complaints from staff, who should use the organisation’s Discipline and Grievance policies.
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection (GDPR) requirements.
Overall responsibility for this policy and its implementation lies with the board of Trustees and the Education Saves Lives Director.
Complaints received by telephone or in person need to be recorded. The person who receives a phone or in person complaint should:
- Write down the facts of the complaint
- Take the complainant’s name, address and telephone number
- Note down the relationship of the complainant to the organisation (for example: user of a lesson, translator, partner, associate)
- Tell the complainant that there complaint will be dealt with as quickly as reasonably possible, and that they will be kept updated through the process.
- Where serious, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words.
In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.
Whether or not the complaint has been resolved, the complaint information should be passed to the Director at the earliest opportunity.
On receiving a serious complaint, the Director keeps a record of it. If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action. If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.
If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at Board level. At this stage, the complaint will be passed to the Chair of Trustees. The Board may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about the Chair should not also have the Chair as the person leading a Stage Two review
Monitoring and Learning from Complaints
Complaints are reviewed annually to identify any trends which may indicate a need to take further action.