Complaints Procedure
1. Aims
Inspire Enrichment aims to meet its statutory obligations when responding to complaints from parents/carers of participants, and others. We have a commitment to Complaint Handling:
Impartiality and Fairness: We ensure a non-adversarial, unbiased process.
Independent Investigation: We will facilitate a full and fair investigation, reaching out to an independent person where necessary.
Effective Response: We address all issues promptly and provide clear, lawful, and reasonable decisions.
Confidentiality and Respect: We respect complainants’ desire for confidentiality and will treat these with the utmost courtesy and respect.
Communication: We will keep complainants informed throughout the process.
Improvement: We consider how complaints can inform our improvement efforts.
Informal Resolution: We aim to resolve complaints informally, but formal procedures will be followed in the instance that initial informal routes were not possible.
Accessibility: Inspire Enrichment will aim to give the complainant the opportunity to complete the complaints procedure in full. To support this, we will make sure we publicise the existence of this policy and make it available on Inspire Enrichment’s website.
Throughout the process, we will be sensitive to the needs of all parties involved, and make any reasonable adjustments needed to accommodate individuals.
2. Legislation
This document meets the requirements of section 29 of the Education Act 2002, which states that settings must have and make available a procedure to deal with all complaints relating to their setting and to any community facilities or services that the setting provides.
It is also based on guidance for settings on complaints procedures from the Department for Education (DfE), including the model procedure, and model procedure for dealing with serial and unreasonable complaints.
This document meets the requirements set out in part 7 of the schedule to the Education (Independent Setting Standards) Regulations 2014, which states that we must have and make available a written procedure to deal with complaints from parents of pupils at the setting.
It is also based on guidance published by the Education and Skills Funding Agency (ESFA) on creating a complaints procedure that complies with the above regulations, and refers to good practice guidance on setting up complaints procedures from the Department for Education (DfE).
This document meets the requirements of section 35 of the schedule to the Education (Non-Maintained Special Settings) (England) Regulations 2011, which states that non-maintained special settings must have and make available a written procedure to deal with complaints relating to their setting.
It also refers to good practice guidance on setting up complaints procedures from the Department for Education (DfE).
3. Scope and Definitions
Definitions
The Department for Education (DfE) guidance, outline a difference is identified between a concern and a complaint as:
> A concern: “an expression of worry or doubt over an issue considered to be important for which reassurances are sought”
> A complaint: “an expression of dissatisfaction however made, about actions taken or a lack of action”
Scope
At Inspire Enrichment, we strive to resolve complaints informally and at the earliest possible stage. However, we understand that there may be occasions when a formal process is necessary. This policy outlines our procedures for handling formal complaints.
Please note that this policy does not cover complaints regarding:
• Admissions
• Statutory assessments of special educational needs (SEN)
• Safeguarding matters
• Suspension and permanent exclusion
• Whistle-blowing
• Staff grievances
• Staff discipline
For complaints about services provided by other providers using our premises or facilities, please contact the provider directly.
4. Roles and Responsibilities
The complainant
The complainant will get a more effective and timely response to their complaint if they:
Follow these procedures
Co-operate with us at Inspire Enrichment throughout the process, and respond to communications promptly
Ask for assistance as needed
Treat all those involved with respect
Do not publish details about the complaint on social media
The investigator
An individual will be appointed to investigate the complaint and establish the facts. They will:
Discuss with all relevant parties, keeping notes
Consider records and any written evidence and keep these securely.
Prepare a comprehensive report to Ellie Hunt and/or Jade Carroll, or the complaints committee, which includes the facts and potential solutions
The complaints co-ordinator
The complaints co-ordinator can be:
The Compliance Officer - Ellis Wade
The Director of Enrichment – Ellie Hunt
The Director of Arts – Jade Carroll
Any other staff member providing administrative support
5. Principles for Investigation
When investigating a complaint, we will try to clarify:
What has happened
Who was involved
What the complainant feels would put things right
Timeline
• The complainant must raise the complaint within 3 months of the incident. For a series of related incidents, the complaint should be raised within 3 months of the last incident.
• Exceptions to this timeframe will be considered if there were valid reasons for not raising the complaint sooner, and if it can still be fairly investigated for all parties involved.
• Complaints made out of term time will be considered as received on the first day of the new term following the holiday period.
• If at any point we cannot meet the timescales set out in this policy, we will:
o Establish new time limits with the complainant
o Inform the complainant of the new deadline and explain the reason for the delay
• Parents and carers will be notified if we become aware that the setting is to be inspected by Ofsted, and we will provide a copy of the inspection report to parents and carers of children attending the setting on a regular basis.
6. Stages of Complaint
Stage 1:
Inspire Enrichment will take informal concerns seriously and make every effort to resolve the matter quickly. It may be the case that we at Inspire Enrichment can clarify the information which will resolve the issue.
The complainant should raise the complaint as soon as possible with the relevant member of staff; this can be the leader of the session, The Director of Arts, or The Director of Enrichment, either in person, over the phone, or by email. If the complainant is unsure who to contact, they can call 07436132679 or email contact@inspire-enrichment.org.uk.
We will acknowledge informal complaints within 2 working days, where we will investigate and provide a response within 5 working days from acknowledgement.
The informal stage will involve a meeting between the complainant and the involved parties, as appropriate.
If the complaint is not resolved informally, it will be escalated to a formal complaint.
Stage 2:
Formal complaints can be raised:
By emailing contact@inspire-enrichment.org.uk
By calling 07436132679
In person to the session leader, or to Ellie Hunt / Jade Carroll.
By a third party acting on behalf of the complainant
The complainant should provide details such as relevant dates, times, and the names of witnesses of events, alongside copies of any relevant documents, and what they feel would resolve the complaint.
The Compliance Officer will record the date the complaint is received and will acknowledge receipt of the complaint in writing (either by letter or email) within 5 working days.
In certain circumstances, Inspire Enrichment may need to refuse a request for a particular individual to attend any such meeting – for example, if there is a conflict of interest. If this is the case, Inspire Enrichment will notify the complainant as soon as they are aware, so that the complainant has the opportunity to arrange alternative accompaniment.
The Compliance Officer (or other person appointed by The Compliance Officer) will then conduct their own investigation. The written conclusion of this investigation will be sent to the complainant within 14 working days.
If the complainant wishes to proceed to the next stage of the procedure, they should inform The Compliance Officer within 5 working days of the written conclusion.
How to escalate a complaint
Complaints can be escalated by contacting The Compliance Officer:
By email (safeguarding@inspire-enrichment.org.uk)
Over the phone (07436132679)
If the complainant wishes to proceed to the next stage of the procedure, they should inform The Compliance Officer 5 working days of the initial outcome. Requests received outside of this timeframe will be considered in exceptional circumstances.
The Compliance Officer will establish a panel of 3 people who are were not directly involved in the original complaint investigation. They will notify parents/carers at least 5 working days before the panel is due to take place.
Stage 3:
Convening the Panel
• The review panel will comprise 3 independent individuals with access to the existing records of the complaint's progress.
• The complainant will receive reasonable notice of the review panel date, aiming for a date within 15 working days of the request, where possible.
• If the complainant rejects the offer of 3 proposed dates without valid reason, Inspire Enrichment will set a date, and the hearing will proceed with written submissions from all parties.
• All written material will be circulated to all involved parties at least 5 working days before the meeting date.
At the Meeting
• The meeting will be private. Electronic recordings of meetings or conversations are generally not allowed unless required due to a complainant’s disability or special needs. Prior consent from all parties will be sought before recording, and consent will be documented in the minutes.
• At the review panel meeting, both the complainant and Inspire Enrichment representatives will be present. Each party will have the chance to present written or oral submissions before the meeting.
• The complainant is allowed to attend the panel hearing and may bring a suitable companion if desired. Legal representation is generally discouraged but may be considered on a case-by-case basis.
• Representatives from the media are not permitted to attend.
• During the meeting, each participant can give statements and present evidence, with witnesses called as necessary.
• The panel, the complainant, and an Inspire Enrichment representative will have the opportunity to ask and respond to questions. After presenting their cases, the complainant and Inspire Enrichment representatives will leave, and the panel will consider the evidence.
• The panel will gather its findings and recommendations. Copies of the hearing minutes, along with the findings and recommendations, will be given to the complainant and the subject of the complaint. Additionally, a copy will be available for inspection by the Director of Education and Compliance Officer.
The Outcome
The committee can:
• Uphold the complaint, either fully or partially
• Dismiss the complaint, either fully or partially
If the complaint is upheld, the committee will:
• Decide on actions to resolve the complaint
• Recommend changes to Inspire Enrichment’s systems or processes, to prevent reoccurrence.
The provision will communicate the decision to all involved parties in writing within 5 working days.
7. Unreasonably persistent complaints
Whilst we take complaints seriously, a complaint may be deemed unreasonable if the complainant:
• Repeats the same complaint that has already been discussed with Inspire Enrichment, and a resolution has been agreed.
• Submits a complaint that is obsessive, persistent, harassing, prolific, defamatory, or repetitive
• Insists on pursuing an unfounded complaint or one that falls outside the scope of the complaints procedure, beyond all reason
• Pursues a valid complaint in an unreasonable manner, such as refusing to articulate the complaint, refusing to cooperate with the complaints procedure, or demanding it be handled in ways incompatible with this procedure and its timeframes
• Makes a complaint intended to cause disruption, annoyance, or excessive demands of Inspire Enrichment’s time.
• Seeks unrealistic outcomes or a solution lacking serious purpose or value
Steps we will take
We will take every reasonable step to address concerns and give a complainant a clear statement of our position and their options. We will maintain our role as an unbiased mediator throughout the process, including when we meet with individuals. We will follow our complaints procedure as outlined above, wherever possible.
If the complainant continues to contact Inspire Enrichment in a disruptive way, we may put communications strategies in place. They can include:
Provide the complainant with a dedicated contact through an email address.
Restrict the complainant's contact frequency, such as setting a specific number of contacts per term.
Encourage the complainant to involve a third party to represent them, such as Citizens Advice.
Implement any other necessary strategies.
Stopping responding
We may stop responding to the complainant when:
We believe we have taken all reasonable steps to help address their concerns
We have provided a clear statement of our position and their options
The complainant contacts us repeatedly, and we believe their intention is to cause disruption or inconvenience.
Before we stop responding, we will inform the individual that we intend to do so. We will also explain that we will still consider any new complaints they make.
In response to any serious incident of aggression or violence, we will immediately inform the police and communicate our actions in writing. This may include barring an individual from the Revolutionary Tuition Centre, and any other premises or settings we hold sessions at.
Duplicate Complaints
If we have resolved a complaint through this procedure and thereafter receive a duplicate complaint on the same subject from a partner, family member, or another individual, we will assess whether there are any new aspects or information that need consideration.
If we find no new aspects to consider, we will:
• Inform the new complainant that the issue has already been investigated and addressed, and therefore, no further action needs to be taken
• Direct them to the DfE if they are dissatisfied with our original handling of the complaint
If there are new aspects, we will follow this procedure again.
If we have resolved a complaint under this procedure and receive a duplicate complaint on the same subject from a partner, family member or other individual, we will assess whether there are aspects that we hadn’t previously considered, or any new information we need to take into account.
If we are satisfied that there are no new aspects, we will:
Tell the new complainant that we have already investigated and responded to this issue, and that the local process is complete
Direct them to the DfE if they are dissatisfied with our original handling of the complaint
If there are new aspects, we will follow our complaint process.
8. Record keeping and confidentiality
Inspire Enrichment will document the progress of all complaints, including details of actions taken at each stage, the point at which the complaint was resolved, and the final outcome. The records will also include copies of letters and emails, and notes relating to meetings and phone calls. This material will be treated as confidential and stored securely. It will only be accessible to individuals involved in investigating the complaint or on the review panel. Records of complaints will be kept securely, and only for as long as necessary in line with data protection law, our privacy notices and GDPR/Data Protection Policy.