Our policy is to:
- provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
- publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
- make sure everyone at SIL knows what to do if a complaint is received
- make sure all complaints are investigated fairly and in a timely way
- make sure that complaints are, wherever possible, resolved and that relationships are repaired
- gather information which helps us to improve what we do
Definition of a Complaint
A complaint is any expression of dissatisfaction about any aspect of SIL.
Where Complaints Come From
Complaints may come from any customer or client of SIL.
A complaint can be received verbally, by phone, by email or in writing. This policy does not cover complaints from staff, who should use SIL’s Grievance policies.
Confidentiality
All complaint information will be handled sensitively, telling only those who need to
know and following any relevant data protection requirements.
Responsibility
Overall responsibility for this policy and its implementation lies with the Chief Executive of SIL.
SIL Complaints Procedure
Publicised Contact Details for Complaints
Written complaints may be sent to the Chief Executive, SIL at Toxteth Annexe, Aigburth Road, Liverpool L17 7BN or by e-mail to [email protected]
Verbal complaints may be made by phone to 0151 233 3901 or in person at the reception desk in Toxteth Annexe
Receiving Complaints
Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have.
Complaints received by telephone or in person will be noted.
The person who receives a telephone 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 SIL
- Tell the complainant that we have a complaints procedure
- Tell the complainant what will happen next and how long it will take
- Where appropriate, 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.
Resolving Complaints
Stage One
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 both possible and appropriate.
Whether or not the complaint has been resolved, the complaint information should be passed to the Chief Executive within one week.
On receiving the complaint, the Chief Executive records it in the complaints log. If it has not already been resolved, the Chief Executive will delegate to an appropriate officer for investigation and appropriate action.
If the complaint relates to a specific person, the officer should be informed and given a fair opportunity to respond.
Complaints should be acknowledged by the officer handling the complaint within a week. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.
Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report will be sent with an indication of when a full reply can be expected.
The reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
Stage Two
If the complainant feels that the issues of concern have not been considered and resolved at Stage One, they can request that the complaint is reviewed at Board level. The complaint must provide detail of the specific issues of concern they feel were not addressed.
The request for Chief Executive review should be acknowledged within a week of receiving it. The acknowledgement should say when the complainant can expect a reply.
The Chief Executive may investigate the facts of the case in person or delegate a suitably senior officer to do so. This may involve reviewing the paperwork of the case and speaking with the officer who dealt with the complaint at Stage One.
If the complaint relates to a specific officer, they should be informed and given a further opportunity to respond.
The officer who dealt with the original complaint at Stage One should be kept informed of what is happening.
Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply can be expected.
Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
The decision taken at this stage is final.
Variation of the Complaints Procedure
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 Chief Executive or another board member would rule them out of a role in considering a stage two complaint.
In conclusion
As previously indicated, School Improvement Liverpool Ltd takes any complaint about its officers and service delivery seriously; we would want to learn from any expression of dissatisfaction.
School Improvement Liverpool Ltd remains fully committed to the effective delivery of high quality services.