Client Care & Complaints Policy
Learning Partnerships is committed to delivering a high quality service and providing outstanding client and customer care at all times. This policy outlines how we will manage the process of dealing with compliments, comments and complaints, in order to ensure continuous improvements.
The aim of this policy is to:
- Ensure that all feedback is dealt with in a timely manner
- Encourage feedback from service users and funders
- Provide impartial consideration to concerns and complaints
- Resolve complaints to the satisfaction of both Learning Partnerships and the complainant wherever possible
- Learn from feedback and make recommendations for future improvement
Feedback and complaints procedure
We do accept that occasionally things can go wrong. If you are dissatisfied with any aspect of the service you receive from Learning Partnerships, we would like to hear from you. Equally, if you are pleased with the services offered and delivered, or have a suggestion on how we might improve our services, do let us know.
We need to know the exact nature of your complaint. Please provide as much information as possible about the service provided, the individuals or department involved and why you felt the service we offered did not meet your expectations.
How to lodge a complaint:
You can make your complaint in whatever form is most convenient to you. You can telephone and speak to the appropriate member of staff. If you do not know who you should talk to, our Receptionist will help. Alternatively, you can write to, fax or email our Executive Team at:
The Burton Business Park
Leeds LS9 7DN
Tel: 0113 3806662
Fax: 0113 3806458
If you telephone us, the complaint will be logged and forwarded to our Executive Team, who will attempt to resolve the issue for you. If you are not satisfied with the response you receive at this stage you can submit a formal complaint in writing.
If your complaint is in writing (including fax or email) we will acknowledge it by return. This will them be investigated further by our Executive Team and actioned.
It is our intention that complaints will be responded to within ten working days. If a full response cannot be given within ten working days (e.g. when a matter is very complex or where we have to consult a third party on the matter) you will be informed of the progress being made with your complaint.
The Executive Team accepts full responsibility for effective complaints handling.
In all cases we will treat your correspondence in strict confidence, with fairness and objectivity.
What to do if you are still unhappy
If you feel your complaint has not been satisfactorily dealt with you have the option to put your concerns directly, in writing, to the Chairman of Learning Partnerships:
Mr Tom Murray
c/o Learning Partnerships
The Burton Business Park
The matter will be raised and dealt with, within ten working days.
Third Party Complaints
If you wish to complain about the service you have received from an individual or organisation that has been delivered on behalf of Learning Partnerships, you should, in the first instance, raise the matter directly with the individual or organisation concerned. Learning Partnerships has no remit to resolve any such complaints on your behalf. Nevertheless, if you write to us we will forward any such complaints directly to the relevant individual or organisation for resolution. You will need to provide details of the venue, date and the reasons for your complaint. We will forward your complaint, together with a covering letter, to the body concerned within ten working days. We will copy you on all correspondence to and from the third party relating to your complaint.
Learning Partnerships takes every complaint and suggestion seriously. We systematically record the complaints received and the subsequent actions taken. The number of complaints, their nature and the speed with which they are dealt with are all monitored. We report regularly our progress on our handling of complaints to our Board of Directors.