| Author: | Angela Padfield |
| Date of Publication: | 7 July 2015 |
| Revised | October 2024 |
| Date of Next Review | September 2025 |
General Principles
York Learning and City of York Council is committed to excellent customer service and to securing customer satisfaction in the way it responds to complaints and feedback from any of its service users. York Learning will ensure we deliver a better service to our customers by monitoring and measuring complaints, concerns, compliments and comments. We will follow a standard procedure to achieve greater consistency in how we deal with complaints and feedback.
We will collect information on complaints and feedback so that we know which areas of service customers are most satisfied/dissatisfied with. This enables a closer look at whether to change aspects of the service and/or offer training and support for staff to improve services as well as ensure that staff dealing with complaints are appropriately trained and supported.
York learning will demonstrate that we listen to our customers’ views and feeds them into service development. Gathering information on complaints and checking responses to them is one way we will do this.
We wish to be responsive to complaints made by members of the public and view complaints as a valuable form of feedback. Therefore, a formal Complaints and Feedback Policy and Procedure will ensure that a complaint is fully investigated in a systematic and comprehensive manner and will ensure that it is able to mirror the lessons about good practice in complaints handling by learning from statutory complaints procedures and by being linked closely with them.
York Learning will ensure that our feedback and complaints system:
- is easily accessible and understandable;
- is acknowledged and published as a model for developing good practice;
- ensures a thorough and fair investigation within set time-scales;
- provides an effective response and appropriate redress;
- provides feedback to management so that areas of dissatisfaction can be improved;
- keeps complainants informed of progress;
- is fully understood by all staff.
Guidelines for Learners
We hope that you enjoy and benefit from the course you have chosen. If however, you should have any cause for complaint, we would like to know about it so that we can take action to improve the situation. Tutors and centre staff are committed to providing the best learning experience they can, so it is important that they know when things go wrong.
How we deal with complaints and concerns
Our Corporate Governance Team will deal with your complaints and concerns using our policy and procedures known as ‘The 4Cs Toolkit‘.
A complaint or concern is a way of letting us know that you’re not happy with a particular service, it may be about a delay, lack of response, or about the standard of service you’ve received.
Please let us know if:
- you think we’ve done something wrong
- we’ve not done something that we said we would do
- you’re not satisfied with a particular service, or set of services that we provide
Use our online form to raise a complaint or concern; alternatively, contact our Corporate Governance Team by email or telephone.