Complaints Procedure

Renfrewshire Health Education and First Aid Training (RHEFAT)

Complaints Policy

 Prepared by: Sue Campbell 

Date: 10 May 2013

1.         Overview

1.1       Renfrewshire Health Education and First Aid Training (RHEFAT) is committed to providing an open and accountable quality service for all.  One way in which we can continue to improve is by listening and responding positively to all complaints, by putting mistakes right and taking necessary steps to prevent further occurrences.

1.2       We aim to ensure that:

a)    Making a complaint is as easy as possible

b)    We deal with complaints promptly, politely, fairly, factually and confidentially

c)    We respond appropriately, with explanation, apology or information as appropriate

d)    We review and learn from complaints thereby improving our service

1.3       We recognise that many concerns need to be raised informally and dealt with quickly.  However if concerns cannot be resolved informally, immediately or the matter is serious then the formal complaints policy should be followed.

1.4       Complaints regarding teaching, assessment, administration and quality assurance are normally handled by RHEFAT who are a Centre offering ITC qualifications.

2.         Complaints or Appeal?

2.1       An appeal occurs when a judgement decision has been made e.g. Candidates may appeal assessment decisions

2.2       Any individual or organisation that is affected by an assessment decision made by RHEFAT or ITC is eligible to take advantage of the separate appeals process.

2.3       The RHEFAT Appeals policy may be found on the RHEFAT web site or a paper copy can be requested.  The ITC Appeals Policy can be found on the home page of the ITC website.

3.         Formal Complaints to RHEFAT

3.1       This formal complaint procedure is intended to ensure all complaints are handled fairly and consistently.

3.2       A formal complaint should be instigated if informal methods did not resolve the concern.

3.3       The complainant should:

a)    Complain in writing

b)    Use the word ‘complaint’ to avoid any misinterpretation of any comment, or other statements or correspondence received.

c)    Raise concerns and explain clearly all details, consequences as a result and the form of redress or change in operations that are sought.

d)    Complain within 8 weeks of the occurrence.

3.4       RHEFAT will:

a)    Respond to the formal complaint in writing within 5 working days, stating the time period for a considered response [15 working days].

b)    Deal reasonably and sensitively to the complaint.

c)    Take action where appropriate.

3.5       RHEFAT will investigate the subject matter of the complaint and reply in writing within 15 working days.

3.6       If the complainant is not satisfied with the response then they can write directly to RHEFAT for review and if still not satisfied can complain to ITC Awards Manager who will follow ITC published procedures for handling complaints.

3.7       If not satisfied with ITC published procedures then a complaint can be made to the external regulators, Ofqual or SQA after exhausting ITC Complaints procedure.

3.8 RHEFAT will log any complaints received including the response and actions taken.  These will be reviewed at the time of the complaints and annually for trends and preventative actions required.