Purpose and Scope
iungo Solutions Limited (“iungo”) is a new generation of Digital & Green Skills training provider developing and delivering employer-led immersive and experiential learning programmes for priority growth sectors.
The purpose of this Procedure is to provide an overview of the way in which iungo handles complaints relating to its employees, contractors, volunteers, and learners. This procedure is intended for use by current and former participants, parents, guardians and carers of participants, employers, and the wider public.
Participants who are unhappy with their assessment scores or grades should use the Appeals Procedure to make a complaint.
Employees, contractors, and volunteers should use the Disciplinary and Grievance Procedure to make a complaint.
Anonymous complaints are not applicable under this Procedure but may be informally investigated at the Human Resource Officer’s discretion. If the content of an anonymous complaint falls within the domain of the Public Interest Disclosure Act 1998, it will be investigated under the Whistleblowing Policy.
Effective Complaints Procedure
The key principle of this Procedure is to outline a complaints process that is open, accessible, and fair, and focussed on determining the facts and reaching a fair outcome for all parties concerned. The key characteristics of an effective complaints structure are as follows:
- access to a fair and thorough review of the complaint
- clear and prompt response times
- stages that provide all parties with the opportunity to put forward their case
- clear and fair outcomes
- constructive feedback
- a formal recording system
Stage 1: Informal Complaint
An informal complaint can be made verbally or in writing to any other relevant iungo representative or submitted directly to firstname.lastname@example.org.
If the complaint is not provided in writing, the person receiving the complaint should make a record of the informal complaint, including the date, name of the complainant and details of the complaint. This should be forwarded to email@example.com.
Once the complaint has been submitted, a representative with sufficient authority will be assigned to work with the complainant to attempt to resolve the matter informally.
If the complainant and the representative reach a satisfactory decision, the complaint will be closed.
If the complainant does not agree with the subsequent decision, the complaint will proceed to stage 2. The complainant has five working days to appeal the decision.
Stage 2: Formal Complaint
The complainant should submit a formal complaint to firstname.lastname@example.org. The complaint should clearly state the grounds for the dissatisfaction and any relevant evidence should be attached to support the complaint.
The nature of the complaint will be reviewed and an impartial representative will be assigned to thoroughly investigate the matter. This may include holding fact finding interviews with the complainant, any witnesses, and any other relevant parties. It may also include gathering new evidence to clarify relevant facts.
A written response including any investigatory findings and the decisions taken will be provided to the complainant at the earliest opportunity and within five working days. The response should be made in writing, although the investigating officer is also encouraged to meet with the complainant to explain the findings of investigation.
The complainant is entitled to have a non-legal representative present at all fact-finding meetings. The complainant should notify the investigating officer in advance if they intend to utilise this entitlement.
The results of the investigation will be provided to an independent manager, at least one rank higher than the representative involved in stage 1 and the investigating officer. If, as part of the investigation, the investigating officer or the independent manager feel that the complaint needs to be referred to Human Resources, all relevant employment laws will be considered.
Where related to Equality and Diversity issues, it will be reviewed by an independent expert on such matters.
The independent manager will write to the complainant with a summary of the outcome of the complaint within ten working days. If deemed appropriate, iungo will take action to remedy the cause of the complaint. An action plan will be drawn up outlining lessons learnt from the complaint to prevent the situation arising again. iungo will provide an explanation for arriving at this decision.
If an extension to this timeframe is required, the complainant shall be notified in writing of the duration of the extensions and the reasons for it.
If the complainant is satisfied with the decision and actions taken, the complaint will be closed.
If the complainant does not agree with the subsequent decision, the complaint will proceed to stage 3. The complainant has ten working days to appeal the decision.
Stage 3: Appeals
Appeals can be made in writing to email@example.com if they are based on any of the following grounds:
- the Complaints Procedure was not complied with in investigating the complaint.
- further evidence of a material nature has become available which was not reasonably available when the complaint was initially investigated.
- the outcome of the investigation process was unreasonable and/or any action taken because of that outcome was disproportionate.
If the basis for the appeal is confirmed, the Appeals Panel will be constructed. The Appeals Panel will comprise members of the Executive, and independent members as required.
The appeals panel must reach a decision and inform the learner of the result in writing within ten working days.
There are 2 possible outcomes of the appeals panel:
- If the appeals panel upholds the complaint, then the panel has the authority to determine corrective actions as appropriate, drawing upon changes to policy and disciplinary proceedings as appropriate.
- If the appeals panel does not uphold the complaint, the decision is final.
Records of the Appeals Panel will be made accordingly.
Irrespective of the decision, the complaint will be
closed after the appeal decision has been reached.
Review and Sign-off
This Policy is subject to 12-month review. The next review is due on 01 October 2024.
|Name:||Jessica Leigh Jones MBE|
|Position:||Chief Executive Officer|
|Signature:||J. L. Jones|
|Date:||01 October 2023|