Customer Complaint policy
We regard a complaint as an expression of dissatisfaction about our organisation, our staff,
our partners, our contracted service providers or anyone else acting on our behalf. A
complaint can be received verbally, by phone, by email or in writing.
• To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
• To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
• To make sure everyone at Gobeyond Partners knows what to do if a complaint is received.
• To make sure all complaints are investigated fairly and in a timely way.
• To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
• To gather information which helps us to improve what we do
• All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Stage One: The complaint will be formally acknowledged within 48 hours and will be logged to our customer feedback register within 2 working days. An acknowledgement will confirm who is dealing with the complaint and when the complainant can expect a reply. We aim to resolve any complaint as soon as possible after being received. If it has not already been resolved, an appropriate person (Director) will investigate and take appropriate action within 5 working days. Within 2 days following this, we will write to the complainant to confirm what took place and any solutions agreed. If a meeting is not desired or possible, we will send a detailed reply. This will include suggestions for resolving the matter. This will be done within 5 days of completing our investigation.
Stage Two: If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at a more senior level. At this stage, the complaint will be passed to The Practice Lead for that particular client. The request will be acknowledged within 48 hours of receiving it and the acknowledgement will confirm who will deal with the case and when the complainant can expect a reply. The Practice Lead may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the case and speaking with the person who dealt with the complaint at Stage One. If the complaint relates to a specific person, they will be informed and given a further opportunity to respond. Stage 2 complaints will receive a definitive reply within 10 working days. 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 will be given. The decision taken at this stage is final. In the case of Apprenticeship training, if the complainant is still not satisfied with the outcome of the complaint, they can contact the Education and Skills Funding Agency (ESFA).
Stage Three: We monitor and review the effectiveness of our complaints handling process to ensure that this continuously improves and learnings from complaints handling are carried through into the organisation. Overall responsibility for this policy and its implementation lies with the Operations Director.