Complaints Policy

Complaints Policy

3cats views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.

Our policy is:

• 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 3cats 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

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of 3cats.

Where Complaints Come From

Complaints may come from clients, learners, students, partners and accrediting bodies

A complaint can be received verbally, by phone, by email or in writing.

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Responsibility

Overall responsibility for this policy and its implementation lies with the principal

Review

This policy is reviewed regularly and updated as required.

Adopted on:…6th February 2015

Last reviewed: 1st January 2018