Complaints
The Learning Partnership's complaints policy is to:
- Provide an efficient, effective and courteous service available equally to all.
- Encourage comments on the quality of service.
- Maintain a register of complaints, compliments and suggestions.
- Take action and record the action taken in response to complaints.
- Check the needs of disabled clients to ensure arrangements can be made to meet their needs.
- Inform sub-contractors of their rights and responsibilities.
- Inform sub contractors of the complaints procedure.
Complaints
If a partner or sub-contractor feels they have been unfairly treated in respect of this user code, they have a right of appeal through the Learning Partnership - Bedfordshire and Luton Ltd.
In the first instance the issue should be raised with the Executive Director. A meeting will be arranged to hear the complaint within 10 working days of its receipt.
A right of appeal exists whereby an unresolved issue can be raised with the Chair of the Learning Partnership who will convene an Appeals Panel comprising of three Directors to hear the case within 15 working days of its receipt.
The decision of the Appeals Panel is final, withstanding contractual matters where other options may exist.
A copy of the complaints procedure will be presented at contract.
All individual complaints will be recorded using the Individual Complaints Form.
Complaints will be replied to within 10 working days.
Unresolved complaints can be appealed to the Board within 15 working days.
The Board will convene an Appeals Panel comprising of three Directors to hear the appeal.
The Boards decision will be final.
