Complaints Policy
Complaints Policy of A Healthy View
A Healthy View 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 to organisations so that people know how to contact us to make a complaint;
- 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 A Healthy View.
Where Complaints come from
Complaints may come from any person or organisation who has a legitimate interest in A Healthy View (e.g. delegates, clients, managers, HR contacts).
A complaint can be received 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 Director of A Healthy View.
Review
This policy is reviewed regularly and updated as required.
Complaints of Discrimination
A Healthy View will treat seriously all complaints of unlawful disability discrimination on any forbidden grounds made by employees, learners or other third parties and will take action where appropriate.
All complaints will be investigated in accordance with the organisation's grievance or complaints procedure.