COMPLAINTS PROCEDURE

---

Introduction

If you have a complaint or concern about the service you have received from The Academy of Dental Nursing Ltd please let the Complaints Manager know.  

The staff in the company want to provide you with a good service. But sometimes things can go wrong, and you may want to complain, or maybe just tell us about your concerns or suggest improvements.If you have any suggestions, please let us know. 

If you feel that you wish to raise a matter of concern without making a formal complaint please ask to speak to the Complaints Manager or request a complaint / incident form from the staff at the reception desk. Please be assured that all your comments and complaints will be handled with complete discretion and that confidentiality will be maintained at all times. 

All information regarding your complaint will be handled in compliance with GDPR18 / The Data Protection Act. If you are unable to make your complaint yourself, anyone acting on your behalf would need to have your written authority. Where someone is unable to give written consent, we will need evidence that you are their next of kin, or have their agreement, before we proceed. You and your family will not be penalised by making a complaint.

Filing a complaint

If you do decide to make a formal complaint, then your complaint should be addressed to: The Academy of Dental Nursing Ltd,  FAO The Complaints Manager, 2 Robert Street, Widnes, Cheshire, WA8 6LY

What happens next

• We will acknowledge receipt of your written complaint within 3 working days.  
• Investigate your complaint.    
• Offer to meet with you to discuss the matter in more detail, if this is appropriate.    
• Offer a full, written explanation within 30 working days. If for any reason we are unable to obtain all the necessary information within that time scale we will keep you informed of the reasons for delay.    

If you are not happy with the outcome

If you are not happy with our response to your complaint, you can contact us again and we will do our best to resolve your concerns.    

Our aim is to ensure your experience at The Academy of Dental Nursing is satisfactory at all times.Your suggestions, compliments and complaints will help us to provide you with a better service. 

Purpose: To inform complainants of The Academy of Dental Nursing procedures for dealing with 

                      complaints and the appeals process.  

Scope: All Academy students, parents of students (under 18 years old) and fee paying employers.  

This procedure is the responsibility of the Managing Directors and the Centre Manager.  

Complaints or appeals against the assessment of learning or how assessments are conducted should be undertaken in accordance with the Procedure for appealing Against Assessment Decisions.

Complaints against the Company should be undertaken in accordance with the Company Complaints Procedure

At the Induction stage, all students are made aware of the Complaints and Appeals Procedure.  

All complaints will be received respectfully and in confidence. Whenever possible the complaint will be resolved quickly, effectively and informally.  

Initially, all complainants will be directed to speak with their Personal Tutor, progressing to the relevant Manager.  

If a complaint remains unresolved, an appointment should be made to speak with the Centre Lead or a Managing Director. If the complaint still remains unresolved, the complainant should be directed to make an appointment with a Managing Director.

If the complainant wishes to make a formal complaint, the Formal Complaints Procedure will be instigated. This applies to complaints received by telephone, by post / email or in person. 

Complaints will be investigated without prejudice to the complainant and in confidence. Confidential support to enable the complaint to be put in writing or any other medium the complainant requires, e.g. braille, audio, will be made available where required.  

A complaint form must be completed and the complaint shall be recorded. A complaint form shall be sent out for completion if the complaint is made by telephone. The complainant will be informed of the Company’s Complaint Appeal Procedure at this stage.  

All complaints submitted will be screened initially by a Managing Director who will normally acknowledge the complaint within 10 working days. The complaint will then be forwarded to a designated Vice Principal who will investigate the complaint.  

The complaint will be investigated by a member of staff who is not directly linked to the complaint.

The Investigating Manager will investigate thoroughly and report their findings and if applicable, corrective actions to the Vice Principal. 

The Vice Principal will send a written response to the complainant on the outcome of the investigation, and if applicable, any corrective action that the Company intends to take.  

The investigation will normally be completed within four working weeks of receipt of the complaint being received by the Vice Principal. Where this timescale is not feasible, the Vice Principal must make the complainant aware of progress as an interim measure. The Vice Principal will normally send the outcome of the process in writing to the complainant within four working weeks, and a copy sent to a Managing Director to be recorded.  

Appeals against a decision should be submitted in writing to the Principal, stating the reasons for the appeal. Complaint appeals will be heard in accordance with the Complaint Appeal Procedure as attached at Appendix 1.  

A designated senior manager shall consider the appeal against the outcome of a complaint that has been dealt with through the Company Complaints and Appeals Procedure. The designated senior manager will decide whether to review the complaint by examining the associated paperwork and evidence collected, or whether to arrange a meeting with the complainant.  

All appeals shall be received courteously and in confidence. If appropriate, notification of an appeal meeting will be made in writing to the complainant giving adequate notice. The meeting will also be attended by a manager who has not previously been involved in the complaint. 

The complainant has an entitlement to have a copy of the procedure on request and to have the procedure explained prior to the appeal. The decision of the appeal investigation will be confirmed in writing to the complainant, normally within ten working days, and a copy sent to the Managing Directors to be recorded. The outcome of the appeal investigation will be final.