Complaints Policy
1. Purpose
First Class Support is committed to providing a professional, efficient and inclusive service to students, support workers, institutions and other stakeholders.
We aim to maintain high standards; however, we recognise that there may be occasions when someone is dissatisfied with our service. This policy explains how concerns and complaints can be raised, investigated and resolved fairly.
All complaints will be taken seriously and handled professionally, consistently and without unnecessary delay. No person will be disadvantaged or treated unfavourably because they have raised a genuine concern or complaint.
2. Scope
A complaint is an expression of dissatisfaction about the standard of service provided by First Class Support, the conduct of somebody acting on our behalf, or an action or decision taken by the company.
This policy can be used by:
• students and other service users;
• support workers and contractors;
• universities, colleges and other institutions;
• parents, carers, advocates and authorised representatives; and
• any other person directly affected by our services.
Employee complaints relating to their own employment should normally be raised under the company’s Grievance Policy.
Safeguarding concerns, allegations of serious misconduct, whistleblowing disclosures and personal data breaches may need to be managed under a separate policy or procedure. Where appropriate, First Class Support will explain this to the person raising the concern.
3. How to make a complaint
Formal complaints should normally be submitted in writing by email. This ensures that the details of the complaint are recorded accurately and provides a clear record for both the complainant and First Class Support.
Complaints contact: Business Operations Manager
Email: admin@firstclass-support.co.uk
Telephone: 01752358641
A complaint should, where possible, include:
• the complainant’s name and contact details;
• details of what happened and when;
• the names of anyone involved;
• any relevant documents or evidence;
• the effect the matter has had; and
• the outcome or action the complainant is seeking.
A complaint will not be rejected solely because all this information has not been provided.
Anonymous complaints may be considered where sufficient information is available to investigate. However, anonymity may limit our ability to investigate the matter or provide an outcome.
Where someone is unable to submit a written complaint because of a disability, communication need or other accessibility barrier, First Class Support will provide reasonable assistance or accept the complaint verbally. The member of staff receiving it will make a written record and send this to the complainant for confirmation, wherever possible, before the formal investigation begins.
4. Accessibility and support
First Class Support will make reasonable adjustments to ensure that its complaints process is accessible. Complaints may be made in an alternative format or with the assistance of another person where required.
A complainant may ask a friend, relative, advocate, Citizens Advice adviser or legal representative to support or represent them. Where a representative is acting on the complainant’s behalf, First Class Support may require the complainant’s consent before sharing personal or confidential information with that person.
5. Acknowledgement
First Class Support will acknowledge receipt of a complaint within two working days.
The acknowledgement will normally confirm:
• that the complaint has been received;
• the name or role of the person handling it;
• whether any further information is required;
• the next steps in the process; and
• when the complainant should expect a response.
Where a concern can be resolved promptly and informally, First Class Support may attempt to do so with the complainant’s agreement. The complainant may still request that the matter is handled as a formal complaint.
6. Investigation
Complaints will be handled by an appropriate member of the management team. Wherever reasonably possible, the complaint handler will not be someone who is directly involved in the matters being investigated.
The complaint handler may:
• request further information from the complainant;
• speak to employees, support workers or other relevant parties;
• review correspondence, records and other evidence;
• consider relevant contractual, regulatory or institutional requirements; and
• take any other reasonable steps necessary to establish what happened.
Everyone involved in an investigation is expected to cooperate and provide accurate information.
The investigation will be fair and proportionate. No assumptions will be made about the outcome before the relevant information has been considered.
7. Complaint outcome
First Class Support aims to provide a full written outcome within 10 working days of acknowledging the complaint.
The outcome will normally explain:
• the issues considered;
• the findings of the investigation;
• whether the complaint has been upheld, partially upheld or not upheld;
• the reasons for the decision;
• any action already taken or proposed; and
• how the complainant can request a review of the outcome.
Where further investigation is required and a full response cannot reasonably be provided within 10 working days, the complainant will be informed of:
• the reason for the delay;
• the action being taken;
• the revised response date; and
• how they may contact the complaint handler in the meantime.
8. Remedies
Where a complaint is upheld or partially upheld, First Class Support will consider an appropriate and proportionate remedy.
This may include:
• an explanation or apology;
• correcting inaccurate information;
• taking action to resolve or reduce the impact of the issue;
• reviewing a decision;
• providing further guidance or training;
• reviewing internal processes or controls; or
• taking appropriate management, contractual or disciplinary action.
Confidential employment, disciplinary or contractual information about another person may not be disclosed to the complainant.
9. Escalation and review
If the complainant is dissatisfied with the outcome or handling of their complaint, they may request a review by contacting the Company Director within 10 working days of receiving the outcome.
The request should explain why the complainant believes:
• relevant information was not considered;
• the procedure was not followed properly;
• the outcome was unreasonable based on the available information; or
• further relevant evidence has become available.
The review will be undertaken by the Company Director who was not directly responsible for the original decision, wherever reasonably possible.
First Class Support aims to acknowledge the review request within two working days and provide a final written response within 10 working days. If additional time is required, the complainant will be informed of the reason and given a revised response date.
The review response will represent the conclusion of First Class Support’s internal complaints process.
10. Confidentiality and data protection
Complaints will be handled sensitively and information will only be shared with individuals who reasonably need it to investigate, respond to or take action regarding the complaint.
Information will be processed in accordance with applicable data-protection legislation and First Class Support’s relevant privacy and data-protection policies.
Complete confidentiality cannot be guaranteed where information must be disclosed to investigate the complaint, comply with a legal obligation, protect someone from harm or allow a person who is the subject of the complaint a fair opportunity to respond.
11. Records and monitoring
First Class Support will maintain appropriate records of complaints, investigations, outcomes, reviews and resulting actions.
Complaints will be monitored to identify recurring issues, service improvements and any training or procedural changes required.
Complaint records will be retained securely and only for as long as required under the company’s data-retention arrangements and applicable legal or contractual requirements.
12. Unreasonable or abusive behaviour
First Class Support understands that people may be upset or distressed when making a complaint. Reasonable persistence or disagreement with an outcome will not, by itself, be treated as unacceptable behaviour.
However, threatening, abusive, discriminatory or persistently disruptive behaviour will not be tolerated. Where such behaviour occurs, First Class Support may set reasonable limits on how communication takes place while continuing to consider the complaint fairly wherever possible.