Complaints and Grievances

If a client or a learner has a complaint or grievance:

  • The matter should be dealt with promptly by the person directly responsible.
  • Grievances can only be resolved if someone knows that there is a problem.
  • It is up to the client or learner to complain to the person in the lowest level of authority, according to the subject.
  • There may be reasons why this is inappropriate and in this situation only, the matter may be taken directly to the next higher level of authority.
  • It should be sufficient, in the first instance, to make a verbal complaint. (A written complaint is only necessary in extreme cases or if it is easier than speaking directly about the problem). In this event, the complaint should be expressed in a straightforward and unemotional manner, giving the nature of the complaint factually and briefly. Details of any events relevant to the complaint should be listed in chronological order.
  • Agree a reasonable time for the complaint to be handled. If the problem cannot be resolved satisfactorily, it may be taken to the next level of authority. When this occurs, the person at the lower level is to be kept informed. At this stage it is preferable to summarise the complaint in writing, stating all the pertinent details and giving a copy to each of the people involved.

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