ASEND - Complaints Policy

1. Purpose, scope and which procedure to use

This policy sets out how to make a complaint about ASEND Ltd, or about anyone delivering services through ASEND, and how we will deal with it.

We define a complaint as:

"an expression of discontent or dissatisfaction about something that ASEND Ltd, or someone delivering services through ASEND Ltd, has done or failed to do, whether or not the complainant considers it justified."

In this policy, "people who deliver our services" means our employees (including employed teachers), workers, volunteers, and the self-employed tutors, mentors, therapists and other professionals engaged by ASEND under contracts for services (contractors).

2. Our commitments

We will make sure that:

• any young person, client or third party who feels unsafe, unsupported, at risk or unfairly treated, or has any other concern about our services, has clear and free access to someone who will listen and act for them;

• complainants know who to go to, and that their complaint will be heard without prejudice and reviewed fairly; and

• the people who deliver our services meet the standards expected of them, so complaints are less likely to arise. Employees and workers follow our Code of Conduct. Contractors follow the Safety Led Working Practices that form part of their contract for services.

3. How to complain and the internal procedure

You can complain directly to ASEND, or through someone who supports you, such as the local authority, a foster carer or a social worker, who can pass your complaint to us. We encourage you to come to us first, so we can put things right as quickly as possible.

Stage 1: raising it informally

If possible, raise your complaint with the person delivering the service, who will try to resolve it there and then. If they cannot, or you would rather not raise it with them, contact the central team.

The central team will aim to resolve your complaint within 7 working days.

Stage 2: formal complaint

If your complaint has not been resolved within 7 working days, or you want to make a formal complaint, put it in writing to the central team. They will pass it to Senior Management immediately.

Senior Management will acknowledge your complaint, investigate it, and aim to give you a written response within a further 7 working days. If they need longer, they will tell you why and when you can expect a response.

If you are still not satisfied, you can take your complaint further (section 4).

4. Complaints raised through others, and taking a complaint further

Complaints passed to us. If a complaint reaches us through a parent, social worker, foster carer, local authority or another third party, we will deal with it in the same way. It will go straight to Senior Management, who will aim to resolve it within 7 working days.

Taking a complaint further. If your complaint is not resolved, you can raise it with:

• your parent or carer, social worker or foster carer;

• the local authority that commissioned the service, which may consider it under its own complaints procedure; or

• if you are an employee of another organisation, such as a school, your own employer.

We will cooperate with any external review of a complaint about our services.

5. Complaints about people who deliver our services

ASEND is responsible for handling complaints about the services it provides, including services delivered by contractors.

If a complaint is about an individual:

• the person concerned will be told about it and given the chance to respond, unless doing so would put a child at risk or compromise a safeguarding enquiry;

• if the complaint is upheld, employees and workers may face action under the Disciplinary Procedure, volunteers may have their role ended, and contractors may face action under their contract for services, including ending the engagement; and

• any allegation that someone has harmed a child, or may pose a risk to children, must go to the Designated Safeguarding Lead immediately and will be dealt with under the Safeguarding and Child Protection Policy, including referral to the LADO where appropriate.

6. Complaints by contractors and volunteers

Contractors and volunteers can use this policy to complain about how they have been treated by ASEND or anyone working with us, including complaints of discrimination, harassment or bullying. Contact the Group Head of People, who will deal with the complaint under the stages in section 3. Contractors who believe an engagement decision was discriminatory can also raise it with the Head of Recruitment.

Contractors should raise concerns about the commercial terms of an engagement, fees or the allocation of referrals under the dispute resolution provisions of their contract for services.

Anyone who wants to raise a concern about wrongdoing in the public interest should use the Whistleblowing Policy. Disclosures can also be made to a prescribed person or body, such as the Health and Safety Executive or the NSPCC. A full list is on http://gov.uk . No one will suffer any detriment for doing so.

7. Safeguarding, related policies and records

Safeguarding. If any complaint contains anything that could be a child protection issue, it must be raised with the Designated Safeguarding Lead immediately. The DSL will act under the Safeguarding and Child Protection Policy and follow the relevant local authority's procedures. Allegations about an adult who works with children will be referred to the LADO where they meet the threshold.

Related policies. Some complaints will be dealt with under other policies instead of, or as well as, this one:

• Safeguarding and Child Protection Policy, for concerns about a child and allegations against adults;

• Whistleblowing Policy;

• Anti-Bullying Policy;

• Equality and Diversity Policy; and

• Grievance Procedure, for employees and workers.

Records. We keep a confidential record of every complaint, the action taken and the outcome, in line with data protection law. Senior Management reviews complaints regularly to identify patterns and improve our services.

8. Contacts and review

This policy is reviewed every 12 months, and updated to reflect changes in law, guidance or good practice.