SENSE Learning - Complaints Policy

This Complaints Policy is made accessible to all Parents, Students, Local Authorities, Schools and SENse Learning associates.

Person responsible for ensuring that these policies are implemented and reviewed in line with the review dates: Sophie Amos, Operational Director

Introduction & Purpose

This policy is the Complaints Policy for SENse Learning which will be followed by all members of the Organisation and promoted by those in the position of leadership within the Organisation. This policy will be applied to all stakeholders at SENse Learning, including associates, families and commissioners.

Policy Principles & Values

The Organisation recognises that students who access SENse Learning often have very varied and complex needs and it is essential that communication is effective with families so that we are able to understand and meet these needs. SENse Learning is committed to providing high-quality and bespoke packages of education for our students. We understand that, on occasion, issues or concerns may arise. This Complaints Policy outlines the process for raising and resolving complaints in a fair, transparent, and timely manner.

A complaint is defined as an expression of dissatisfaction regarding the standard of service, actions, or lack of action by SENse Learning, its staff, or any person associated with the organisation.

Procedures

• All complaints will be treated confidentially, and information will only be shared with those directly involved in the process.

• Complaints will be handled impartially, ensuring that all parties involved have the opportunity to present their perspective.

• The process for handling complaints will be open and transparent, with clear communication at each stage.

• Complaints will be addressed promptly, with established timelines for each stage of the process.

• No individual will face discrimination or retaliation for making a complaint in good faith.

Informal Resolution

Step 1: If possible, concerns should be raised informally with the relevant pathway lead. Many issues can be resolved quickly and amicably at this stage.

Step 2: If the issue is not resolved, the complainant may proceed to the formal complaint process.

Formal Complaint

Step 3: The complainant should submit a formal complaint in writing to the SENse Learning complaints officer. This complaint should include:

• The nature of the complaint.

• Details of the incident(s) or issue(s).

• Any steps taken to resolve the issue informally.

• The desired outcome.

Step 4: The complaints officer will acknowledge receipt of the complaint within five working days and begin an investigation. The investigation may involve interviews with relevant parties and a review of related documentation.

Step 5: The complaints officer will provide a written response within 15 working days of receiving the complaint, detailing the findings and any actions to be taken.

Appeal

Step 6: If the complainant is not satisfied with the outcome, they may appeal the decision in writing to the SENse Learning director within ten working days of receiving the response.

Step 7: The director will review the appeal, considering all relevant information, and provide a final written response within 15 working days.

External Resolution

Step 8: If the complainant remains dissatisfied after the appeal, they may refer the matter to an external body, such as the Local Education Authority. SENse Learning will provide information on how to do so upon request.

Safeguarding

If a complaint relates to safeguarding concerns, the complainant should contact the LADO at their relevant Local Education Authority.

Record Keeping

All complaints, including details of their investigation and outcomes, will be documented and retained securely by SENse Learning. These records will be reviewed periodically to identify any patterns or areas for improvement.