Complaints Policy

Famlingo BSL Centre

Policies

Aim

The complaints procedure is to ensure all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.

Definition

A complaint is “any expression of dissatisfaction that requires a response”.

Responsibility of Famlingo

Famlingo will:

Acknowledge the formal complaint and aim to respond within three working days.
Deal with complaints reasonably and sensibly.
Take appropriate action.

Responsibility of the Complainant

The complainant will be expected to:

Bring the complaint to Famlingo’s attention as soon as possible.
Explain the problem as fully and as clearly as possible.
Allow Famlingo reasonable time to deal with the matter.
Recognise that some circumstances may be beyond Famlingo’s control.

Confidentiality

Every attempt will be made to ensure the person raising the concern and Famlingo observe the confidentiality of the problem.

Informal Stage

Famlingo aims to deal with informal concerns immediately. Normally these will be raised with an appropriate member of staff. If concerns are not satisfactorily resolved this way, the formal complaints policy will be followed.

How to make a formal complaint

Formal complaints should be submitted normally in writing using the complaint form or BSL video.
You are advised to keep your own records and any documents that may support the complaint.
You may be asked if the issue has previously been raised on an informal basis and who with
The Centre Administrative Manager will refer your complaint to the most appropriate person and will acknowledge receipt of your complaint and inform you who is dealing with it.
An appropriate person will investigate the complaint and inform you of progress (normally within 14 days) and ensure appropriate action is taken.
Some issues may be more complex and may require longer to investigate.
Following the response and having exhausted the Complaints Procedure, if you are still unhappy and feel the matter has not been resolved to your satisfaction you may wish to refer your complaint to the awarding body.

Record of Complaint Form

If you wish to make a complaint, please contact accounts@famlingo.co.uk to request a Record of Complaint Form.