Complaints policy

Stockton-on-Tees Borough Council's Food Business Unit is committed to promoting fairness and equality of treatment to all. We welcome positive or negative feedback from any individual that has been directly affected by our services. We strive to think our learners have confidence that we will listen to their views and act upon them accordingly.

All written correspondence will be acknowledged by us within 7 working days. Any dissatisfaction received will be treated as a complaint.

Our aim is to provide our learners with a clear and precise process to follow when they feel the need to make a complaint. We will effectively communicate the process we will follow to resolve the complaint.

We aim to ensure:

• the complaints procedure is an easy process to follow
• the complaints procedure is prompt and efficient
• all complaints are treated as a dissatisfaction with our level of service
• the resolution is to the complainant's satisfaction (the explanation, apology, and action taken)
• our staff are courteous, consultative, and responsive when dealing with the complaint
• complaints and feedback received is reviewed in line with our quality assurance standards to help improve our products and services

Everyone has the right to raise a complaint. This policy will define the stages and procedures you would need to follow including:

• the process you need to follow to raise a complaint
• the appropriate person who this should be directed to
• the timescales for the complaint to be investigated
• how and when you will be notified of the outcome

Stockton-on-Tees Borough Council's Food Business Unit will not accept a complaint under this policy in relation to:

• any assessment decision or course results (please refer to the Highfield Awarding Body for Compliance Enquiries and Appeals Policy)
• any form of malpractice or maladministration, which will be dealt with under our Malpractice and Maladministration Policy