Complaints policy

Informal process

We understand that most individuals who are not satisfied with a service would like it addressed and dealt with as soon as possible, therefore an informal process would be far more appropriate.

An informal process will be more efficient at resolving complaints quickly by mediating between who is responsible for the dissatisfaction and the complainant. The complaint may be resolved immediately following this process, so we encourage our learners to contact us directly for an informal discussion if they have a complaint that needs to be resolved to achieve the desirable outcome.

If a complaint cannot be resolved informally then the formal complaints procedure should be followed. We may require further information from the complainant to ensure we fully understand what the complaint entails, we will investigate accordingly to achieve the best outcome.

Formal process

Stage one

If the complainant is not satisfied with the outcome from the informal process the dissatisfaction should be submitted in writing to the Stockton-on-Tees Borough Council Food Business Unit. Once we have received this information, we will send acknowledgement of receipt to the complainant within 7 working days and an investigation to resolve the dissatisfaction will commence.

The Stockton-on-Tees Borough Council Food Business Unit will identify an appropriate manager to review the complaint for further investigation and the complainant will be notified of the individual responsible for this. The member of management will conduct a further investigation into the complaint. Upon completion of the investigation they will communicate and notify the complainant and provide them with an explanation or resolution.

To ensure a fair and thorough process is followed the duration of the investigation will depend on the nature and severity of the complaint we receive at this stage, or the complexity of the response required. We do aim to provide this as soon as the outcome is available or within a maximum of 28 days of receiving the stage one complaint. In some cases it may take longer to conclude the complaint with an outcome, in these instances the complainant will be notified of revised timescales.

If the complainant remains dissatisfied with the outcome from the manager's investigation the next step is to pursue stage two of the complaints procedure.

Stage two

If the complainant is not satisfied with the outcome from the stage one complaints process, they can request a review of the complaint by a senior manager. This must take place within 14 days of the outcome of the original complaint and must be submitted in writing.

The senior manager will determine if appropriate procedures were followed and the complaint was answered fully. If there is new evidence submitted in support of the complaint this will also be reviewed. Following the review, we aim to notify the complainant in writing as soon as possible of the outcome, within a maximum of 28 days.

If the provider or learner is not satisfied with the final response, they may then refer the complaint to the awarding body or the appropriate regulatory authority..