Scope

This policy covers complaints that centres/employers, learners/apprentices or key stakeholders may wish to make in relation to the qualifications/end-point assessments and associated services offered by House Of Hope.

Introduction

When to use this policy?
A complaint may be made about any aspect of the operations of House Of Hope over which it has control, such as:
The operation of House Of Hope services, systems, process and procedures (Any complaint about maladministration will be dealt with through the procedures specifically designed for malpractice and maladministration)
House Of Hope will not normally investigate complaints:
Which are being, or have been, considered by a court or similar body
More than one month after the decision or action complained about has been taken
Where House Of Hope considers the complaint to be vexatious, malicious or frivolous.

The Policy

The policy

• House Of Hope is committed to maintaining the highest standards for its learners/apprentices, centres/employers and other key stakeholders. The policies and procedures covering complaints aim to provide an efficient, effective and transparent mechanism for learners/apprentices, centres/employers and other key stakeholders to complain about any aspect of House Of Hope.
• All complaints should be dealt with fairly and in a timely manner, and should be recorded so that analysis is facilitated. Individuals should not be discouraged from making complaints, unless they are vexatious, malicious or frivolous. Where possible complaints should be dealt with informally, although all complaints and their outcomes will be recorded.
• Where formal complaints are made it is critical that they are responded to with an appropriate degree of formality and in such a manner as to ensure so far as possible that all concerned can have confidence in the process and the outcomes. The procedural policy set out below is designed to provide such confidence.
• House Of Hope is prepared to investigate issues which are reported anonymously. However, it is always preferable for complainants to reveal their identity and contact details and if they are concerned about possible adverse consequences, they can inform us that they do not wish for us to divulge their identity. House Of Hope is not obliged (as recommended by the regulators) to disclose information if to do so would be a breach of confidentiality and/or any other legal duty.
• Should, as part of a complaint investigation, House Of Hope discover a failure in its assessment process, House Of Hope will take all reasonable steps to:
  • Identify other learners/apprentices who have been affected by the failure
  • Correct or where it cannot be corrected, mitigate as far as possible the effect of the failure
  • Ensure that the failure does not recur in the future.
• This policy sets out guidelines to ensure that complaints received by House Of Hope are dealt with quickly, fairly and effectively.
• House Of Hope will:
  • Take appropriate action to address concerns
  • Implement the Complaints procedure in an open, transparent and accountable way
  • Acknowledge receipt of a complaint within 2 working days of a written complaint being received
  • Communicate initial conclusions from the investigation within 20 working days from receipt of complaint
  • Aim to reach a final conclusion in resolving a complaint within 35 working days of receipt of written complaint
• House Of Hope staff will not engage with persistent/repeated contact from complainants or abusive complainants. Where a complainant corresponds with House Of Hope in an abusive manner or repeatedly and persistently contacts House Of Hope with no new information or evidence to bring to investigations, House Of Hope will treat such behaviour/correspondence as vexatious.

The following forms of behaviour or correspondence are considered vexatious:

• A complainant being abusive or threatening, either during a telephone conversation, face to face meeting or in written correspondence.
• A complainant repeatedly contacting House Of Hope via telephone or email in a given working day without offering new evidence or information.
• Making unreasonable demands on House Of Hope outside of the agreed remit of the investigation.
• Making accusatory remarks about House Of Hope or the House Of Hope Representative managing the case.
• In all the above circumstances, the complainant will be referred to the Head of Compliance or the Managing Director.
• Every attempt has been made to ensure that the provisions of this document are consistent with the requirements of the regulatory authorities. Where the requirements of the regulatory authorities are amended and require changes to this document, such changes will be made as soon as practicable and House Of Hope will inform its customers accordingly.