Complaints Policy
If something has gone wrong, we would rather hear about it. This page sets out what happens when you tell us, who looks at it, and how long each stage takes.
The Code Zone Ltd is committed to providing the highest standards of service and continuously improving our practices. We recognise that sometimes service users, parents, carers, volunteers, staff or other stakeholders may have concerns or complaints. This Complaints Policy outlines our approach for addressing these issues fairly, promptly and effectively.
Purpose
The purpose of this policy is to provide a clear framework for raising, handling and resolving complaints. It aims to ensure that all complaints are taken seriously and addressed in a systematic manner, promoting trust and transparency within The Code Zone Ltd.
Scope
This policy applies to all service users, parents, carers, volunteers, staff and other stakeholders who wish to raise a complaint about any aspect of our services or operations.
What counts as a complaint
A complaint is an expression of dissatisfaction or concern regarding any aspect of The Code Zone Ltd's services, policies, practices or staff conduct. Complaints can be made about, but are not limited to:
- Quality of service or programme delivery
- Staff behaviour or conduct
- Health and safety issues
- Administrative errors or delays
- Breach of policies and procedures
Policy statement
The Code Zone Ltd encourages open communication and views complaints as an opportunity to learn and improve. We are committed to resolving complaints promptly and thoroughly, in line with this policy and relevant legal and regulatory requirements.
If your concern is about a child's safety
A worry about the safety or welfare of a child is not handled through this policy. Tell the mentor during the session, or email info@thecodezone.co.uk, and it goes straight to our designated safeguarding lead. Our safeguarding policies set out what happens next.
How to raise a complaint
Step 1: Informal resolution
- Direct communication. The complainant is encouraged to raise the issue directly with the individual or group concerned in the first instance, as many concerns can be resolved informally through open and constructive communication.
- Line manager involvement. If the complainant feels uncomfortable talking directly to the person concerned, or if the issue is not resolved, they should approach the line manager or supervisor of the relevant area.
Step 2: Formal complaint
- Submitting a complaint. If the issue cannot be resolved informally, the complainant should submit a formal complaint using the contact details below.
- Acknowledgement. Upon receipt of a formal complaint, The Code Zone Ltd will acknowledge the complaint within five working days, providing a brief outline of the next steps and a timeline for addressing the complaint.
Step 3: Investigation
- Who investigates. The complaint will be referred to an appropriate manager or to our designated complaints officer, who will lead the investigation. The investigation will be thorough and impartial.
- Gathering information. The investigator will gather all relevant information, including speaking with the complainant, relevant staff and other witnesses where applicable.
- Confidentiality. All complaints and related information will be treated in confidence. Information will be shared only with those who need to know for the purposes of investigating and resolving the complaint.
Step 4: Resolution
- Decision. Once the investigation is complete, the investigator will make a decision on the appropriate resolution. This may include offering an apology, taking corrective action, or making changes to policies or practices.
- Communication. The complainant will be informed in writing of the outcome of the investigation and any actions taken within 20 working days of the formal complaint being acknowledged. If more time is needed, the complainant will be kept informed of any delays.
Appeals
- Right to appeal. If the complainant is not satisfied with the outcome of the complaint, they have the right to appeal the decision. The appeal should be submitted in writing within 10 working days of receiving the investigation outcome.
- Appeal procedure. The appeal will be reviewed by a senior manager who was not involved in the original investigation. The appeal process will involve a review of the complaint, the investigation and the resolution outcome.
- Final decision. The senior manager will make a final decision on the appeal and communicate this to the complainant in writing within 15 working days of receiving the appeal. This decision will be final.
Protection for complainants
The Code Zone Ltd is committed to ensuring that individuals who raise complaints are not subjected to any form of retaliation or detriment. Any retaliatory action taken against a complainant will be treated as a serious disciplinary offence.
Monitoring and review
To ensure effectiveness and continuous improvement, The Code Zone Ltd will monitor and review complaints on an annual basis. Trends and patterns will be analysed to identify areas for improvement, and any changes to this Complaints Policy will be communicated to all stakeholders.
Contact
Formal complaints, and any questions about this policy, should go to our designated complaints officer:
- Email: info@thecodezone.co.uk
- Phone: 0333 090 5697 (9am to 7pm)
The Code Zone Ltd is dedicated to providing a high-quality service and values feedback from all stakeholders. This Complaints Policy aims to ensure that complaints are handled promptly, fairly and constructively, fostering an environment of trust and continuous improvement.
