Acorn Complaints Policy

Acorn view complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person (or organisation) that has made the complaint.

Our complaints policy

• To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
• To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
• To make sure everyone at Acorn knows what to do if a complaint is received.
• To make sure all complaints are investigated fairly and in a timely manner.
• To make sure that complaints are, wherever possible, resolved and that relationships and goodwill is maintained, we believe always to ensure whatever the nature of the complaint we do as much as possible to ‘put things right’ and improve for the future.
• To gather information which helps us to improve what we do for the future.

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Acorn.

Where Complaints Come From

A complaint can be received verbally, by phone, by email or in writing. All complaint information will be handled sensitively, telling only those who need to know and follow any relevant data protection requirements.

Contact Details for Complaints

Written complaints may be sent to Acorn Professional Tutors Ltd, 16 Springbrook, Eynesbury, St. Neots, Cambridgeshire, PE19 2DT, or by e-mail to Gary@acornlive.com

Verbal complaints may be made by phone to Gary White by calling 07870 147 380.

Receiving Complaints

• We will write down the facts of the complaint.
• We will ask for the complainant's name, address and telephone number.
• We will let the complainant know what will happen next and how long it will take before we reply.
• We will where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant's own words.

Resolving Complaints

In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate. Whether or not the complaint has been resolved, the complaint information will be passed on to Gary White, who records all complaints. If it has not already been resolved, he will investigate it and take appropriate action.

If the complaint relates to a specific person, they will be informed and given a fair opportunity to respond.

Complaints will be acknowledged by the person handling the complaint within 7 days. The acknowledgement will say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure will be attached.

Ideally complainants should receive a definitive reply within 14 days. If this is not possible because for example, an investigation has not been fully completed, a progress report will be sent with an indication of when a full reply will be given.

Whether the complaint is justified or not, the reply to the complainant will describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

If the complainant feels that the problem has not been satisfactorily resolved, they can request that the complaint is reviewed at Board level. At this stage, the complaint will be passed to Gary White for Board level review with other Board members, also the complainant informed when they can expect a reply.

All Acorn Board members will then investigate the facts of the case themselves, review the paperwork of the case and any decision or action taken by the Board will then be notified to the complainant who will be given a further opportunity to respond. Whether the complaint is upheld or not, the reply to the complainant will describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint. The decision taken at this stage is final, unless the Board decides it is appropriate to seek external assistance with resolution, for example the offer to the complainant for use of external mediation.

The Board may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint made about Gary White who is the Managing Director of Acorn, would clearly indicate he must be absent from any Board investigations.

Monitoring and Learning from Complaints

Complaints are reviewed annually to identify any trends which may indicate a need to take further action. Overall responsibility for this policy and its implementation lies with the board of Acorn. This policy is reviewed regularly and updated as required on an annual basis.