Complaints Policy

1. Introduction

At Bywater Kent Support Services Ltd, we are committed to providing high-quality services to our clients, particularly schools, their staff and Governing Body. We understand that there may be instances where there are concerns or complaints about our services. This Complaints Policy outlines the process for raising and resolving complaints, ensuring transparency, fairness, and timely resolution.

We take each complaint seriously and use it as an opportunity to learn from your experience of our service. We will deal with it in accordance with the GDPR legislation and Data Protection Act 2018

2. Purpose

The purpose of this policy is to establish a clear and structured process for addressing and resolving complaints. This policy aims to maintain positive relationships, improve our services, and ensure that any concerns are addressed promptly and effectively.

3. Scope

This policy applies to all clients, their staff and Governing Body who use the services provided by Bywater Kent Support Services Ltd.

4. Definitions

Complaint: A formal expression of dissatisfaction regarding the quality of service, conduct, or any other aspect of our services.

5. Complaints Procedure

Complaints must be raised within three months of an incident occurring. Any complaints submitted beyond this time frame will not be considered.

Stage 1: Informal Resolution

We encourage our clients to attempt to resolve their complaint informally with us in the first instance by discussing the matter with their designated point of contact within Bywater Kent Support Services Ltd. This allows for an open dialogue and an opportunity to address concerns swiftly.

Stage 2: Formal Complaint

If an informal resolution is not possible or satisfactory, the complainant should follow these steps to file a formal complaint:

Complaint Submission: The complainant should submit their complaint in writing, detailing the nature of the complaint, the parties involved, relevant dates, and any supporting documents. Complaints should be sent via email to John@bywaterkent.co.uk.

Acknowledgment: Bywater Kent Support Services Ltd will acknowledge the complaint within 5 working days of the date of receipt

Investigation: An appointed complaints officer will conduct a thorough investigation into the complaint. The complainant may be contacted for additional information if necessary.

Resolution: Bywater Kent Support Services Ltd will provide a written response to the complainant within 28 working days of acknowledging the complaint. The response will include the findings of the investigation, any corrective actions taken, and proposed solutions.

Stage 3: Appeal

If the complainant is not satisfied with the resolution provided at Stage 2, they may take the matter to an appeal. This is a formal process and the ultimate recourse.

The appeal gives the complainant the chance to present their views in front of someone who has no prior knowledge of the details of the case and who can, therefore, consider it without prejudice. The aim of the appeal is not to reinvestigate the complaint, it is there to review how the complaint has been investigated and to determine whether this has been conducted fairly. It is there to establish facts and make recommendations which will reassure the complainant that we have taken the complaint seriously.

Submit Appeal: The complainant should submit their appeal in writing within 10 calendar days of receiving our response to their complaint. The complainant should set out why they are dis-satisfied with the resolution at Stage 2 of the Complaints Process. Appeals should be sent via email to John@bywaterkent.co.uk.

Acknowledgment: Bywater Kent Support Services Ltd will acknowledge the Appeal within 5 working days of the date of its receipt.

Appeal Meeting: An Appeal Meeting will be scheduled to take place within 20 working days of the receipt of your appeal and allowing you a minimum of 5 working days’ notice.

Resolution: Bywater Kent Support Services Ltd will provide a written response to the appeal within 3 working days of the date of the Appeal Meeting.

6. Confidentiality

All complaints and related information will be treated confidentially, with information shared only with those individuals directly involved in the resolution process.

7. Monitoring and Improvement

Bywater Kent Support Services Ltd will periodically review and analyse complaints to identify trends and areas for improvement in our services. This will help us enhance our service quality and prevent future complaints.

8. Training

All employees of Bywater Kent Support Services Ltd will be trained on the Complaints Policy to ensure consistent and effective implementation.

9. Contact Information

For submitting complaints or seeking clarification about this policy, please contact:

John Bywater, Business Lead, Bywater Kent Support Services Ltd Email: John@bywaterkent.co.uk

10. Review

This Complaints Policy will be reviewed annually to ensure its effectiveness and relevance.

11. Conclusion

Bywater Kent Support Services Ltd is committed to addressing complaints promptly, fairly, and transparently, and to continuously improving our services based on feedback received. We encourage open communication and constructive dialogue to maintain positive relationships with our clients and their staff.