Complaints Policy
At Focused Future, we are committed to providing a positive and enriching experience for all participants. We value feedback from our students and their families and consider complaints as an opportunity to improve our services. This policy outlines the procedures for addressing and resolving complaints in a fair, transparent, and timely manner.
Objectives
To provide a clear process for participants and their families to raise complaints.
To ensure complaints are addressed promptly and appropriately.
To maintain open communication with complainants throughout the resolution process.
To use feedback from complaints to continuously enhance our summer school programs and services.
Complaints Procedure
Informal Resolution: We encourage complainants to first attempt informal resolution by discussing their concerns with the relevant staff member, instructor, or supervisor. Most issues can be resolved through open communication and mutual understanding.
Formal Complaint Submission: If the complainant is not satisfied with the informal resolution or if the nature of the complaint requires formal handling, they can submit a written complaint to Focused Future Ltd. The written complaint should include the nature of the issue, relevant details, and contact information.
Acknowledgment of Complaint: Upon receiving a formal complaint, Focused Future Ltd will acknowledge its receipt within 14 business days. The acknowledgment will include an overview of the complaint handling process and an estimated timeframe for resolution.
Investigation: Focused Future Ltd will conduct a thorough and impartial investigation into the complaint. They may interview relevant parties and gather additional information to fully understand the issue.
Resolution: Focused Future Ltd aims to resolve complaints within 14 business days from the acknowledgment of the complaint. Depending on the complexity of the issue, the resolution may involve changes in procedures, corrective actions, or other appropriate measures.
Communication: Throughout the complaint resolution process, we will maintain open communication with the complainant, keeping them informed of the progress and outcome. If more time is needed for investigation or resolution, we will provide updates on the expected timeline.
Record-keeping: All complaints and their resolutions will be documented and retained for future reference and continuous improvement purposes.
Escalation: If the complainant is dissatisfied with the resolution, they can request an escalation to a higher level of management. Alternatively, if the complaint pertains to a specific issue regulated by external bodies, complainants will be provided with relevant information on how to escalate the issue externally if desired.
Feedback loop: Feedback from complaints will be analyzed to identify recurring issues and implement changes to prevent similar concerns in the future. The Directors of Focused Future will periodically review the complaints data to assess the effectiveness of the complaint resolution process.
Confidentiality
All complaints will be treated with the utmost confidentiality. Information related to complaints will only be shared with individuals directly involved in the resolution process.
Contact Information
Complaints can be submitted in writing to info@focusedfuture.co.uk.
Policy Review
This Complaints Policy will be reviewed annually to ensure its effectiveness and relevance.