The purpose of this guide is to provide a framework to the complaint procedure covering:
(1) Receiving complaints;
(2) Responding to complaints;
(3) The appropriate investigation of complaints and the action required where a complaint cannot be resolved on the spot; and
(4) Notifying complainants of their right to go to investigate further via the Director/Exam Board.
Onside Sports Education is committed to ensuring that all complaints received are handled fairly, consistently and promptly and that the firm identifies and remedies any recurring or systematic problems, as well as any specific problem identified by a complainant.
A complaint is any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about any matter in regards to Onside Sports Education.
A complaint must involve an allegation that the complainant has suffered, or may suffer, distress, unhappiness or unreasonable actions due to the actions of Onside Sports Education, within its care or by its staff.
All complaints are to be referred immediately to the Head of Education using the complaints reporting template, who will be responsible for carrying out a thorough and prompt investigation. The Managing Director has the authority to settle any complaint.
If a complaint (this may be verbally made), has not been resolved with a working week after the complaint has been made, a written acknowledgement and a copy of these complaints procedures will be promptly, i.e. within five business days of the complaint being made, mailed to the complainant by the Managing Director.
Onside will endeavour to resolve a complaint at the earliest possible stage.
Onside will within four weeks of receiving a complaint send the complainant either:-
(1) A final response; or
(2) A holding response, explaining why Onside is not yet in a position to resolve the complaint, and giving an indication when further contact will be made (must be within eight weeks of receipt of the complaint).
By the end of eight weeks after receipt of a complaint, the firm must send the complainant either:-
(1) A final response; or
(2) A response which:
(a) Explains that Onside is still not in a position to make a final response, giving reasons for the further delay and provide an indication when a final response will be made (this could be due legal obligations); and
(b) Informs the complainant that they may refer the complaint to the appropriate body (Exam Board/Police).
When Onside sends a complainant its final response, this must:-
Inform the complainant that he/she may refer the complaint to the appropriate body if he/she is dissatisfied with the final response.
Complaints should not be commentated, concluded or judged until official closure of the complaint.
A closed complaint is a complaint:
(1) Where Onside has sent a final response; or
(2) Where the complainant has positively indicated acceptance of Onsides earlier response; or
(3) Where the complainant has failed to revert to Onside within eight weeks of the most recent letter.