zilongwang/ReadingBank huggingface dataset:
9. Once a valid complaint relating to an alleged breach of the Code of Conduct for Members has been received by the Monitoring Officer, it will be considered by the Monitoring Officer with the Independent Person. You and the member against whom the complaint has been made will not be allowed to attend these deliberations, as the matter will be considered in private. 10. The Monitoring Officer, in consultation with the Independent Person, may resolve to: (a) dismiss your complaint, with reasons; (b) ask you for additional information, with reasons; or (c) refer your complaint for investigation (or other action). 11. You will be notified once the decision is made and given information on any further stage(s) in the process at that time. Monitoring Officer South Lakeland District Council Lakeland House, Lowther Street Kendal, Cumbria LA9 4UQ Tel: 01539 797512 Email: June 2012 Sanctions available to the Standards Committee The Council has delegated to the Standards Committee such of its powers to take action in respect of individual members as may be necessary to promote and maintain high standards of conduct. Accordingly the Standards Committee may:– (1) publish its findings in respect of the member’s conduct; (2) send a formal letter to the Member; (3) report its findings to Council or to the Parish Council for information; (4) recommend to the member’s Group Leader (or in the case of un-grouped members, recommend to Council or to Committees) that he/she be removed from any or all Committees or Sub-Committees of the Council; (5) recommend to the Leader of the Council that the member be removed from the Cabinet, or removed from particular Portfolio responsibilities;
PIN: 26019126144A AMOUNT: $464,558.00 NAME: Jacob A. Riis Neighborhood Settlement ADDRESS: 10-25 41st Avenue, Long Island City, New York 11101 PIN: 26019126169A AMOUNT: $120,322.00 NAME: Madison Square Boys & Girls Club ADDRESS: 733 Third Avenue, New York, New York 10017 PIN: 26019126145A AMOUNT: $448,281.00 NAME: Northside Center For Development, Inc. ADDRESS: 1301 5th Avenue, New York, New York 10029 PIN: 26019126170A AMOUNT: $168,000.00 NAME: NY Tibetan Service Center, Inc. ADDRESS: 30-81 Steinway Street, Long Island City, New York 11103 PIN: 26019126146A AMOUNT: $667,553.00 NAME: Police Athletic League, Inc. ADDRESS: 34 1/2 East 12th Street, New York, New York 10003 PIN: 26019126147A AMOUNT: $861,110.00 NAME: Police Athletic League, Inc. ADDRESS: 34 1/2 East 12th Street, New York, New York 10003 PIN: 26019126148A AMOUNT: $702,725.00 NAME: Police Athletic League, Inc. ADDRESS: 34 1/2 East 12th Street, New York, New York 10003 PIN: 26019126149A AMOUNT: $754,035.00 NAME: Police Athletic League, Inc. ADDRESS: 34 1/2 East 12th Street, New York, New York 10003 PIN: 26019126150A AMOUNT: $344,456.00 NAME: Queens Community House, Inc. ADDRESS: 108-25 62nd Drive, Forest Hills, New York 11375 PIN: 26019126151A AMOUNT: $718,362.00 NAME: Queens Community Inc. ADDRESS: 108-25 62nd Drive, Forest Hills, New York 11375 PIN: 26019126152A AMOUNT: $437,458.00 NAME: Renaissance Youth Center ADDRESS: 3485 Third Avenue, Bronx, New York 10456 PIN: 26019126153A AMOUNT: $394,740.00 NAME: RiseBoro Community Partnership Inc
ALLEGATION DETAILS If you are filing a harassment complaint, please explain why this conduct was offensive to you? Describe the specific harm you suffered resulting from the incident(s). What did you or others do to try to resolve the complaint? What was the outcome? Identify others who may have observed or witnessed the incident(s) that you described: Name: Address: Position:
Making a complaint about the NHS to the Clinical Commissioning Group/North of England Commissioning Support Unit What is NECS’ role in the local complaints process? The NHS North of England Commissioning Support Unit (NECS) supports Clinical Commissioning Groups (CCGs) and other NHS organisations to improve health services for everyone. Local CCGs have asked the NECS Complaints Team to manage complaints on their behalf; if you have a complaint about the services NECS provides, this can also be dealt with by the NECS Complaints Team. Who can complain and when should I complain? If you are unhappy with the treatment or service you, a relative or someone you care for has received from your NHS, you have the right to make a complaint, have it looked into and get a response. Anyone can complain NHS services or treatment they have received or if they have been affected by the actions or decisions of an NHS organisation or primary care practitioner. If you are unable to complain yourself, someone can act on your behalf with your consent. A complaint should be made within 12 months from the date the occurred or when it came to your attention. In some cases, if there is good reason why you could not complain sooner and if it is still possible to investigate your complaint, it may be possible to waive the time limit. When can I use this form? The NHS complaints procedure aims to resolve complaints quickly, at source. This is called ‘local resolution’ and means you should complain to the organisation that provided the service you are unhappy with first. However, some people prefer to send their complaint to the commissioner of NHS services and you may use this form to make your complaint to NECS who will coordinate this on behalf of the CCG. This form can also be used to make a complaint about a CCG commissioning or funding decision or about services provided by NECS. What can I expect to happen next? You can expect your complaint to be acknowledged within 3 working days of this being received by the Complaints Team. Complaints relating to a CCG or NECS will be coordinated by the NECS Complaints Team. Complaints relating to health-care providers (eg hospitals, community services, mental health services, GP practices) are usually forwarded by the Complaints Team to the relevant organisation for investigation and response; a copy of the response letter is shared with the CCG for information and monitoring purposes.
Complaint Letter About Colleague: To: (insert boss email address) Subject: Complaint About (insert colleague name) Dear Mr/Mrs/Ms/Dr (insert name), I am sending you this email to make you aware of a situation that occurred on (insert time and date) between (insert name or names involved) in (insert place). As my coworker, I was extremely surprised by the actions of (insert name). (give details of the incident). After trying to speak with (insert name) a few days after the incident, the problem remained unresolved due to (insert reason). I also write to you about (insert coworker name) on behalf of several other colleagues who have experienced similar incidents (provide names and details if possible). We all would like to raise concern about (insert coworker name) and I feel that you are the most appropriate point of contact. I feel like I can turn to you as my superior in hopes that you may be able to come up with a resolution that I have not yet been able to find. I can only hope that you will take my request seriously to look into this matter and take any necessary action. Please contact me for any further assistance. Regards, (insert your full name) (insert contact details)
Complaint More Than Two Years Old Morry asked a legal service to represent him in a complaint to the HCSCC. Six years earlier, Morry’s mother had died three weeks after coming home from hospital. Morry thought that his mother should not have been discharged from hospital and that staff in the hospital did not provide the high level of care she needed. Complaints to the HCSCC must usually be made within two years of the person becoming aware of the circumstances of the complaint. If the complaint is outside that timeframe, the Commissioner will consider whether to accept the complaint, weighing up a number of factors including whether a delay lodging a complaint unfairly prejudices the respondent, any reason for delay and whether there are public interest considerations. In Morry’s case, the Commissioner decided that there were insufficient grounds for accepting the complaint outside the two year time frame.
PLACEMENT SCORES – COMPASS 2013-2014 ENGLISH READING COMPASS SCORE COURSE PLACEMENT 37-59 RDG 032 60-82 RDG 100 83-99 Reading at College Level Writing AND Reading scores are needed for appropriate ENG 100 or higher placement Students MUST meet requirements for both reading and writing Successful completion of ENG or RDG = a grade of C or higher; a student may not move up to the next course until met If a student places into any developmental class and you are unsure where to place him/her, please contact Jennifer Beattie Hulehan at ext. 1333 BRIDGE ONLY refers to students in Bridge to Clemson Program WRITING COMPASS SCORE E-WRITE COURSE PLACEMENT **ATTENTION** REQUIREMENTS 0-18 0-2 ENG 031 May need RDG- check scores 19-44 3-5 ENG 032 May need RDG- check scores 45-69 6-12 ENG 100 RDG score of 73-99 or completion of RDG 100 70-99 8-12 ENG 101 RDG score 83-99 or completion of RDG 100 75-99 9-12 ENG 103 *BRIDGE ONLY* RDG score of 88-99 45-99 6-12 ENG 155 RDG score of 73-99 or completion of RDG 100 50-99 6-12 ENG 165 RDG score of 78-99 or completion of RDG 100 A student may take a developmental reading class and a developmental English class in the same semester. MATH SUBJECT AREA MATH SCORE COURSE PLACEMENT Pre-Algebra (CPAL) 17-35 MAT 031 36-99 MAT 032 50-99 MAT 155 50-99 MAT 170 (EIT ONLY) SUBJECT AREA MATH SCORE COURSE PLACEMENT Algebra (CALG) 1-24 SEE PRE-ALGEBRA PLACEMENT 25-30 MAT 101, 155, 170 (EIT) 31-99 MAT 102 33-99 MAT 103 33-99 MAT 120 33-99 MAT 211 SUBJECT AREA MATH SCORE COURSE PLACEMENT College Algebra (CCAL) 1-37 SEE ALGEBRA PLACEMENT 38-48 MAT 109/ MAT 110 49-67 MAT 111 58-99 MAT 130 SUBJECT AREA MATH SCORE COURSE PLACEMENT TRIG (CTRG) 46-99 MAT 140 My Documents: placement scores 2013-2014 Rev. 2/18/2013 / ldc
Policy version control sheet Document status Current Policy Number 8 Version Number 2 Date of Policy June 2017 Next review date June 2019 Name of originator Nita Ellul Approved by Nita Ellul Date of approval April 2016 Target Audience Staff Referring authorities Parents and carers Regulatory bodies Links to other policies Changes to previous version Reviewed June 2017: points 2.7 & 2.11; Next review June 2019 Distribution Intranet Website Email to managers √ √ √ Unless this version has been taken directly from the 3 Dimensions website there is no assurance that this is the correct version.
Introduction Frimley endeavours to provide the best education possible for all of its pupils in an open and transparent environment. We welcome any feedback that we receive from parents, pupils and parties, and we accept that not all of this will be positive. Where concerns are raised the school intends for these to be dealt with: Fairly Openly Promptly Without Prejudice Frimley operates a stage formal complaints procedure (detailed overleaf). For more information please refer to the Frimley Church of England School Complaints Policy and Procedure documents (available from the school office ). If you need to raise an issue in the first instance, please do so with the relevant member of staff who will be happy to talk to you and seek to establish a solution. If you are not satisfied with this response and believe the issue has not been resolved, please use the three stage formal complaints procedure. However, if your complaint relates to: Child Protection/Safeguarding Admission to School Pupil Exclusion Special Educational and Disabilities (SEND) then please ring the Surrey County Council Contact Centre on 03456 009 009 and they will put you in touch with the appropriate team who will advise you further. Stage 1 Complaints should be expressed to the Headteacher in writing. The Headteacher (or delegated member of SLT) will formally investigate and respond to your concerns in writing. Stage 2 If you remain dissatisfied following the response of the Headteacher at Stage 1, please complete the Stage 2 complaint form (available from the school office) and return it to the Chair of Governors (via the school office). The Chair of Governors (or delegated governor) will formally investigate and respond to your concerns. 3 If you remain dissatisfied following the response of the Chair of the Governors at Stage 2, please complete the Stage 3 complaint form (available from the school office) and return it to the Clerk to the Governing Body (via the school office). A Complaint Review Panel of three governors will be convened to review your complaint. You will be informed in writing of the outcome of the review. Mediation In some cases mediation may be available to assist in resolving your concerns. Please contact the school for further details.
Complaint form: Complaint against district or parish councillor within Wycombe district area Please refer to the Code of Conduct for Members for the relevant Council and Wycombe District Council’s Arrangements for dealing with Standards Allegations. Your details Please provide us with your name and contact details Title: First name: Last name: Address: Daytime telephone: Evening telephone: Mobile telephone: Email address: Your address and contact details will not usually be released unless necessary or to deal with your complaint. However, we will tell the following people that you have made this complaint: the member(s) you are complaining about the monitoring officer of the authority the parish or town clerk (if applicable) We will tell them your name and may give them a summary of your complaint. We will give them full details of your complaint where necessary or appropriate to be able to deal with it. If you have serious concerns about your name and a summary, or details of your complaint being released, please complete Section 7 of this form.
Private Investigators College of Australia will address all complaints and appeals in a timely manner and openly and honestly so as to resolve problems through a fair and reasonable means. Complainants have the right to appeal a decision made about a complaint, as well as submit an appeal about an assessment decision. This policy manages and responds to allegations involving the conduct of – Private Investigators College of Australia, its trainers, assessors or other staff; A third party providing services on Private Investigators College of Australia behalf, its trainers, assessors or other staff; or A learner of Private Investigators College of Australia. This policy also mangers requests for a review of decisions, including assessment decisions, made by Private Investigators College of Australia or a third party providing services on its behalf. A complaint or appeal may include, but is not limited to: General complaints including dissatisfaction with services Marketing and promotional activity Personal safety Administration Behaviours of others Equity and access, discrimination, harassment and bullying Sexual harassment Unfairness and injustice Vilification
The cost of an external dispute resolution process must be by the complainant and Private Investigators College will inform the complainant of such costs in writing. Private Investigators College of Australia staff and the complainant/appellant will observe strict confidentiality during all stages of the complaints resolution process. All communications and proceedings arising from the complaints process will remain confidential at the conclusion of the complaints resolution process. Private Investigators College of Australia securely maintain records of all formal complaints and appeals and their outcomes on the Complaints and Appeals Register Only authorised individuals have access to complaints and appeals records. Records are available for 5 years from the date of the initial complaint. Private Investigators College of Australia aims to identify potential causes of complaints and appeals and take appropriate corrective action to eliminate or mitigate the likelihood of reoccurrence. Learners are advised of Private Investigators College of Australia Complaints and Appeals Policy in the Student Handbook.
FORMAL COMPLAINT FORM: FOR GROUP STUDENT COMPLAINTS The University is committed to high standards of service and the quality of teaching and learning. However, it is accepted that students may have complaints relating to their course or the services and facilities provided by the University. The University takes such complaints seriously and will deal with them without recrimination and in a confidential manner. The University is committed to continuously improving our standards and constructively handling any complaints, taking any reasonable action to ensure that similar situations do not occur in the future. It is hoped that most complaints can be resolved by the informal process. In most cases, the University’s complaints system requires that complainants will have attempted to resolve the complaint by informal means, before raising a formal complaint. Complainants should have read and understood the University Complaints Procedure which is available at RAISING A FORMAL COMPLAINT: The following details must be completed on this form and we would ask that you provide as much detail as is relevant including any dates, times and witnesses to any act or incident. Supporting documentation may also be included where relevant. For group complaints, the group of students raising the complaint should nominate an individual to liaise with the University on their behalf and to act as spokesperson. This will be the Group Representative. This form should be completed by the Group Representative. GROUP REPRESENTATIVE PLEASE WRITE CLEARLY NAME: CONTACT ADDRESS: CONTACT CONTACT E-MAIL: STUDENT NUMBER:
providing little or no detail with a complaint or presenting information in 'dribs and drabs' refusing to follow or accept our instructions, suggestions, or advice without a clear or justifiable reason for doing so arguing frequently and/or with extreme intensity that a particular solution is the correct one in the face of valid contrary arguments and explanations displaying unhelpful behaviour—such as withholding information, acting dishonestly, misquoting others, and so forth. Unreasonable argument Unreasonable argument includes any argument not based in reason or logic that is incomprehensible, false or inflammatory, trivial or delirious and that disproportionately and unreasonably impacts upon the organisation, staff, services, time, and/or resources. Arguments are unreasonable when they: fail to follow a logical sequence are not supported by any evidence and/or are on conspiracy theories lead a complainant to reject all other valid and contrary arguments are trivial when compared to the amount of time, resources and attention that the complainant demands are false, inflammatory or defamatory. Unreasonable behaviour Unreasonable behaviour is conduct that is unreasonable in all of how stressed, angry or frustrated that a complainant is—because it unreasonably compromises the health, safety and security of our staff, other service users or the complainant himself/herself. Some examples of unreasonable behaviour includes: Acts of aggression, verbal abuse, derogatory, racist, or grossly defamatory remarks Harassment, intimidation or physical violence Rude, confronting and threatening correspondence Threats of harm to self or third parties, threats with a weapon or threats to damage property including bomb threats Stalking (in person or online) Emotional manipulation. Dealing with unreasonable complainant conduct The Executive Officer may decide to deal with unreasonable complainant conduct in one or more of the following ways: In writing, setting out a code of commitment and responsibilities for the parties involved if council is to continue processing a complaint. If these terms are contravened, consideration will then be given to implementing other action as indicated below. Decline contact with the complainant, either in person, by telephone, fax, letter, email or any combination of these, provided that one form of contact is maintained. This may also mean that only one Council officer will be nominated to maintain contact (and a named officer in their absence). The complainant will be notified of the nominated contact person(s).
ABOUT MAKING A COMPLAINT OR A COMMENT We want you to tell us what you of our services. Have we helped you? Have you any suggestions for improvement? Do you feel you have been treated fairly or unfairly? We aim to provide good quality services and we need your help to tell us how we are doing. We want to correct any mistakes we make as quickly as possible. If you would like to make a comment or complaint, please do not feel afraid or reluctant to do so. MAKING A COMPLAINT Stage one Problem solving If you want to make a complaint, we suggest you first talk about the problem to the member of staff you have been dealing with. If that does not help, then write or speak to a more senior manager at Surrey Care Trust. He or she will do their best to resolve the matter informally for you, as quickly as possible. You will find a list of senior staff overleaf. two Independent investigation If talking to the manager informally does not solve the problem, you may wish to make a formal complaint. You can do this by putting the complaint in writing to the manager of the service you have been in contact with. The manager will send an acknowledgement of your complaint within three working days and inform the HR co-ordinator at Surrey Care Trust, Silver Wolf. We will consider your complaint quickly and thoroughly and will send you a letter from Surrey Care Trust telling you the outcome within seven working days. Stage three Review panel If you are not satisfied with what is decided you can ask to be heard by a review panel. Please contact our Chief Executive, Mrs Elaine Tisdall, to make this request. This panel has three members: The Chief Executive of Surrey Care Trust and two members of our Board of Trustees.
Code of conduct Education Act 2002. Section 2 Equalities Act 2010 Data Protection Act 1998 Freedom of Information Act 2000; Responsible Headteacher & Chair of Governors School Group Responsible Full Governors Date approved by Governing body July 2016 Review Date July 2019 (3 yearly review)
Pages Issue No. Date Whole Document – new format and template used. 1 August 2015 Cover page - logo 2 January 2016 Whole document – checked and revised where necessary 3 August 2016 Process – points 2.4-2.6 amended 4 April 2017 Whole document – annual review and revised where necessary 5 September 2017 The following policy has been approved by the Senior Management Team and the of Directors. The policy will be reviewed on an annuals basis unless circumstances arise requiring the policy to be reviewed earlier. Approved by Board of Directors: September 2017 Board signatory: Planned review: September 2018 Policy Overview 1.1 The majority of issues raised by parents/carers, members from the community, employers or students, are concerns rather than complaints. Progress Schools are committed to taking concerns seriously, at the earliest stage, in the hope of keeping the number of
Appendix B: Complaint Register Format Complaint Ref. No. Date Received Rcvd By Complainant Name Complaint Type Stage 2 Date Stage 2 Investigator 3 Date STATUS Complaint Ref. No. Date Received Rcvd By Complainant Name Complaint Type Stage 2 Date Stage 2 Investigator 3 Date STATUS Complaint Ref. No. Date Received Rcvd By Complainant Name Complaint Type Stage 2 Date 2 Investigator Stage 3 Date STATUS
It is really important that you list for me here all the events and actions in the order in which they happened, as best you can remember. Give as much detail as you can – what happened, what you did, what other people did, when it happened etc What? Who? When ? An or an action. If it’s relevant, say where the event happened. Include the manner in which somebody acted or spoke to you. Who did it – you or somebody else? Give dates/times 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15.
Table 1 - Where to direct your complaint Member of staff the complaint refers to: Complaint to be sent to: Complaint investigated by: Decision Appeal to: Member of Academy including teacher, support staff etc Academy Principal / Head teacher SLT as delegated by Principal/Headteacher Academy Principal / Head teacher Governing Body (LGB) Head teacher / Head of School / Principal / Governor Chair LGB Member of the Executive Team or an independent investigator or a governor as agreed with BDAT CEO if an Executive Team =member) of LGB CEO Executive Principal CEO Member of Executive Team as delegated by CEO CEO of Trust Board BDAT Central Team (not CEO) CEO Member of Executive Team as delegated by CEO CEO of Trust Board Chief Executive Officer (CEO) Chair of Trust Board Trustee(s) delegated by Chair of Trust Board or an independent investigator Chair of Panel delegated by Chair of Trust Board Chair of Trust Board Chair of Local Governing Body Clerk to LGB Member of Executive Team as delegated by CEO CEO Chair of Trust Board Chair of Trust Board Clerk to Trust Board As agreed with CEO – external Chair of Trustee Panel of Trustee Appeal Panel In all cases BDAT reserves the right to appoint an independent investigator. Charges or fees will apply to the academy where the staff member/volunteer works.
Page 1 of 2 Complainant Details Date the initial complaint was registered to Please describe the nature of your complaint, including how long the exposure to secondhand smoking/vaping aerosol has been happening: Describe the actions, if any, the has taken to remedy the complaint (i.e. segregating any smoking permitted areas): Does this business have a smoking policy? Yes No Don’t Know If yes, please attach a copy of the policy and procedure regarding smoking in the facility. Complainant Confidentiality: Confidentiality of the complainant shall be protected pursuant to RSA 155:74, II, as follows: (a) In accordance with RSA 91-A, all information contained in a complaint shall be furnished to the public on request, except that the complainant’s name shall not be supplied without express written approval of the complainant. Signature of complainant: Date: (Your complaint must be signed and dated in order to be formally investigated) For More Information NH Department of Health & Human Services, Division of Public Health Services, Tobacco Prevention and Cessation Program 800-852-3345, Ext. 6891 or (603) 271-6891 Submit this form by fax to (603) 271-5318 or by email to Page 2 of 2
Complaints can be made to the appropriate Registered Provider (RP). Ask staff for who this is for your accommodation. Complaints must be in writing and are limited to breach or non-performance of obligations set out in the Occupancy Agreement supplemented by the HCA‘s Consumer Standards. If you are still dissatisfied after the RP's Complaints Procedure has been exhausted, you have the right to refer the matter to the Housing Ombudsman Service: Housing Ombudsman Service 81 Aldwych London WC2B 4HN Telephone: 0300 111 3000 Fax: 020 7831 1942 Email: 4.3 Authority Funding and Contractual Arrangements If your service is funded by a local authority, you may be able to ask them to look at your complaint. Bradford Kirklees Department of Adult & Community Services Adult Services Complaints Team FREE POST BRADFORD COUNCIL (Please write ‘Complaints Unit’ on the back of the envelope) Tel. 01274 436820 Email: Kirklees Adult Social Care Complaints Freepost: RTHS-EUEY-ZYCB, Customer Services Unit Civic Centre 1 Ground Floor South Huddersfield HD1 2NF Tel: 01484 225115 Calderdale North Yorkshire Adults, Health and Social Care 1 Park Road Halifax HX1 2TU Tel: 01422 393000 Health & Adult Service FREEPOST DL76 North Yorkshire County Council County Hall Northallerton DL7 8BR Tel: 0800 515875 4.4 Services involving a Health body for example Clinical Commissioning Group (CCG)
Department for Education, setting out their concerns in full and enclosing all previous correspondence. The address is: DfE, Sanctuary Buildings, Great Smith Street, London SW1P 3BT. and Actions DfE guidance on developing and applying complaints policies and procedures strongly encourages schools and governing bodies to differentiate between concerns and complaints and in both cases to keep procedures for dealing with them as informal as possible. The guidance recommends that schools: establish a member of who will act as complaints co-ordinator and who will take the initial responsibility for handling complaints – in the case of Robinswood and Waterwells this will be the head. Initially the complaint may be verbal and in most dealt with appropriately and informally by the head. This will be recorded however so that the overall level, nature and outcome of complaints can be reviewed and any necessary steps taken to improve policies and procedures. Any complaints will be dealt with within 10 working days. Further or more serious complaints may be put in writing. If necessary the head will initially hold a meeting between parties to resolve matters. The next stage is a formal meeting where aggrieved parties may bring along appropriate representatives. The school will also form a complaints committee of 3 governors to deal with complaints that can not be resolved by the head. Guidance DfE has produced extensive guidance, including example policies and procedures. Follow the link in Background Reading to the Complaints Procedure Toolkit. In addition, brief guidance on general complaints and curriculum complaints can be found in chapters 4 and 6 respectively of the Guide to the Law for School Governors or via the Overview article on the Curriculum Date of policy: February 2016 Date of next policy review: February 2019
Persistent or Serial Complaints may be occasions when, despite a complaint being considered under all stages in this Complaints Policy, the Complainant persists in making the same complaint to the School. There may also be occasions when a Complainant raises unreasonable persistent complaints or raises complaints about matters which do not affect them. There may also be occasions when a complaint is made about a matter which is clearly so trivial that it would be a poor use of the School’s resources to deal with it under the formal stages of the procedure. In all of cases, the School reserves the right to regard the complaint as persistent or serial and to refuse to investigate it under the procedure in this Complaints Policy, if it appears reasonable and fair to do so, having regard to the circumstances surrounding the complaint. Where the School decides that a complaint is persistent or serial and will not be investigated, the School will write to the Complainant within five school days of the complaint being raised to notify them of the decision. If the Complainant is unhappy with the decision not to investigate a persistent or serial complaint, they may to the Chair of Local Governors to ask for the decision to be reviewed. The Chair of Local Governors will be provided with all documentation relating to the current complaint and any previous complaints which were relevant to the decision, together with the letter from the School to the Complainant, and will review the decision not to investigate the complaint. The Chair of Local Governors will not investigate the complaint itself during this review. The of Local Governors will write to the Complainant with the outcome of the review within ten school days of the date that the letter from the Complainant seeking the review was received. If the of Local Governors overturns the decision not to investigate the concern or complaint, it will be referred to the School to be dealt with under the procedure in this Complaints Policy in the usual way. If the Chair of Local Governors upholds the decision not to investigate the concern or complaint, the Complainant may refer the concern or complaint to the Education Funding Agency using the procedure stated towards the end of this Complaints Policy. In exceptional circumstances, the of Local Governors can delegate the responsibility for the review to the Vice-Chair of Local Governors. Anonymous Complaints The School will not investigate anonymous complaints under the procedure in this Complaints Policy. Anonymous complaints will be referred to the Headteacher who will decide what, if any, action should be taken. Data Protection Act 1998 and Freedom of Information Act 2000 Complaints sometimes include requests for information or documentation. Such requests will either be a
The Local Government Ombudsman will under some circumstances consider complaints about Special Education Needs provision in schools. Information about the Local Government Ombudsman Service can be found at Advice for parents about making a complaint to the Secretary of State for Education or Ofsted can be found in the Your Child’s Welfare at School section on the Gov.uk website at Ratified by Governors: Review: Appendix 1 Governors’ Complaints Panel Procedures for hearing the complaint Introduction The aim of the meeting is to resolve the complaint and achieve reconciliation between the school and the parent. The Chair of the Governors’ Complaints Panel (GCP) will ensure that the meeting is properly minuted. Although the meeting will follow the structured order below, given potential sensitivities and anxieties, the Chair will endeavour to ensure that the proceedings are as informal as possible and that all parties are put at their ease. The introduction of new information or witnesses, previously not notified to all parties, would be reason to adjourn the meeting so that everyone has time to consider and respond to the new information. Order of the meeting The welcomes the parent and his/her companion and the Head Teacher and the Chair of Governors (where the complaint has been addressed by the Chair of Governors at stage 2) and introduces the GCP. The Chair explains the purpose of the meeting, the procedure, and that all written evidence has been made available to all parties. The parent/companion explains the complaint, calling in witnesses if appropriate. The GCP may question the parent/companion and witnesses.
1. Introduction This policy details how Sprotbrough & Cusworth Parish Council will handle any formal complaint it receives about its procedures and administration. Any complaint made against the Council should be treated as a complaint against the corporate body of the Council. The policy is for use by individuals and organisations that are within the Parish rea and affected by the Council’s decisions. Most complaints can be resolved informally through normal methods of communication, and it is in the interests of both parties that such methods be explored first before deferring to the formal procedure. 2. Complaints Not Covered By This Policy 2.1 TYPE OF CONDUCT REFER TO Alleged financial irregularity Local electors have statutory rights –Local Audit & Accountability Act 2014 Alleged criminal activity The Police Alleged misconduct by The Parish Council a member of staff Members’ conduct alleged The Principal Authority (Doncaster MBC – Monitoring Officer –is to breach the code of conduct for responsible handling complaints that relate to a Member’s adopted by the Parish Council failure to comply with the Parish Council`s Code of Conduct) 2.2 This policy is for use by the public.
LET THE PRACTICE KNOW YOUR VIEWS St Helens Medical Centre is always looking for ways to improve the services it offers to patients. To do this effectively, the practice needs to know what you think about the services you receive. Tell us what we do best, where we don’t meet your expectations plus any ideas and suggestions you may have. Only by listening to you can the practice continue to build and improve upon the service it offers. TELL US ABOUT OUR SERVICE BY COMPLETING THE COMMENTS FORM IN THIS LEAFLET Could you easily get through on the telephone? Did you get an appointment with the practitioner you wanted to see? Were you seen within 20 minutes of your scheduled appointment time? Were our staff helpful and courteous? PRACTICE COMPLAINTS PROCEDURE If you have a complaint about the service you have received from any member of staff working in this practice, please let us know. The practice operates a Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria. Note: If you make a complaint it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.
Complaints, Compliments & Comments We value your views and would like to hear what you think of the services we provide to you. There are a range of ways by which you can give us feedback: Visit one of our offices Ring us on 0800 169 2988 – free from most UK landline phones and mobiles us at customer@plusdane.co.uk Complete and return the form at the back of this leaflet Write to us Speak to a member of staff You can also choose to have someone else feedback on your behalf, for example, a councillor or MP. Please ask if you need any help to give us feedback. Complaints If you are unhappy with the service you receive from us you can tell us by making a complaint. Anyone who receives or requests a service can make a complaint. We aim to resolve any concerns or complaints at the first point of contact, but there may be instances where you want to take matters further. we have conducted investigations and find that we have got things wrong we will apologise, explain what went wrong and tell you what action we will take to put things right. What is a complaint? A complaint is an expression of dissatisfaction where a response is expected. You may experience this when you: Think we have done something incorrectly or below standard Think we have not acted as quickly as we said we would Think we have not done something we should have Are not happy with a decision we have made Are unhappy with our staff or contractors. Examples of issues that will not be considered as complaints are: Neighbour disputes, unless you wish to complain about the way in which we have dealt with the case Issues where legal action has commenced and where a court or tribunal will decide the outcome Initial requests for service, for example reporting a repair An issue over 6 months old (although, we may at our discretion, consider issues older than this, if there is a
Protection and Support <Name of VEC> is committed to providing a healthy working and learning environment in its schools, colleges, centres and offices. Students, parents, guardians and staff will be protected from discrimination or victimisation for filing a complaint or assisting in an investigation. Retaliation against a student on whose behalf a complaint has been lodged is considered a disciplinary offence. Equally, a malicious complaint made against a staff member will be treated as misconduct under the school/college/centre’s disciplinary procedures. Record Keeping Any documentation in respect of the complaint at stages 1 and/or 2, including a covering statement of the outcome reached at each stage, will be treated as confidential and retained by the school/centre in a dedicated complaints’ file established for such purpose. Any documentation in respect of the complaint at stages 3 and/or 4, including a covering statement of the outcome reached at each stage, will be treated as confidential and retained by the VEC in a dedicated complaints’ file established for such purpose. Where a complaint has been rejected or deemed unfounded, all documentation relating to complaint should be removed from any personnel file of the staff member concerned. It will be retained in the dedicated complaints’ procedure file in accordance with VEC Data Protection/Retention policy. Review This Complaints Procedure will arise for review by the parties to this agreement at national level no later than two years from the official implementation date. VEC Adoption Date The Code of Practice for dealing with complaints made by Parent/s, Guardian/s of a Student or by a Student (who has reached the age of eighteen) currently enrolled in a school/centre, against a Staff Member employed by a Vocational Education Committee (VEC) has been formally adopted on <date>. Signature: ______________________________ <Name of Chief Executive Officer> Appendix 1 – Panel of Investigators (for reference to Stage 3 investigations) Select one nominee from panel A and one nominee from panel B in accordance with the protocol advised below. Contact details for investigators are available from IVEA head office tel. 01 4966033 or from respective trade unions subscribing to this Code.
an apology, expression of regret or admission of to change its decision to change its policies, procedures or practice to cancel a debt (such as for school payments) a fee refund The remedy will be implemented as soon as practicable. Complaint Dismissed A complaint can only be dismissed: After it has been investigated If an investigation has determined that the complaint cannot be substantiated or If on investigation and explanation, the complainant withdraws the complaint An explanation will be given to the complainant of why the complaint has been dismissed. Complaint Unresolved A complaint is considered to be unresolved if the complainant does not agree on a course of action and/or remedy, or if remedy cannot be implemented. In such cases, Kingsville must involve the Department’s Regional Office to assist in resolving the complaint. It may not be possible to fully resolve all complaints to the complainant's satisfaction. This may happen if the complainant has unreasonable expectations or if the Department’s policies or regulations are contrary to their views. Anonymous Complaints Kingsville Primary School is required to investigate all complaints. However, staff may not be able to fully investigate a complaint if they cannot effectively liaise with the complainant. Furthermore, anonymous complaints raise issues of natural justice for respondents who have a right to know particulars of the allegations made against them. The Principal should determine the extent to which an anonymous complaint received by the school shall be investigated. If the anonymous complaint involves the Principal the Department’s Regional Director should make the decision whether it is to be investigated. Complaints or Concerns about the Principal In the first instance, the Parent is encouraged to raise the matter with the Principal. If the Parent feels unable to do this, or is unsatisfied with the Principal response, then the Parent should raise the matter with the regional office. Unreasonable Complainant Conduct The Principal can determine if a complainant's conduct is unreasonable. Unreasonable complainant conduct is behaviour that: Is clearly and significantly outside the expectations of confidentiality, cooperation, courtesy and respect Calls for staff resources and time unjustified by the nature or significance of the complaint Is vexatious (that is, an action or complaint that is brought without merit, often to cause annoyance to another person) Is orientated towards conflict.
B7 - & Any issues related with selling and marketing activities carried out by the supplier or directly outsourced via a supplier’s subcontractor Examples: Mis-selling: face to face – Mis-selling: telephone – Mis-selling: online – – Contract renewal – Mis-information – Inappropriate sales agent behaviour – Marketing activity – Sale related request not actioned – Sales attempt during meter installation - Too few tariffs available -Too many tariffs available – Customer told they “must” install a smart meter – Inaccurate information/sale practices related with installation of smart credit meters and smart PPM
in B11 - Any issues related with the payment method used by the customer, including the set-up, how it and how it can be changed, for all payment types Examples: Failure to set up or reassess Direct Debit – Direct Debit set at incorrect level – Missing payments – Unsuitable payment method – Security deposits – Guaranteed Standards of Service payment not provided –Unauthorised Direct Debit withdrawal - Unallocated payments
B18 - Meter installation/exchange or meter not working – classic credit meter Any issues arising with the installation/exchange or not working for classic credit meters Examples: Meter not recording accurately – Meter provision or exchange - Disputed meter tampering – Appliance condemned during meter installation – Appliance/equipment failure after meter installation failed installation (engineer did not have correct equipment) – Meter position/installation – Poor quality installation – Failed installation due to lack of access to meter - No right of entry – Privacy breach – Health & Safety concerns B19 - installation/exchange or meter not working – smart or advanced credit meter Any issues arising with the installation/exchange or meter not working for smart credit meters Examples:
data item C11) Data item 12: resolved between +32 days and 93 calendar days (subset of data item 9) Data item C14: resolved 56 calendar days (eight weeks) (subset of data item C11) Data item 13: resolved in +94 calendar days (subset of data item 9) - Data item C15 ‘Average resolution time for all complaints resolved during the quarter’ is new and must be calculated in days as the statistical median of the resolution for all complaints that a supplier resolved during the relevant reporting quarter, irrespective of when the complaints was received. For resolved repeat complaints the calculation has to include the time between the date the original complaint was made and the date it was fully resolved to the customer’s satisfaction. Item C15 is aimed at providing a more precise statistics of the length of the customer complaint journey for every supplier. We understand that the inclusion of cases that have been escalated through the Extra Help Unit and Citizens Advice Consumer Service will also impact upon this and the other speed of resolution statistics in section C. Section D In Section D we require that suppliers specify the number of letters sent during the quarter to signpost the Ombudsman, respectively: for complaints that had not been solved within 8 (item D16); and for complaints that reached a deadlock situation (item D17).
IF YOU DO NOT FEEL SATISFIED WITH OUR RESPONSE We will make every effort to try and resolve the complaint to your satisfaction. However, you may wish to ask the Independent Complaints Advocacy Service (ICAS) for independent, free advice and information, support or representation with your complaint about NHS treatment. You can contact them on: 08088023000 If you are not happy with our response, please let us know as soon as possible to arrange a meeting or investigate further. You may wish to contact the parliamentary and Health Service Ombudsman for help on: 03450154033 or visit SERVICE IMPROVEMENTS The practice continually reviews and makes changes to the services that we provide to our patients. All complaints will consider any improvements to be made to avoid repeated incidents or dissatisfaction with the care, treatment and services we provide to our patients. TO MAKE A COMPLAINT AND CONTACTING US In person Ask to speak to one of the supervisors or managers working that day. We would encourage all patients to discuss any concerns first to try and resolve any issues quickly. In writing Ask reception for a complaints form and write to the Managing Partner: Colton Mill Medical Centre Stile Hill Way Leeds LS15 9JH By telephone Contact the practice and ask to speak to a Manager on 0113 2951802 or 0113 2951803 Online Visit our website at: DR FOX AND PARTNERS COLTON MILL AND THE GRANGE MEDICAL CENTRE HOW TO MAKE A COMPLAINT & THE COMPLAINTS PROCEDURE For patients, families or their carers.
Stepping Hill Hospital Complaints Website: select the make a complaint/suggestion Tel: 0161 483 1010 Patient Advice and Liaison Service (PALS) Tel: 0161 419 5678 Salford Royal Complaints Tel: 0161 206 5139 Website: www.srft.nhs.uk Write to: Sir David Dalton Chief Executive Salford NHS Foundation Trust Stott Lane Salford M6 8HD Patient Advice and Liaison Service (PALS) Tel: 0161-206 2003 Email: Rochdale Infirmary Complaints Tel: 0161 604 5897 Email: Patient Advice and Liaison Service (PALS) Tel: 0161 604 5897 (24 hour answer phone) Email: Page 5 of 7 Fairfield General Hospital