Complaints Policy

Introduction

Textbook Teachers follow strict standards in order to ensure that all candidates that we supply to our clients are of the highest professional and personal calibre. We take seriously any concerns raised regarding our staff and our candidates (and the organisations that we place candidates in).

This policy gives details of what action we will take when concerns are raised with us and should be raised alongside our Safeguarding and Referral Policy and Allegations Policy.

Scope of the policy

This policy applies to anyone employed by Textbook Teachers including our Directors, staff, and any work placement/volunteers or anyone registered with us as a candidate.

Any member of staff or candidate who wishes to raise a concern regarding their conditions at work (or similar) should do so through the Company Grievance procedures and also refer to the Whistleblowing Policy.

Any organisation or service wishing to complain about our services, or the suitability/capacity of any candidate placed with them should do so under this procedure.

Concerns that an adult may have harmed or be a risk or be unsuitable work to children

A concern may be raised against an adult which suggests that they may be a risk to a child. This includes people who may:

· behaved in a way that has harmed a child, or may have harmed a child;

· possibly committed a criminal offence against or related to a child;

· behaved towards a child or children in a way that indicates he or she may pose a risk of harm to children; or

· behaved or may have behaved in a way that indicates they may not be suitable to work with children.

If a concern meets these criteria, then the process outlined in the Allegations Policy should be followed.

Complaints

The details of any complaint against a candidate or member of staff are processed in a central incident file. When we receive a complaint, we explain our procedures for handling complaints and ask the candidate or member of staff in question if they would like for us to commence a process accordingly.

Candidates

Complaints concerning candidates will be brought to the attention of the candidate by their consultant. Together they will discuss the complaint and the consultants will give warnings where necessary. The details of the discussion and any warnings will be documented on the candidate’s record. Candidates will be told that if the behaviour is repeated or any further complaints are received, it will result in further warnings and ultimately could lead to the removal from Textbook Teachers register. Examples of complaints include the following:

· Breach of school clients’ policies and procedures.

· Failure to follow instructions, if applicable.

· Lateness.

· Failure to carry out minor duties, such as cleaning up.

· Unsuitable attire.

Clients

Consultants will encourage candidates to speak openly about their experience with the role and the workplace in which they have been placed. Candidate comments will be treated in confidence unless it is agreed with the candidate to raise the issue with the client. The consultant will act on behalf of the candidate to help resolve any issues causing difficulty for them.

Complaints which do not meet the criteria for an allegation (see above) but are of a serious nature regarding the behaviour of client staff will be communicated to the person in charge at client and/or relevant governing body.

Complaints Procedure

If you have a complaint, please contact the relevant office’s Branch Manager by phone – Oakham 01572 756888/ Newark 01636 312300 in the first instance so that we can try to resolve your complaint informally.

At this stage, if you are not satisfied, please contact Kat Jasinska, Operations Manager by post at Textbook Teachers, 6 Saddlers Court, Oakham, LE15 7GH, by telephone on 01572 756888, or by email at kat@textbookteachers.co.uk

Next steps

1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with

your complaint. You can expect to receive our letter within 5 days of us receiving your complaint.

2. We will record your complaint in our central register within a day of having received it.

3. We will acknowledge your reply to our acknowledgment letter and confirm what will happen next. You can expect to receive our acknowledgement letter within 5 days of your reply.

4. We will then start to investigate your complaint. This will normally involve the following steps;

· We may ask the member of staff who dealt with you to reply to your complaint within 5 days of our request;

· We will then examine the member of staff’s reply and the information you have provided for us. If necessary we may ask you to speak to them. This will take up to 4 days from receiving their reply.

5. Kat Jasinska Operations Manager will then invite you to meet her to discuss and hopefully resolve your complaint. She will do this within 5 days of the end of our investigation.

6. Within 2 days of the meeting Kat Jasinska will write to you to confirm what took place and any solutions she has agreed with you.

· If you do not want a meeting or it is not possible, Kat Jasinska will send you a detailed reply to your complaint. This will include her suggestions for resolving the matter. She will do this within 5 days of completing her investigation.

7. At this stage, if you are still not satisfied you can write to us again. The Managing Director of the company will review Kat Jasinska’s decision within 10 days.

8. We will let you know of the outcome of this review within 5 days of the end of the review. We will write to you confirming our final position on your complaint and explaining our reasons. If you are still not satisfied, you can contact the Employment Agencies Standards Inspectorate at the Department for Business Innovation and Skills or the REC, the industry trade association, of which we are a member by writing to the Consultancy and Compliance Team, REC, Dorset House, 1st Floor, 27 – 45 Stamford Street, London, SE1 9NT.

9. At this stage, if you are still not satisfied you can write to the REC, our trade association of which we are a member marked for the attention of the Consultancy and Compliance Team, REC, Dorset House, 1st Floor, 27 – 45 Stamford Street, London, SE1 9NT.

If we have to change any of the time scales above, we will let you know and explain why.

NOTE: In any event, we will comply with any statutory procedures that may relate to your complaint.

Whistleblowing Policy

This statement should be read alongside Textbook Teachers’ Whistleblowing Policy.

Textbook Teachers encourages a free and open culture in dealings between its managers, employees and all people with whom it engages in business and legal relations. In particular, this company recognises that effective and honest communication is essential if concerns about breaches or failures are to be effectively dealt with and the company’s success ensured.

This policy is designed to provide guidance to all those who work with or within the company who may from time to time feel that they need to raise certain issues relating to the company with someone in confidence.

Workers who in the public interest raise genuine concerns under this policy will not under any circumstances be subjected to any form of detriment or disadvantage as a result of having raised their concerns. For further details, see Textbook Teachers’ Whistleblowing Policy.

Questions and Further Information

If you have any questions or require further information about any aspect of this Policy, please contact Kat Jasinska, Operations Manager, by post at Textbook Teachers, 6 Saddlers Court, Oakham, LE15 7GH, by telephone on 01572 756888, or by email at kat@textbookteachers.co.uk

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