Go Wild Complaints Procedure
Introduction
This procedure is intended to ensure that any complaints received by Go Wild Education are dealt with quickly, fairly and effectively. Go Wild Education aims to resolve complaints promptly. However, these matters can be complex and may require scrutiny of extensive documentation. Go Wild Education will aim to reach its final conclusion within three months of receiving the written complaint. A complaint will normally be made in writing although, where this presents difficulty, other means of communicating will be accepted.
This procedure may be used for complaints about Go Wild Education’s processes, the application of these processes or the conduct of any Go Wild Education staff, contractors or agents.
Complaints should be made as soon as possible after the event or experience concerned and, at the latest, within four weeks.
Go Wild Education will consider complaints from individual learners or their advocates, groups of learners or their representatives.
Procedure
When a complaint is made to Go Wild Education concerning its Qualifications or Units of its Qualifications the Director of Go Wild Education will acknowledge the complaint within five working days of receipt. Where the complaint is about the Director, it will be dealt with by another Representative of Go Wild Education.
Informal consideration
Where the complaint is within the scope of Go Wild Education’s remit, the Director will first consider whether the subject of the complaint may be resolved informally without recourse to the complaints procedure. If there appear to be reasonable grounds to believe that this may be achievable, the Director will contact the complainant with a proposed response to the subject of the complaint. If the complainant is satisfied with the proposed response the complaints procedure will not need to be invoked.
Formal consideration of a Complaint
If the matter cannot be resolved informally, the appeals procedure will be initiated.
Within 15 working days the Director will seek relevant information and documentation from both the complainant and any other parties, for example Go Wild Education staff, contracted External Verifiers or other third party agents.
Within ten working days of receiving the full documentation, the Director will consider whether the evidence presented is sufficient to reach a decision. If it is not, further documentation may be requested from relevant parties, or further clarification from the complainant.
Once the Director is satisfied that all relevant documentation is present, she will reach an initial conclusion on the matter and write to the complainant providing a judgement on each point raised and referencing this judgement with relevant evidence. The initial conclusions will, if appropriate, identify any recommendation or implications of the outcome. The complainant will be invited to comment on the factual accuracy of Go Wild Education’s initial conclusion within ten working days.
The Director will consider any additional information provided before reaching a final conclusion. A final conclusion will be confirmed to the complainant within ten working days.
If the complaint is unresolved or if the complainant is dissatisfied with the decision she may take the matter to Appeal using the Go Wild Education Appeals Procedure.
Contact Details:
Jackie Roby – Director hello@gowildeducation.co.uk
Sue Benton – Centre Lead - AIM Qualifications 07384 810458 sue.benton@aim-group.org.uk
December 2020