№ lp_1_20578
File format: docx
Character count: 7445
File size: 37 KB
Policy document describing procedures for receiving, recording, and responding to compliments, comments, and complaints from learners and stakeholders, including methods of investigation, escalation, and feedback.
Service:
Adult Community Learning (ACL) Essex
Controlled by:
ACL Senior Management Team
Applies to:
Whole Service
Audience:
All learners, staff, stakeholders, volunteers, service users, and the public
Date of acceptance:
July 2014
Last review date:
January 2023
Next review date:
January 2024
Responsibility group:
Senior Leadership Team
Type of document:
Policy
Topics:
Compliments, Comments, Complaints, Feedback Management, Customer Service
Associated documents:
Harassment and Bullying Policy; Qualification Appeals Policy; Exams Policy; Essex County Council Complaints, Comments, Compliments Policy; Confidentiality Statement; Apprentice Handbook; Employer Toolkit; Positive Behaviours Policy; Fitness to Learn Policy; ACL Learner Charter; Apprenticeship Complaints Compliments and Comments Policy
Price: 8 / 10 USD
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The product description is provided for reference. Actual content and formatting may differ slightly.
Year:
2023
Region / City:
United Kingdom
Theme:
Customer Feedback and Complaints
Document Type:
Policy
Organization / Institution:
Lantra
Author:
Lantra Customer Services
Target Audience:
Customers, Partners, Learners
Period of Validity:
Not specified
Approval Date:
Not specified
Date of Last Revision:
Not specified
Year:
2010
Region / City:
N/A
Topic:
Complaints handling
Document Type:
Policy
Organization:
RYE PRESCHOOL
Author:
N/A
Target Audience:
Approved provider, staff, parents/guardians, volunteers, students
Period of validity:
N/A
Approval Date:
N/A
Amendment Date:
N/A
Organisation:
BID Services
Document Type:
Complaints and Compliments Policy
Subject:
Complaints Management and Feedback Procedure
Scope:
All BID Services operations and service contracts
Applies To:
Service Users, Representatives, Staff, Managers
Key Roles:
Complaints Co-ordinator; Operations Manager; Investigating Officer; Senior Manager; Frontline Staff
Procedures Included:
12 Step Complaints Plan; Appeal Process
Response Timeframe:
Acknowledgement within 5 working days; Full response within 20 working days
Investigation Period:
Within 15 working days of original complaint
Appeal Period:
Within 10 working days of final response
Related Documents:
Service User Leaflet; Complaint/Comment Form; Compliment Form; Informal Complaints Form
Distribution:
DCC reception; All BID offices; BID website
Monitoring:
Quarterly returns to Complaints Co-ordinator; Three-month review of recommendations
Organisation:
Oxfordshire Mind
Address:
2 Kings Meadow, Osney Mead, Oxford OX2 0DP
Telephone:
01865 263730
Fax:
01865 263732
Email:
[email protected]
Website:
www.oxfordshiremind.org.uk
Registered Charity Number:
261476
Company Number:
434362
Policy Owner:
Dan Knowles – CEO
Policy Author:
Hanna Graham – Policy Advisor
Policy Status:
Approved
Approval Date:
26.09.2018 (Policy Working Group); November 2018 (Board)
Version Number:
1
Review Date:
November 2019 (Desktop); November 2021 (Full review)
Scope:
Service users, family members, carers and members of the public
Exclusions:
Workers including employees, contractors, consultants, volunteers and Trustees
Subject:
Handling of concerns, complaints and compliments
Related Bodies:
Oxfordshire Mental Health Partnership (OMHP); Parliamentary and Health Service Ombudsman (PHSO)
Geographical Area:
Oxfordshire, United Kingdom
Year:
2023
Region / city:
UK
Topic:
Customer service, complaints, feedback
Document type:
Procedure
Organization:
Lantra
Author:
Lantra Staff
Target audience:
Customers, learners, and providers
Effective period:
Ongoing
Approval date:
Not specified
Date of amendments:
Not specified
Reference:
519/18/FOI
Organisation:
Betsi Cadwaladr University Health Board
Region:
North Wales
Country:
United Kingdom
Document Type:
Freedom of Information response
Legislation:
Freedom of Information Act 2000
Subject:
Records of compliments received by staff
Time Period Requested:
Last five years prior to request
Cost Limit Mentioned:
£450
Reason for Refusal:
Exceeds appropriate cost limit under Section 12
Data Collection Method:
Electronic and paper records held at individual level
Central Record Availability:
Not held centrally
Year:
2025
Region / City:
Hull
Theme:
Education, Complaints, Feedback
Document Type:
Policy & Procedure
Organization:
Hull College
Author:
Learner Services
Target Audience:
Learners, Parents, Employers, Public
Period of Validity:
Until review date
Approval Date:
December 2025
Review Date:
December 2006
Year:
2025
Region / City:
England
Topic:
Childcare, Complaints Procedure, Parent Interaction
Document Type:
Policy
Organization / Institution:
Cheeky Chimps Nursery
Author:
L Baggett
Target Audience:
Parents of children attending the nursery
Period of Validity:
September 2025 to September 2026
Approval Date:
September 2025
Review Date:
September 2026
Year:
2023
Region / City:
Herefordshire
Topic:
Complaints Procedure
Document Type:
Policy
Organization:
Parent Carer Voice Herefordshire
Author:
Debbie Hobbs
Target Audience:
Parent carers, members of the Parent Carer Voice
Effective Period:
Ongoing
Approval Date:
06/07/23
Review Date:
06/07/23
Date of Changes:
Not specified
Data Protection:
Personal data will be held securely and only used for complaint resolution.
Organization:
Parent Carer Voice Herefordshire
Document type:
Policy
Subject:
Compliments and complaints management
Scope:
Participation, engagement and representation of parent carers
Governing body:
Steering Group
Associated framework:
PCVH Code of Conduct
Data protection legislation:
Data Protection Act 2018
Complaint procedure stages:
Stage One – Complaint; Stage Two – Independent Review
Acknowledgement timeframe:
Within 7 working days
Response timeframe:
Within 30 working days
Appeal period:
Within 14 working days after response
Record keeping:
Compliments Register and Complaints Register
Confidentiality:
Personal data handled securely and disclosed only where necessary
Signatory:
Debbie Hobbs
Review date:
06/07/25
Region:
Herefordshire, United Kingdom
Year:
2026
Region:
North East Essex, UK
Subject:
Neurodevelopmental disorders in children and young people
Document type:
Guidance booklet
Organization:
Suffolk and North East Essex Integrated Care Board; East Suffolk North East Essex Foundation Trust (ESNEFT)
Audience:
Parents and carers of children and young people
Content focus:
Autism Spectrum Disorder (ASD), Attention Deficit Hyperactivity Disorder (ADHD), neurodiversity, diagnostic pathway, support services
Purpose:
Explanation of assessment and diagnostic pathway for neurodevelopmental disorders
Year:
2025-2030
Region:
Hertfordshire and West Essex, UK
Type of document:
Strategic healthcare plan
Organization:
Hertfordshire and West Essex Integrated Care Board (ICB)
Authors:
Dr Jane Halpin, Rt. Hon. Paul Burstow
Population covered:
1.66 million residents
Budget:
£3.8 billion
Legal basis:
Health and Care Act 2022
Date of establishment:
1 July 2022
Governance:
Integrated Care Partnership (ICP) with local councils and health organizations
Key focus areas:
Health inequalities, community-based care, integration of health and social care services, digital health adoption, mental health support, urgent care services
Progress reporting period:
2024-2025
Contextual description:
Strategic plan outlining integrated health and care priorities, service developments, and resource allocation for residents in Hertfordshire and West Essex over the next decade.
Year:
2024
Region / City:
Mid and South Essex
Theme:
Women’s Health, Healthcare Integration, Health Strategy
Document Type:
Health Strategy
Agency / Organization:
NHS Mid and South Essex Integrated Care System
Author:
NHS Mid and South Essex Integrated Care System
Target Audience:
Healthcare professionals, policymakers, women living in Mid and South Essex
Period of Validity:
2024-2025
Approval Date:
September 2024
Date of Changes:
Not specified
Context:
Local adaptation of the national Women’s Health Strategy for improving women’s health services and outcomes in Mid and South Essex by integrating care pathways, focusing on accessibility, and expanding Women’s Health Hubs.
Note:
Year
Region / City:
Suffolk and North East Essex
Theme:
Population Health Management, Integrated Care Systems
Document Type:
Guide
Organization / Institution:
Suffolk and North East Essex Integrated Care System
Target Audience:
Health and care professionals in Suffolk and North East Essex
Year:
2022
Region / City:
Mid and South Essex
Theme:
Financial Strategy, Health and Care System
Document Type:
Strategic Plan
Institution:
Mid and South Essex Integrated Care System
Author:
Unknown
Target Audience:
Health and Care Providers, Policymakers, Financial Managers
Period of Effectiveness:
From 2022 onwards
Approval Date:
22/06/2022
Date of Amendments:
Not specified
Year:
2020
Region / City:
Essex County, New Jersey
Theme:
Nursing, Skills Lab
Document Type:
Practice Guide
Institution:
Essex County College
Author:
Not specified
Target Audience:
Nursing students at Essex County College
Period of Validity:
Fall 2020
Approval Date:
Not specified
Date of Last Revision:
Not specified
Year:
2022
Region / City:
Essex
Theme:
Pay Scales
Document Type:
Public Information Request
Organization / Institution:
Essex County Council
Author:
Essex County Council
Target Audience:
Public
Approval Date:
22 July 2022
Date of Changes:
-
Year:
2020
Region / City:
Essex
Subject:
Tendering process and bidder instructions
Document Type:
Guidance
Authority / Institution:
Essex County Council
Author:
Essex County Council
Target Audience:
Bidders for public procurement
Validity Period:
14/12/2020 - 22/02/2021
Approval Date:
25/11/2020
Modification Date:
Not specified
Year:
2026
Region / City:
Essex & Hertfordshire
Theme:
Annual General Meeting, Committee Elections, Challenge Events
Document Type:
Meeting Agenda
Organization:
Essex & Herts LDWA
Author:
Not specified
Target Audience:
LDWA Members
Period of validity:
February 2026
Approval Date:
Not specified
Date of last update:
Not specified