At Camden Learning, we work hard to provide a high-quality service. However, occasionally a matter of concern or a complaint about the service or experience you have received may occur. To ensure our work remains at a high standard and that we are always learning and improving, we have a procedure through which you can let us know of any reason you are not satisfied about your dealings with our organisation.  

This policy sets out our external complaints policy. A complaint can be made by individuals or organisations, who wish to report dissatisfaction about the standards of service by Camden Learning or its staff. We will deal with a complaint in an open and accountable manner, and ensure outcomes are used to monitor and strengthen our service delivery. 

Complaints relating to matters within specific schools should be sent to the school directly under its complaints policy, available on each school’s website. We will not be able to respond to complaints about London Borough of Camden services and these should be made using their complaints process that can be found here:
Complaints – Camden Council.

General principles

We value and encourage feedback to ensure that we constantly improve our service. To facilitate this, we will: 

• Wherever possible, work to resolve matters before they reach the point of a formal complaint 
• Ensure everyone who makes a complaint will be treated with courtesy and respect 
• Always aim to be impartial and non-adversarial in addressing concerns and complaints  
• Aim to handle concerns and complaints swiftly, maintaining time-limits for action and keeping people informed of the progress 
• Aim to ensure a full and fair investigation 
• Respect people’s desire for confidentiality  
• Address the points at issue in our response 
• Learn from complaints and use them to improve services 
• Maintain a copy of this policy on our website. 

If you encounter a problem, we want to provide you with a fair, consistent and structured process to remedy any perceived failures on our part.  

Scope

A complaint is deemed as being an expression of dissatisfaction with any aspect of the service or activities provided by Camden Learning. We have a straightforward and prompt process in place to resolve any complaints quickly. We aim to investigate your complaint properly and give you a response within fifteen working days, setting out how the problem will be dealt with. If it is not possible to investigate your complaint properly within this timescale, we will write to you and let you know this, including when we expect to be able to provide a final response. 

Normally we will only consider complaints within 3 months of the date of the alleged poor service experience or the performance of one of our personnel. Only in exceptional circumstances, we will consider a complaint after 3 months, but we will expect you to provide a clear explanation of why the complaint has been alerted to us late. 

This policy relates only to complaints regarding Camden Learning. Complaints about schools or the London Borough of Camden should be dealt with directly under their relevant complaints policies.

All personal information or records relating to complaints will be treated in the strictest confidence and in accordance with the requirements of the Data Protection Act 2018. Information will only be disclosed to those who need to know, so they can investigate the complaint. 

The Chief Executive Officer will periodically report to the Company’s Board of Directors on complaints received. This will cover how the complaint(s) were resolved and any learning points identified. 

Complaints process

Informal

If you are unhappy with any aspects of Camden Learning’s service, please tell us. If you are unhappy with an individual in Camden Learning, sometimes it is best to tell them directly. However, if you feel this is difficult or not appropriate in the circumstances, or do not feel that this will resolve the situation, then please speak to the staff member’s manager. Often, we will be able to give you a response and address your concern straight away. We will always endeavour to respond to your concern at the earliest possibility.

Formal

If you are not satisfied with our response or wish to raise the matter more formally, your complaint should be sent with the subject heading ‘Complaint’ to customersupport@camdenlearning.org.uk with a concise description of the matter being complained about, who else was involved, whom this was reported to and what you think should happen to resolve your concern or complaint so that it can be directed to the right member of staff. 

You can expect to receive an acknowledgement of your complaint within five working days. You can also expect to be kept advised of progress, who will consider the matter and where necessary the results of their investigation. 

The complaint will be investigated and as part of this process, you may be contacted to discuss the issue in person or by phone. As part of the investigation, we may contact anyone else who has relevant information.

Upon closure of the complaint, our findings will be sent to you. 

We will use the outcome of the complaint(s) and any action as a positive method of monitoring our performance and improving service delivery. 

Appeals

If you are not satisfied with the outcome of your complaint, you have the option to appeal to the Chief Executive Officer. The Chief Executive Officer will review the response provided and may conduct further enquiries to provide a final written response within 21 working days of receipt of the appeal.

Complaints about the Chief Executive Officer should be addressed to the Chair of Camden Learning via board@camdenlearning.org.uk. Please mark them as Private and Confidential. 

Complaints about the Chair, or members of the Board of Directors, should be addressed to the Company Secretary via board@camdenlearning.org.uk. Please mark them as Private and Confidential.