Fleet Complaints Procedure
Last updated on November 2024
What is the Fleet Tutors approach to complaints?
Fleet Tutors views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint. Informal concerns raised will be handled following the same processes as detailed in this policy, with the aim of resolving issues at the earliest opportunity. The Management Team may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about a member of staff should not be investigated by that member of staff.
What should I do if I have a complaint and what happens next?
If you feel you have a complaint, you should first approach your Customer Relationship Executive who will supervise the investigation of your complaint. We aim to resolve issues within 2 working days wherever possible. If the situation cannot be resolved by your Customer Relationship Executive, the complaint will be passed to the Customer Success Manager who will acknowledge your complaint in writing within 2 working days. The Customer Success Manager will follow up the complaint with the personnel involved and ensure a detailed written response is sent to you as soon as possible. This will include their suggestions for resolving the matter. They will do this within a maximum of 5 working days of completing their investigation.
What should I do if I have a serious concern related to malpractice or wrongdoing?
We’re committed to conducting our business with honesty and integrity and, therefore, take malpractice and wrongdoing very seriously and aim to prevent and eliminate any such issues within our organisation. If you have a concern related to our organisation’s activities where you have information which you reasonably believe may indicate a criminal offence (including child protection concerns), failure to comply with legal obligations, a miscarriage of justice or other malpractices, we encourage you to raise any concerns you may have freely and without fear of suffering a detriment to enable us to eliminate and prevent wrongdoing or malpractice. Allegations regarding child protection and safety are taken very seriously. When such an allegation is made, details are passed to our Safeguarding Team immediately. If you are a Supporting Education Group employee or supplier, please refer to the staff whistleblowing policy available on the
Company’s internal file drive.
What do Fleet Tutors commit to in regards to their complaints procedure?
Complaints are reviewed on a regular basis to identify any trends which may indicate a need to take further action. Records of, and personal data related to, complaints will be held after the complaint has been resolved, although the length of time will vary depending on the nature of the complaint. It will then be destroyed or deleted. We may retain de-personalised information about complaints to help inform our service, but no individuals will be identifiable from any such held data.
Client Records (as related to complaints)
Client accounts & linked student data – removal requested: On demand.
Client requests, emails and correspondence: Retained for 4 years after investigation ceases.
Specific client information relating to the investigation of a query: Retained only for the length of the investigation, unless the query becomes a complaint at any point (see below).
Records relating to complaints made to and investigated by the Company: Major complaints: current year plus 6 years. If negligence was involved: current year plus 15 years. If child protection or
safeguarding issues were involved then: current year plus 40 years.
This complaints procedure is reviewed and published on an annual basis.