Complaints Policy
How to raise a complaint, and how we will investigate, respond to and resolve it.
The Catchup Academy is committed to providing a high-quality service to all learners, parents/carers, schools and local authorities. We recognise that, on occasion, concerns or complaints may arise. When this happens, we welcome feedback and aim to resolve matters promptly, fairly and transparently, while using feedback to support the continuous improvement of our services.
This policy sets out how complaints can be raised and the process The Catchup Academy will follow to investigate, respond to and resolve them.
How to raise a complaint
Where appropriate, we will seek to resolve concerns informally at the earliest opportunity. If you are dissatisfied with the response or the matter cannot be resolved informally, you may escalate your complaint to Bartley Hilliam, Managing Director.
Complaints procedure
Acknowledgement
- We will acknowledge receipt of your complaint within 2 working days.
- You may be asked to confirm or clarify the details of your complaint to ensure that we fully understand the issues raised.
- Your complaint will be recorded in our central complaints register within 1 working day of receipt.
Investigation
- The member of staff concerned may be asked to provide a written response within 5 working days.
- The information provided will be reviewed alongside the details and any supporting evidence submitted by the complainant.
- Where further clarification is required, we may arrange a discussion with you. Where applicable, this will take place within 4 working days of receiving the staff member's response.
- The investigation will be conducted fairly and objectively, with appropriate consideration given to all relevant information.
Resolution meeting or written response
Following completion of the investigation, Bartley Hilliam, Managing Director, will consider the findings and proposed resolution.
- Where appropriate, you will be invited to a meeting within 5 working days of the investigation being completed to discuss the findings and seek a resolution.
- A written summary of the meeting and any agreed actions will be provided within 2 working days of the meeting.
- Where a meeting is not appropriate or cannot reasonably be arranged, a detailed written response setting out the findings and any proposed resolution or actions will be provided within 5 working days of the investigation being completed.
Final review
If you remain dissatisfied following completion of the above stages, you may request a final review by Michael Humphreys, CEO.
- Michael Humphreys will review the complaint, the investigation undertaken and the decision reached within 10 working days.
- You will receive a written outcome within 5 working days of the review being concluded.
- The written outcome will set out The Catchup Academy's final position on the complaint and the reasons for the decision.
External review
If you remain dissatisfied after The Catchup Academy's internal complaints procedure has been completed, you may seek advice from, or raise the matter with, an appropriate external body where applicable.
The current policy identifies:
- Employment Agencies Standards Inspectorate
- Department for Business, Innovation and Skills (BIS)
The appropriate external route may depend on the nature of the complaint and the organisation responsible for commissioning the tuition or alternative provision.
Timeframes
- All timeframes outlined within this policy are maximum timescales wherever reasonably practicable.
- Where a delay is unavoidable, we will inform you in writing, explain the reason for the delay and provide an updated anticipated timescale.
- Complaints will be handled confidentially, with information shared only with those who need it for the purpose of investigating or resolving the matter, or where disclosure is otherwise required.
- At all times, The Catchup Academy will comply with any applicable statutory complaint-handling, safeguarding and information-sharing requirements.