Complaints Policy

Any school or tutor who makes a complaint will be treated with courtesy and in accordance with Tutor Trust’s Equal Opportunities Policy

Complaints, Appeals & Grievances

Customer Satisfaction

Any school or tutor who makes a complaint will be treated with courtesy and in accordance with Tutor Trust’s Equal Opportunities Policy. For complaints about any aspect of the activities of Tutor Trust or arising from a service provided by The Tutor Trust, every effort will be made to diffuse a situation informally. This is referred to as a stage 1 complaint. If this is not possible the complaint will be escalated. The procedure for managing complaints is provided below. Where a complaint is raised by a school, they should report this directly to The Tutor Trust rather than via a tutor, unless the school believes the complaint can be swiftly resolved informally with the tutor. 

Note: the timeframe set out below will commence from when a complaint becomes formal.

Stage

Procedure

Timeframe

Informal Complaints (verbal)
  • Relevant employee discusses complaint with school or tutor and attempts to resolve informally
  • Complaints and outcomes are to be reported to the appropriate senior manager at Tutor Trust for monitoring purposes
Day 1
  
 
Informal Complaints (written)
  • Relevant employee discusses complaint with school or tutor and attempts to resolve informally. 
  • Complaints and outcomes are to be reported to the appropriate senior manager at Tutor Trust for monitoring purposes
Day 1 (from receipt)
  
 
Formal Complaints (and informal complaints which are escalated)
  • Formal complaints must be recorded in writing
  • Employees receiving complaints contact the complainant to inform them that the complaint has been received and provide details of the senior manager who will investigate the complaint(s)
  • Written complaints should be issued to the appropriate senior manager or director. A full investigation will be carried out
  • Receipt of complaint acknowledged within 2 working days. If it is not possible possible to meet this timeframe due to absence, we will issue an interim response giving a time when the full response can be expected
Within 12 working days
  
 
Formal Complaint escalated
  • If the complaint has not been adequately resolved at stage 2 the senior manager handling the complaint should inform the complainant that the complaint has been escalated to stage 3 and will be resolved by the board of trustees.
  • Response will be no later than the date of the next available board of trustees meeting, and no later than one month after receiving the complaint
Within 30 working days
  
 
Appeals Process
  • If the complainant is not satisfied with the outcome they are entitled to appeal the decision in writing to an appointed person who has no involvement in the complaint or investigation
  • The appointed person should be a senior staff member and have had no substantial involvement in the dealing of the complaint. All complaints will be monitored and where possible used to improve and develop our services.
  • Response will be within 5 working days from the date the original letter was received
Within 5 working days

My complaint has not been resolved 

The Tutor Trust will seek to resolve complaints as quickly as possible. Timescales for resolving complaints will vary depending on the nature of the complaint made. Employees of the Tutor Trust responsible for handling complaints will be made aware of this procedure and the importance of providing complainants with anticipated timescales for investigation activity or resolution.

However, if after having spoken to us you feel we have not resolved your complaint to your satisfaction, you can contact the following organisation:

Charity Commission

Follow the link to raise a concern. You can also contact them on 0300 066 9197

Your details

We maintain a log of all complaints raised to manage our complaints process effectively. This includes information about you as the complainant. If you would like further information, or have any concerns, about the data we hold about you, please refer to our Privacy Policies

We will seek to resolve complaints as quickly as possible. Timescales for resolving complaints will vary depending on the nature of the complaint made. The employees of the Tutor Trust responsible for handling complaints will be made aware of this procedure and the importance of providing complainants with anticipated timescales for investigation activity or resolution.

Complaints can be submitted via one of the below methods

Tel: 0161 833 3055

Email: admin@thetutortrust.org

Write to us: Tutor Trust, Virginia House, 3rd Floor, 5-7 Great Ancoats Street, Manchester M4 5AD

 

Reviewed by the HR Manager: September 2024

Authorised by the COO: September 2024

 

Runs to: September 2024

Approved by the Board of Trustees