Introduction

Schools Mutual Services is committed to providing high-quality service to all our customers. We value feedback and take complaints seriously, regarding them as an opportunity to learn and improve our processes. This policy outlines our approach to handling customer complaints, including escalation procedures to ensure fair and prompt resolution.

Scope

This policy applies to all customers of Schools Mutual Services, including staff, partners, and service users including all schools, academies and multi-academy trusts, who wish to raise concerns or complaints about any aspect of our service.

Principles

• Complaints are handled sensitively, fairly, and promptly.
• All complaints are acknowledged and investigated without prejudice.
• Confidentiality is maintained throughout the process.
• Complainants are informed of progress and outcomes.
• We use complaints as a driver for continual improvement.

Complaint Procedure

Level 1: Initial Response (Relevant Division/Office)

1. Submission: Customers are encouraged to raise their complaint directly with the relevant Schools Mutual Services Division/Office, either in writing, by email, by phone, or in person.
2. Acknowledgement: The relevant division/office will acknowledge receipt of the complaint within twenty-four hours and provide a contact name and reference.
3. Investigation: The relevant division/office will investigate the complaint and aim to provide a full response within two working days of acknowledgement. If more time is required, the customer will be informed and regular updates provided until conclusion.
4. Resolution: The relevant division/office will communicate the outcome and any actions taken to resolve the issue.

Level 2: Escalation to Divisional Senior Management

1. Escalation: If the customer is dissatisfied with the relevant division/office’s response, they may request escalation to Senior Management. This can be done by notifying the office within five working days of receiving the divisions/office’s decision.
2. Review: Senior Management will review the complaint, the division/office’s investigation, and any supporting documentation.
3. Outcome: Senior Management will provide a final written response within five working days of escalation.

Level 3: Director Review

1. Further Escalation: If the customer remains dissatisfied after Senior Management’s review, they may request a further escalation, to the Director.
2. Review: The Director will review the complaint, the division/office’s investigation, and any supporting documentation.
3. Outcome: The Director will provide a final written response within five working days of escalation.

Monitoring and Review

This policy will be reviewed annually to ensure its effectiveness and compliance with best practice.