Complaints

Our Complaints Procedure


1.0 Introduction

Addysg Oedolion Cymru | Adult Learning Wales aims to provide high-quality services to our learners and members and to the organisations with which we work in partnership.

We are committed to providing a high standard of service and to continuously improving and extending what we can offer. However, we recognise that there may be occasions when things go wrong. Sometimes you may be dissatisfied with the way we have applied our policies or with the services you have received.

It is important that you tell us when this happens so that we can deal speedily with the problem you have raised. Feedback really does help us to improve the quality of our work. 

This procedure is intended for learners, members and partners. Staff grievances will be dealt with under the Grievance procedure. 

You may complain under this procedure if you feel:

  • The service you have received from  Addysg Oedolion Cymru | Adult Learning Wales has failed to meet our service standards

  • You have not been treated in accordance with our policies and procedures

  • You are unhappy with the behaviour of our staff

 

2.0 Procedure

2.1 Stage 1

If you are unhappy about any of our services, we undertake to deal quickly and effectively with the matter. As a first step, we suggest that you contact the member of staff concerned to see if the problem can be resolved to your satisfaction.

Our staff will do everything they can to put things right, including reviewing procedures to stop problems happening again. The contact will be acknowledged within 10 working days.

The staff member will seek to resolve the matter within 28 working days during which a copy of the Complaints Procedure will be made available to you. If, at this point, thematter has not been resolved to your satisfaction you can make a formal complaint in writing to the Director of HR, Support Servicesand Workforce Development. 

 

2.2 Stage 2


If you are not satisfied with the response provided under Stage 1, you can write to the Director of HR, Support Services and Workforce Development at Addysg Oedolion Cymru | Adult Learning Wales, 7 Coopers Yard, Curran Road, Cardiff CF10 5NB. The Director of HR, Support Services and Workforce Development will acknowledge receipt of your complaint within 5 working days.

The Director of HR, Support Services and Workforce Development will arrange an investigation into the issues raised and will provide you with a response to the complaint within 10 working days.

 

2.3 Stage 3


If you are not satisfied with the response provided under Stage 2, you can refer your complaint to the Chief Executive Officer.

You should write to the Chief Executive Officer at Addysg Oedolion Cymru | Adult Learning Wales, 7 Coopers Yard, Curran Road, Cardiff CF10 5NB, setting out your initial complaint and why you feel that the response to your complaint is unsatisfactory. The General Secretary will acknowledge receipt of your letter within 5 working days.

The Chief Executive Officer will carry out a further investigation into the issues raised and will provide you with a response to the complaint within 10 working days.

 

2.4 Appeals Stage


If you do not feel that the Chief Executive Officer’s Stage 3 response is acceptable, you have the right to ask for your complaint to be referred to our complaints panel.

The panel will consist of designated members of our Governing Body. The Chief Executive Officer may also refer complaints to the panel. You will be advised of the date of the panel meeting which will normally convene within 28 working days of the referral.

You will be notified of the panel’s decision within 5 working days of its meeting. In the case of a complaint from an individual or organisation that is not a member of Addysg Oedolion Cymru | Adult Learning Wales, the panel’s decision is final.

Addysg Oedolion Cymru | Adult Learning Wales members are entitled to raise any issue in relation to the management and administration of the organisation at the Annual General Meeting, providing that the correct procedures have been followed.  Addysg Oedolion Cymru | Adult Learning Wales AGM's are usually held in March. Please contact the Chief Executive Officer at least 8 weeks before the advertised date of the meeting who will advise you on the steps to take.