Concerns and Complaints
A ‘concern’ may be treated as ‘an expression of worry or doubt over an issue considered to be important for which reassurances are sought’. A concern will be treated as informal.
A complaint may be generally recognised as ‘an expression or statement of dissatisfaction however made, about actions taken or a lack of action’. A complaint will be treated as formal.
It’s in everyone’s interest that complaints are resolved at the earliest possible stage. Many issues can be resolved informally, without the need to follow formal procedures. All concerns and complaints will be treated seriously, with every effort to resolve the matter as quickly as possible.
However, there will be occasions when complainants want to raise their concerns formally. In those cases, your complaints procedure should be followed.
All complaints will be dealt with in house, formally and immediately (and within 2 working days) in response with further investigation to be conducted before an outcome is confirmed and any refunds on services agreed.
The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction; taking action where appropriate. All complaints must be received as soon as possible and within a 5day working allowance.
Any suspicion, allegation or actual abuse of a child or a vulnerable adult by any coach, must be reported immediately to the relevant safeguarding officer / N.O.W’s head office management team immediately. Any concerns regarding a N.O.W’s employee / subcontractor will be treated the same as other concerns, suspension pending a full investigation.