Safeguarding Policy

Introduction

Safety and wellbeing of all learners and staff are at the forefront of all Prospect Training (Yorkshire) Ltd’s, operations and it acknowledges the range of activities that contribute to maintaining and creating an environment that ensures effective safeguarding practices take place for everyone.

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The Safeguarding Policy provides for a coherent framework of practice to be in place and for all policies relating to this framework to address this key priority. The Safeguarding Policy is reviewed each year and when/or changes in law, policy, guidance, or best practice occur in order to ensure that it remains a key driver in the development of our strategy on safeguarding. The two groups identified below may have learners with additional needs and/or disabilities and can face further safeguarding challenges.

 

Children and Young Person

This refers to those under the age of 18 as Defined in the Children Act 1989.

 

Vulnerable Adults

This refers to a person aged 18 years or over who may be unable to protect or take care of themselves or may be exploited this may include:-

Elderly and frail

Mental illness or dementia

Learning disability

Severe physical illness

Substance misuser

Homeless

Policy Statement

Prospect Training (Yorkshire) Ltd recognise its duties, statutory and otherwise to ensure that all our functions with a view to safeguarding and promoting the welfare of children receiving education and training at all our premises and within the workplace.

Safeguarding is everyone’s responsibility and therefore this policy applies to all of us.

 

Prospect Training (Yorkshire) Ltd is committed to ensuring that it:

 

  • Provides a safe environment for children and young people to learn in
  • Identifies children and young people who are suffering, or likely to suffer, significant harm, and
  • Takes appropriate action to see that such children and young people are kept safe, on our sites and in the workplace.

 

Policies and procedures will be reviewed and approved to ensure that awareness is raised on all issues:

 

  • Raising awareness of issues relating to the welfare of children and young people and promoting a safe environment for all at Prospect Training in line with our duty as part of Keeping Children Safe in Education, the requirements of the Local Safeguarding Boards and the Barring and Disclosure service.
  • Raising awareness of and promotion of quality and greater understanding of faiths (or those of no faith), genders, ages, races, disabilities and sexual orientations (and other groups with protected characteristics) as well as bullying, abuse, discrimination and harassment. This also includes within the workplace.
  • Clear accountability in ensuring that ‘Early Help’ can be provided in line with legislation – by identifying individuals/groups of more vulnerable young people with a view of providing ‘Early Help’
  • The difference between a ‘concern’ and ‘immediate danger or at risk of harm’ – we will refer concerns that a young person might be at risk of significant harm to Multi-Agency, Safeguarding Hub, Police or Channel with onward referrals as required. Justification will be provided if consent is not given.
  • Ensuring staff are aware that issues can manifest via peer on peer abuse

Peer on peer abuse could be noted by various signs and symptoms which may occur consistently or over a period of time they may include:-

Domestic abuse – where they may experience emotional, physical, financial,

sexual abuse, exploitation, harming by peers.

Harmful Sexual Behaviour where a young person demonstrates behaviour

outside of their normative parameters of development.

Youth Crime/Violence – reference to offences.

  • Supporting learners in preparing for life in modern Britain, promoting British values the rule of law, individual liberty, democracy, mutual respect the tolerance including those with different faiths, beliefs and backgrounds.
  • Awareness raising to help prevent radicalisation of learners and compliance with the Prevent duty.
  • Identification of those at risk and reporting immediately
  • Ensuring established procedures are in place for reporting concerns.
  • Establishing procedures for reporting and dealing with allegations of abuse against members of staff
  • Safe recruitment/employment of staff
  • Ensuring staff are aware that issues can manifest via peer on peer abuse
  • Supporting individuals who have additional needs or disabilities to become more independent in everyday life
  • Reviewing of all our policies and processes of sharing information with other professionals
  • The NSPCC whistle-blowing helpline number 0800 028 0285;

Legislative Framework

Prospect Training (Yorkshire) Ltd operates its Safeguarding Policy through its acknowledgement and acceptance of its responsibilities set out in in the following documents:

  • Children’s Act Section 11 (1989, 2004, 2008 and 2014)
  • Early Help Assessment (March 2014)
  • Early Years Common Inspection Framework (September 2015)
  • Children, Schools and Families Act (2010),
  • Education Act (2002, 2011)
  • Care Act (2014) and
  • other associated legislation.

 

Furthermore, safeguarding and promoting the welfare of children, young people and people with care and support needs will be undertaken with due regard to:

 

Rotherham Safeguarding Children’s Board (RSCB) Procedures https://www.proceduresonline.com/Rotherham/scb/

Pathway to Provision (Nottinghamshire) Multi-Agency Thresholds Guidance (November 2015)

http://www.nottinghamshire.gov.uk/care/childrens-social-care/nottinghamshire-children-and-families-alliance/pathway-to-provision

What to do if you’re worried a child is being abused (March 2015)https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/419604/What_to_do_if_you_re_worried_a_child_is_being_abused.pdf

‘Working together to Safeguard children’ (2018)https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/419595/Working_Together_to_Safeguard_Children.pdf

‘Keeping Children Safe in Education (September 2018)’

https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/741314/Keeping_Children_Safe_in_Education__3_September_2018_14.09.18.pdf

Information Sharing (March 2015)https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/419628/Information_sharing_advice_safeguarding_practitioners.pdf

No Secrets (January 2015)https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/194272/No_secrets__guidance_on_developing_and_implementing_multi-agency_policies_and_procedures_to_protect_vulnerable_adults_from_abuse.pdf

The Prevent Duty (March 2016)https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/445977/3799_Revised_Prevent_Duty_Guidance_England_Wales_V2-Interactive.pdf

Channel Duty Guidance (April 2015)https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/425189/Channel_Duty_Guidance_April_2015.pdf

 Female Genital Mutilationhttp://rotherhamscb.proceduresonline.com/chapters/p_fem_gen_mut.html

https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/573782/FGM_Mandatory_Reporting_-_procedural_information_nov16_FINAL.pdf

Safeguarding children and young people from sexual exploitationhttps://www.gov.uk/government/uploads/system/uploads/attachment_data/file/278849/Safeguarding_Children_and_Young_People_from_Sexual_Exploitation.pdf

Safer Practice, Safer Learning- a whole organisation approach to safeguarding vulnerable adults for the learning and skills sector. Published by NIACE December 2007 (http://shop.niace.org.uk/safer-practice.html)

‘Safeguarding Children and safer recruitment in Education’ (2007) (https://www.education.gov.uk/publications/eOrderingDownload/Final%206836-SafeGuard.Chd%20bkmk.pdf)

Forced Marriage Unit of the Foreign and Commonwealth Office(http://www.fco.gov.uk/en/travel-and-living-abroad/when-things-go-wrong/forced-marriage/)

NSPCC(www.nspcc.org.uk/)

Jisc User Safety Briefing(http://www.jisc.ac.uk/publications/briefingpapers/2005/pub_usersafetybp.aspx )

National Domestic Violence Helpline (http://www.nationaldomesticviolencehelpline.org.uk/ )

Online abuse Legislation, policy and practicehttps://www.nspcc.org.uk/preventing-abuse/child-abuse-and-neglect/online-abuse/legislation-policy-practice/

Child Exploitation and Online Protection Centre (CEOP) ( www.ceop.police.uk/ )

Women’s Aid(www.womensaid.org.uk/)

Apna Haq support for Asian Women(www.apna-haq.co.uk.

Karma Nirvana – Support for victims of honour crimes/ forced marriage (www.karmanirvana.org.uk)

Private Fosteringhttp://www.privatefostering.org.uk/

 

http://www,rdash.nhs.uk/wp-content/uploads/2014/04/Safeguarding-Adults-Policy-V5-CQ1252016.pdf

Working in partnership

 

Prospect Training (Yorkshire) Ltd, will refer concerns that a child or young person might be at risk of significant harm to Partnership Contract holder, Multi-Agency Safeguarding Hub, the Police or Channel and concerns for assessment of need and onward referral for other services if required to the Early Help Unit.

 

Awareness and appreciation of the role of others in partner agencies is essential for effective collaboration to take place. It is vital that organisations work collaboratively to enable good practice in safeguarding.

 

All referrals will need to evidence that consent has been provided by the subject of the referral as well as parent/carer, except where the referral relates to attendance matters or assistance in applications for parenting contracts, parenting orders,

 

acceptable behaviour contracts and anti-social behaviour orders. Where there is a risk of significant harm and consent is not given then a justification will be provided of the need to share information.

 

Purpose and Objectives

 

It is Prospect Training (Yorkshire) Ltd’s policy to ensure that guidelines, procedures, training and personal support are in place so that staff and learners can confidently identify and respond appropriately to concerns relating to the safety of all our learners.

 

It will ensure that designated personnel will be available to assist staff who identify concerns and that all concerns will be treated seriously.

 

No matter what the source of the information, we will adopt the following procedure to ensure consistency. The procedure will consist of three steps:

  • Information gathering
  • Analysis
  • Action

Prospect Training (Yorkshire) Ltd will ensure that all concerns about children are recorded accurately and Information will be stored securely in line with Contract holders archiving policies and our policies.

This policy applies to the support of children and young people up to their 18th birthday as defined by the Children Act 2008. For those young people reaching their 18th birthday who need continuing services and support, this can be extended to their 25th birthday.

 

In the context of working in Further Education, where the majority of individuals are over the age of 16, it is important to recognise that whilst the law allows consensual sexual activity at the age of 16, if the child requires help and support the lawful nature of the activity does not stop intervention. Examples of this may be:

  • Children and young people with care and support needs;
  • Children in relationships with much older individuals or individuals in a position of authority and trust;
  • Children who may be at risk of sexual abuse or exploitation;
  • Children who are parents;
  • Children whose care and support needs mean they are unlikely to be able to protect themselves despite their legal age.

 

 Roles and Responsibilities

All adults working with or on behalf of children or vulnerable adults have a responsibility to protect them. There are however, key people within Prospect Training (Yorkshire) Ltd and the Local Authorities who have specific responsibilities

under safeguarding procedures. Those internal persons named constitute our safeguarding team.

 

Designated Senior Person – Lead: Operations Director – Yvonne Reardon 01709 586600 or 07960 545946 has responsibility at a strategic level within the organisation for:

  • Making sure all staff are aware how to raise safeguarding concerns
  • Ensuring compliance in all accepts including Government Legislation
  • Reporting to Managing Director at Prospect Training on deficiencies in procedure or policy as soon as identified
  • Vetting of staff including DBS checks
  • Acting and informing MD to changes in legislative requirements
  • Assisting and supporting staff and learners making a referral
  • Processing and receiving concerns relating to the behaviour of our staff
  • Developing a Code of Conduct for our staff
  • Organising and monitoring safeguarding training
  • Annual
  • Ensuring all staff understand the symptoms of child abuse and neglect
  • Ensuring processes are in place for referring concerns to social care
  • Liaising with Children and Young People’s and Adult Services when required
  • Monitoring children who are the subject of child protection plans
  • Maintaining accurate and secure child protection records – referral complaint or concern
  • Referral of cases of suspected allegations or abuse to Children & Young People’s and Adult Services, Police and/or, appropriate agencies and Channel
  • Monitoring referrals and learner wellbeing through SMT meetings.
  • Providing a holistic approach to safeguarding through the disciplinary policy and procedures relating to the conduct of learners and the coordination and organisation of our internal learner support and assessment services.
  • Developing safeguarding training materials, files, procedures and contacts
  • Delivering training where appropriate

 

Deputy Designated Officer: Sales and Marketing Manager – Marianne King (01709 586600) has responsibility to support the Operations Director above including responsibility of working to identify learners at risk and support safeguarding.

 

Advising and supporting our staff where learner(s) are not following our Code of Conduct eg behaviours or actions, who may have in their possession substances or weapons and ensure this is dealt with and reported to Designated Safeguarding Lead or Deputy Designated Officer.

 

Learners at Risk

Prospect Training recognises that our sites may be the only, secure, stable environment for an ‘at risk’ learner’s life.   Behaviours that learners may present could be challenging, defiant or withdrawn. We aim to identify learners ‘at risk’ through one or more of the following methods:-

 

Enrolment form

Induction Process

Initial Assessments

Staff reporting and monitoring

Self-referral

ECHP plan

We will support learners by:-

Courses that encourage confidence, self-motivation and self esteem

Our sites which promotes a positive, support and secure environment that give a sense of being respected and valued

Implementation of our learner code of conduct – to enable learners to know what is acceptable.

Additional learner support where applicable to develop further skills

Development of a responsive staff team to respond appropriately in safeguarding situations.

Absence reporting – which may be an indicator of concern.

Learner feedback where learners can say how ‘safe’ they feel.

 

Recruitment of staff

 

All new staff will be subject to the Disclosure and Barring Service (DBS) in line with our safe recruitment policies and procedures.

 

All interviews for new staff are undertaken and include a question in regard to safeguarding and at least one member of the interviewing panel will have undertaken the ‘safer recruitment training’.

The associated ‘Recruitment Policy’ and ‘DBS Policy’ give greater detail to the process. Records of all staff are kept confidentially with our Accounts Director David Black and the single central record is maintained by our Operations Director.

 

Disclosures for new staff

 

 

All new staff will be required to have a satisfactory enhanced DBS

 

Existing staff checks

 

All Staff at Prospect Training (Yorkshire) Ltd are subject to renewed DBS checks by the organisation every 3 years.

It is the responsibility of every staff member to disclose to Prospect Training (Yorkshire) Ltd any criminal convictions that are incurred during their employment. Failure to do so will be considered a disciplinary offence and in some circumstances, may lead to dismissal.

 

Training

 

All newly recruited staff will have a clear understanding of their role and responsibilities in safeguarding children and young people and are aware of the associated procedures, including reading Keeping Children Safe in Education (2018) Part 1. Staff who work with young people must also read Annex A. These are documented on the individual staff members Induction Checklist current version 14.

 

All staff will continually be made aware of and supported to understand the policy and associated procedures, including updates to policies and documentation. This will include how to communicate to disabled people and those who use a different language. Our staff will use the individuals first language to speak appropriately and respectfully to a person with a disability eg use phrases such has ‘a person who’, or ‘a person with’ or ‘a person who has’ guidance on words to use or not use https://www.cdc.gov/ncbddd/disabilityandhealth/pdf/disabilityposter_photos.pdf

 

All Senior Managers and the designated Senior Person and Deputy Safeguarding Officer are familiar with their role and responsibilities – this is via training and duties relating to safeguarding.

 

All staff are aware of their role and responsibilities and receive guidance on how to deal with suspicions or disclosures of abuse – via training. Safeguarding is also covered at team meetings.

Members of staff must renew their training every 3 years and designated safeguarding staff every 2 years

 

Procedures

 

It is the duty by law of any member of staff, who receives a disclosure of abuse, or suspects that abuse may have occurred, to report it to a member of the safeguarding team. If a member of the team cannot be found, then the matter should be brought to the attention of the most senior member of staff.

 

Written disclosures need to be recorded on the individual staff members Personnel file.

 

If appropriate, the member of the Safeguarding Team will refer cases of suspected abuse or allegations to the Multi Agency Safeguarding Team (MASH) by telephone in accordance with the Local Safeguarding Board Procedures and main contract holder’s procedures. In some cases, it may be appropriate for the Police to also be contacted.

 

It is not the job of our organisation to investigate allegations; this is the responsibility of the Authorities. However, essential information may help these investigations and details such as learner’s name, address, and date of birth, family composition, and reason for referral should be recorded. The name of the person who initially received the disclosure and whether or not the parents/guardians of the learner are aware of the referral should also be included.

 

Advice and guidance can be obtained from the MASH team of Designated Safeguarding Lead or Deputy Safeguarding Officer.

 

Support from the Designated Safeguarding Lead or Deputy Safeguarding Officer will be made available for staff dealing with safeguarding issues.

 

Professional Confidentiality

A member of staff must never agree with a learner to keep information confidential and where there is a safeguarding concern this must be reported to the Designated Safeguarding Lead or Deputy Safeguarding Officer and may require further investigation by the appropriate authorities.

 

Staff will be informed of relevant information in respect of individual cases on a ‘need to know basis’ only. Any information shared with a member of staff in this way must be held confidentially by themselves.

 

Key Definitions

 

Definitions of Abuse

Behaviours towards a person that my either deliberately or unknowingly cause the individual harm, or may endanger their life or their human or civil rights

 

 

It is important that staff are aware of the signs and symptoms and, whilst they may be indicative of some other problem or issue, the possibility that the young person is

 

being abused should not be discounted. Any concern about a young person who is showing signs of abuse or of being at risk of abuse should be followed up with the Designating Safeguarding Lead or Deputy Safeguarding Officer.

 

Physical Abuse

May involve hitting, shaking, slapping, pushing, throwing, kicking poisoning, burning or scalding, drowning, suffocating, misuse of medication, restraint, inappropriate sanctions or otherwise causing physical harm.

 

Neglect

Including ignoring medical or physical care needs, failure to provide access to appropriate health, social care or educational services, the withholding of the necessities of life, such as medication, adequate nutrition and heating.

 

Sexual violence and Sexual Harassment

Prospect Training (Yorks) Ltd, take all reports of sexual violence and sexual harassment seriously and ensure that in all cases these are reported.   They are likely to be complex, requiring difficult professional decisions to be made quickly and under pressure. At the first point of an instance being reported the Designated Safeguarding Lead or if unavailable the Deputy Safeguarding Officer will be contacted. Each decision will be reviewed on a case by case basis, with the Designated Safeguarding Lead or Deputy Safeguarding Officer using their professional judgement and being supported by other agencies, such as children’s social care and the police as required.

 

Female Genital Mutilation (FGM) and Honour-based violence

The FGM duty came into force on 31 October 2015.

  • A mandatory reporting duty for FGM requires regulated health and social care professionals and teachers in England and Wales to report known cases of FGM in under 18-year-olds to the police. Call 101 ensure you have the following information or as much as possible
  • Your details:

-       name

-       contact details (work telephone number and e-mail address) and times when you will be available to be called back

-       role

-       place of work

 

  • details of your organisation’s designated safeguarding lead:

-       name

-       contact details (work telephone number and e-mail address)

-       place of work

 

• the girl’s details:

 

-       name

-       age/date of birth

-       address

  • Confirm that you have undertaken, or will undertake, safeguarding actions, as required by the Working Together to Safeguard Children (in England)

 

  • You will be given a reference number for the call and should ensure that you document this in your records

 

Is a collective term for procedures, which include the removal of part or all of the external female genitalia for cultural or other non-therapeutic reasons. The practice is medically unnecessary, extremely painful and has serious health consequences, both at the time when the mutilation is carried out and in later life. The procedure is typically performed on girls aged between 4 and 13, but in some cases, it is performed on new-born infants or on young women before marriage or pregnancy.

 

FGM has been a criminal offence in the U.K. since the Prohibition of Female Circumcision Act 1985 was passed. The Female Genital Mutilation Act 2003 replaced the 1985 Act and makes it an offence for the first time for UK nationals

 

Permanent UK residents to carry out FGM abroad, or to aid, abet, counsel or procure the carrying out of FGM abroad, even in countries where the practice is legal.

 

Suspicions may arise in several ways that a child is being prepared for FGM to take place abroad.

 

Consider whether any other indicators exist that FGM may have or has already taken place, for example:

  • Preparations are being made to take a long holiday – arranging vaccinations or planning an absence from one of our sites or work place.
  • The young person has changed in behaviour after a prolonged absence from one of our sites or their workplace.
  • The young person has health problems, particularly bladder or menstrual problems.

 

Financial or material abuse

Including theft, fraud, exploitation, pressure about wills, property or inheritance or financial transactions, or the misuse or misappropriation of property, possessions or benefits.

 

Emotional Abuse

It may involve seeing or hearing the ill-treatment of another. It may involve serious bullying (including cyber bullying, use of text, social networks and emails).

 

Discriminatory abuse

Including racist, sexist, that based on a person’s disability, and other forms of harassment, slurs, or similar treatment.

 

Others may include

Violation of rights, Institutional, exposure to extremist behaviours and attempts to radicalise.

 

Peer on Peer Abuse

Staff should recognise that children and young people are capable of abusing their peers, should not be tolerated or passed off as ‘part of growing up’, ‘banter’, ‘joking’, this type of abuse can manifest itself in many ways and not limited to:

 

Gender based violence, sexual imagery, sexual assaults

Bullying and cyberbullying

 

Counter-Terrorism and Security Act 2015 – The Prevent Duty

This act makes provision in relation to terrorism including communications data, and information, our duty in particular is to those at risk of being drawn into terrorism and providing support for vulnerable people who may be drawn into terrorism acts.

 

Receiving a Disclosure

DO

  • Take allegations or suspicions of abuse seriously
  • Respond with tact and sensitivity to anyone who confides in you
  • Re-assure the person that it is right to speak to someone
  • Allow the person to speak in his/her own way and time
  • Discuss the need to refer to the appropriate person in our organisation
  • Make notes using the person’s own words

 

DON’T

  • Promise confidentiality (only those who need to know will be told)
  • Make judgements
  • Investigate the allegation or suspicion of abuse
  • Ask leading questions or probe for details
  • Interpret what has been said or make assumptions about the situation
  • Contact parents/carers before seeking advice

 

 

Following up a Disclosure, Allegation or Suspicion of Abuse

 

  • Contact the Designated Safeguarding Lead or Deputy Safeguarding Officer as soon as practicable.
  • Provide details – all written information and rough notes will be retained by the Designated Safeguarding Lead or Deputy Safeguarding Officer who will seek advice from the appropriate agencies, main contract holder (where applicable) and feed back to you.

 

  • Where there are serious concerns of ‘significant harm’ the Designated Safeguarding Lead or Deputy Safeguarding Officer will refer immediately to MASH – see Safeguarding Flowchart.
  • If urgent hospital treatment is needed for a young person whilst on one of our sites, inform the Designated Safeguarding Lead or Deputy Safeguarding Officer if this relates to a child protection issue.
  • Both the young person, and if required, the member of staff to whom the disclosure was made can access further support from the Managing Director.

 

Contact Details

 

LADO

Jim Foy – LADO, Mary Woollett Centre, Danum Road, Doncaster, DN4 5HF
Tel: 01302 737748 or 01302 737332
Email:  Jim.Foy@dcstrust.co.uk or LADO@doncaster.gcsx.gov.uk

 

Doncaster Safeguarding Children Board (DSCB) Procedure for Allegations Against Staff, Carers and Volunteers can be found at: http://doncasterscb.proceduresonline.com/chapters/p_alleg_staff_vols.html

 

Doncaster Metropolitan Borough Council Safeguarding Adults
Address: Doncaster Council, Civic Office, Waterdale, Doncaster DN1 3BU
Telephone: (01302) 736296
Out of hours:  (01302) 796000

Rotherham Metropolitan Borough Council Safeguarding Adults
Telephone: (01709) 822330
Out of hours: 01709 336080

 

The Rotherham sexual exploitation helpline provided by the NSPCC is a single point of contact for victims and survivors. The helpline is confidential and available 24 hours a day, seven days a week – 0800 7319 256 / Email: rotherhamcsesupport@NSPCC.org.uk

 

The Multi-Agency Safeguarding Hub (MASH) is the single point of contact for all professionals to report safeguarding concerns.

Tel: 01709 336080

Secure Email: MASH-Referral@rotherham.gcsx.gov.uk

of these hours, contact the Emergency Duty Team on 0300 456 4546.

 

Police:

In an emergency, contact the police Tel: 999

If the person is not in immediate danger, contact the police Tel 101

Adult social care Tel: 01904 555111 (office hours) or fax 01904 554055

Hearing impaired customers can use the text facility 07534 437804

Out of hours, Tel:  01609 780780

Rotherham General Hospital Tel: 01709 820000

Doncaster Royal Infirmary Tel 01302 366666

 

Published date: 17/12/2018

The latest review date: 21/11/2018

The date the next review is due: 20/11/2019

Responsibility: Yvonne Reardon

Job Title: Operations Director

 

Complaints Policy and Procedure

Prospect Training Yorkshire Ltd is committed to providing a quality service in an open and accountable way that builds the trust and respect of all its stakeholders. It will continue to improve its products and services by listening and responding to the views of its stakeholders, and in particular by responding positively to complaints, and by putting mistakes right.

Therefore, the organisation aims to ensure that:

*      Making a complaint is as easy as possible

*      A complaint is treated as a clear expression of dissatisfaction with our service which calls for an immediate response

*      A complaint is dealt with promptly, politely and, when appropriate, confidentially.

*      A complaint is responded to in the right way – for example, with an explanation, or an apology where we have got things wrong or information on any action taken.

*      The organisation learns from complaints, uses them to improve its service, and reviews annually its complaints policy and procedures.

 

Prospect training Yorkshire Ltd recognises that many concerns will be raised informally and dealt with quickly. Its aims are to:

*      Resolve informal concerns quickly

*      Keep matters low key

*      Enable mediation between the complainant and the individual whom the complaint has been referred.

 

An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactory resolved informally, then the formal complaints procedure should be followed.

Definition

Prospect training Yorkshire Ltd defines a complaint as any expression of dissatisfaction with Prospect training Yorkshire Ltd, a member of its staff or anything that relates to Prospect Training Yorkshire Ltd and requires a formal response.

Purpose

The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and whenever possible resolved to the complainant’s satisfaction.

Prospect Training Yorkshire Ltd.’s responsibility will be to:

*      Acknowledge the formal complaint in writing with 96 hours (4 days) of receipt

*      Respond within the stated period of time 15 days (unless the individual is notified that due to the nature the investigation will take longer)

*      Deal reasonably and sensitively with the complainant

*      Take action where appropriate.

*      Inform the complaint of the outcome

 

A complainant’s responsibility is to:

*      Bring their complaint, in writing to Prospect Training Yorkshire Ltd.’s attention, normally within 8 weeks of the issue arising.

*      Raise concerns promptly and directly with a member of staff.

*      Explain the problem as clearly and as fully as possible, including any actions taken to date.

*      Allow Prospect Training Yorkshire Ltd a reasonable time to deal with the matter

*      Recognise that some circumstances may be beyond Prospect Yorkshire Ltd.’s control and therefore referred to other bodies.

 

Responsibility for action: All staff of Prospect training Yorkshire Ltd.

Confidentiality

Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Prospect Training Yorkshire Ltd maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality. Should this be the case, the situation will be explained to the complainant.

Monitoring and reporting

Senior Management at Prospect Training Yorkshire Ltd will receive, monthly, an anonymised report of complaints made and their resolution.

 

 Procedure

 

Stage 1

In the first instance, if a complainant is unable to resolve the issue informally, a complainant should write to the member of staff who dealt with them, or their manager, so that they have a chance to put things right. In the letter a complainant should set out the details of the complaint, the consequences for them as a result, and the remedy they are seeking.

A complainant can expect their complaint to be acknowledged within 4 working days of receipt. They should get a response and an explanation within 15 working days. If they are unsure which member of staff to write to, the complaint should be sent to the Operations Director, Prospect Training (Yorkshire) Ltd, Prospect House, 48 Doncaster Road, Mexborough, South Yorkshire S64 0LU for email details contact 01709 586600.

 

Stage 2

If the complainant is not satisfied with the initial response to the complaint, then they can write to the Operations Director and ask for the complaint and the response to be reviewed. They can expect the Operations Director to acknowledge the request within 4 working days and respond within 15 working days.

Prospect Training Yorkshire Ltd.’s aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently, timescales given for handling and responding to complaints of this nature are indicative. If a matter requires more detailed investigation, the complainant will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.

 

Final Stage

If the complainant is not satisfied from the subsequent reply from the Operations Director, then they have the option of writing to the Managing Director, at the address above. They must do this within 10 days of receiving a response from the Operations Director.

The Managing Director will respond normally within 10 working days to inform the complainant of the action which will be taken to investigate their complaint, and when they can expect to hear the outcome of the investigation this will be within 28 working days.

Published date: 6th June 2018

The latest review date: 7th June 2016

The date the next review is due: 5th June 2019

Responsibility: Yvonne Reardon

Job Title: Operations Director