Purpose
This procedure outlines the steps to be followed in the event of a complaint being received by a person or agency external to the organisation.
In the event of staff complaint, the normal procedures outlined in the personnel procedures apply. This procedure applies to complaints made by learners, partners, or members of the public about Rinova Ltd’s services or conduct. It does not cover internal concerns about wrongdoing, fraud, or illegal activity, which should be raised under Rinova Ltd’s Whistleblowing Policy.
Procedure
In the event of a complaint about any aspect of the activities based at Sierra Quebec Bravo, 77 Marsh Wall, London or within any course operated by Rinova at an external training venue the following procedure shall apply.
The complainant is to raise the issue with the Rinova representative that is present at activity/course. The Rinova representative will make a note of the issues raised and try and resolve the matter. If the Rinova representative is unable to resolve the issue they will refer the issue to the relevant Project Manager who shall, with the assistance of others, attempt to resolve it.
If the Project Manager is unavailable or is unable to resolve the issue, then it should be referred to a Director. The following details should be provided in writing:
* Name of the complainant
* Organisation
* Telephone Number
* Nature of the complaint
* Action taken so far to try and resolve the issue
Complainants should be treated courteously and promised an early reply to their complaint.
Respond Timeframe
Depending upon the nature of the complaint, the following will apply:
- The receipt of a complaint will be acknowledged within 48 hours (two working days)
- An undertaking will be made to investigate
- A response will be made within 7 working days
- If the response is considered by the complainant to be unsatisfactory, they may escalate the matter to the Executive Director.
- If the complainant remains dissatisfied after this process, they may escalate the matter externally to the relevant awarding organisation, funding body (such as the Education and Skills Funding Agency), or the appropriate ombudsman.
Escalation to External Bodies
If a complaint cannot be resolved through Rinova’s internal procedure, the complainant may have the right to escalate their concerns to an appropriate external body, where such a body has relevant provisions and a stakeholding in the affairs surrounding the compliant. Where relevant and in the case of such eventualities, Rinova will provide the necessary contact details and guidance upon request to support this escalation process.
Record of Complaints
The HR Manager shall maintain a secure, central Complaints Register where any written notes or correspondence relating to complaints are recorded accurately and stored in accordance with the Data Protection Act 2018 and UK GDPR. Personal data will be processed lawfully, fairly, and transparently.
Accessibility and Fairness
Rinova Ltd is committed to treating all complainants fairly and without discrimination. Reasonable adjustments will be made to ensure accessibility for individuals with disabilities or specific needs, in line with the Equality Act 2010.
This procedure applies to all organisations within the Rinova Group. For the avoidance of doubt, where ‘Rinova Ltd’ is referenced this shall be understood to also apply to Rinova Community CIC and Rinova Malaga S.L.
Date Created: 01/12/2015
Last Review: 01/09/2025
Next Review: 01/09/2026
This policy has been reviewed and approved by the Board of Rinova Ltd.Richard Parkes, Chair and Director.