Morthyng aims to resolve all complaints at the earliest possible stage and is dedicated to continuing to provide the highest quality of education possible throughout this procedure in the best interests of all of our learners. This policy is in place to handle any complaint made against a member of staff, Director or the college as a whole, relating to any aspects of our provision.

This policy outlines the procedure that the complainant and Morthyng must follow.

Once a complaint has been made, it can be resolved or withdrawn at any stage..

Stage 1

It is in everyone’s interest that concerns/complaints are resolved at the earliest possible stage. The first point of contact for raising a concern or making a complaint will usually be to a tutor or relevant staff member. If the concern is more general, you can contact the Deputy Chief Executive or Chief Executive who will either seek a solution to the issue or refer your concern to the appropriate member of staff. If the complaint is about a senior member of staff, you can refer directly to the Deputy Chief Executive. Please give consideration to exactly what the concern is and what you feel would put the situation right. Once you have spoken about your concerns give the person handling the situation 7 working days to resolve it. If you continue to be dissatisfied you can request that your complaint, be considered at Stage 2

Stage 2

If the complaint has not been resolved to a satisfactory standard, the complaints form (See here) may be completed and returned to the Deputy Chief Executive at this address:

Morthyng Group Ltd

North Grove House

South Grove

Rotherham

S60 2AF

The Deputy Chief Executive will investigate the complaint fully arranging independent interviews with all parties relevant to the complaint and advise the Chief Executive of the complaint and the investigation outcome and respond to the complainant. This process should take no longer than 10 working days.

Stage 3

If the complainant remains unsatisfied with the response to the complaint, they may appeal the decision to the Chief Executive. If the complaint involved the Chief Executive, then the Chair of the Board will hear this in their place.

The response and the process will be reviewed and a new response will be sent to the complainant within 10 working days.