In the event of a complaint the aim is to resolve the matter at each step of the process, but where this is not achieved, stepped escalation is possible. Complaints will be handled in a professional and non-confrontational manner.
If the complaint refers to dissatisfaction with a funding body (such as the Student Loans Company or the NHS), then the organisation should be contacted directly. HNAC provides the needs assessment report; the funding body administers the way that funding covers equipment and study support.
If the complaint refers to a Higher Education Provider (HEP) then they should be contacted directly via the Disability Adviser in the first instance. Similarly, if the complaint refers to dissatisfaction with AT training, study skills support, mentoring, or taxi services then the provider should be contacted directly.
To enable a thorough investigation to resolve the matter, the complaint should be made within 4 weeks of the incident that prompted the complaint. This should be raised in writing to firstname.lastname@example.org and include:
- Name and contact details
- The nature of the complaint
- The remedy being sought
- The preliminary steps already taken (if any)
The Centre Manager will address complaint. The complaint will be acknowledged via email, within 5 working days of receipt. A written record of the complaint will be noted on the complaints log, along with any action taken.
A detailed response will be sent via email, within 10 working days from the original complaint submission, unless extenuating circumstances prevent this – if this occurs notification will be issued.
Following the detailed response, if the complaint is unresolved an appeal is possible, this should be made via email, within 10 working days. This will then be reviewed and HNAC will aim to respond within 5 working days. At the conclusion of any appeal, or 10 working days after the detailed response is sent, HNAC’s complaints procedure will be concluded.
Monitoring of complaints
To comply with the Centre’s Quality Assurance Framework, the Centre Manager will annually monitor all complaints. Records will contain: name, age, gender, disability, student’s programme of study and institution. Resolved and unresolved complaints will be flagged, together with a brief summary of the issue and final outcome.
The Disabled Student’s Allowances Quality Assurance Group (DSA-QAG) provides a quality assurance service and framework for Assessment Centres in the UK. The matter in hand can be referred to DSA-QAG if HNAC’s complaints procedure has been concluded.
The Complaints Manager, Central Chambers
Suite 350, 4th Floor
93 Hope Street
Glasgow G2 6LD
Information Commissioner’s Office
HNAC aims to meet the highest standards when collecting and using personal information. However, individuals have the right to complain if there is a shortfall, raising a complaint can be done by contacting the Data Protection Officer, by email at: email@example.com
If the issue remains unresolved, it is possible to make a complaint to a supervisory body which in the United Kingdom is the Information Commissioner’s Office, for more information, visit www.ico.org.uk. However, HNAC would appreciate the chance to deal with concerns before any approach to the ICO, so please contact the Data Protection Officer in the first instance.