Our Policies

Accessibility Statement

The Learning Web, the new trading name for Stand Together Network, is committed to providing excellent service. Part of our vision and values is to “provide exemplary customer service, listen to our beneficiaries’ needs, and continuously improve the customer experience.” Timely feedback from beneficiaries is crucial for identifying our strengths and areas for improvement to achieve the high service standards we aspire to. We welcome all feedback, whether it expresses satisfaction, suggestions for improvement, or complaints about our service. The Learning Web takes all complaints seriously, addressing them promptly to investigate, resolve concerns, and rectify issues. We will keep customers informed about the progress and outcome of their complaints, using the experience to enhance our service continually. 

Procedure for Improving Our Service

To support our commitment to quality service, we have adopted a comprehensive complaints policy. This policy covers procedures for handling complaints involving staff, external stakeholders, The Learning Web clients, including apprentices and employers. Complaints related to internal matters involving staff or contractors will be managed under The Learning Web’s disciplinary, appeal, or grievance procedures. 

Principles of Our Complaints Procedure

  • Informal Resolution: We will always seek to resolve complaints informally where possible.
  • Publicised and Accessible: Our procedure will be well-publicised, promoting open access to it.
  • Staff Training: All staff will receive information about this procedure during induction.
  • Solution-Focused Approach: All staff and senior managers will adopt a solution-focused approach to justified complaints, taking them seriously and learning from them to improve our service.
  • Impartial Review: All complaints will be subject to impartial review.
  • Fair Treatment: All stakeholders, including staff, apprentices, and employers, are entitled to make complaints and have their concerns addressed fairly. 

What is a Complaint?

A complaint is an expression of dissatisfaction with a particular service or training, whether justified or not. It may concern delays, lack of response, discourtesy, failure to consult, or the standard of service received. We also welcome general feedback. 

Handling Initial Concerns

The Learning Web distinguishes between concerns and complaints. Addressing informal concerns early can prevent them from escalating into formal complaints. While our procedure deals with formal complaints, the fundamental principle is that concerns should be resolved informally whenever possible. Our staff are encouraged to resolve issues promptly, including offering apologies when necessary.

Commitment to Quality Service

The Learning Web is committed to providing high-quality, transparent, and accessible service to everyone we engage with. We need your feedback to improve continuously. When things go wrong, we want to resolve your complaint as quickly as possible. We treat any expression of dissatisfaction with our service that requires a response as a complaint. We listen to your complaints and treat them seriously to ensure continuous improvement. 

Our Approach

At The Learning Web, our goal is to provide the best possible service and positive experiences for all our beneficiaries. We view complaints as valuable feedback that helps us meet the needs of our beneficiaries and the local community. Our comprehensive Complaints Procedure allows users to express their concerns and gives all staff the opportunity to learn and improve from these experiences. It is crucial that every staff member adheres to this policy to ensure all complaints are handled fairly and efficiently. 

Service Complaints

Our policy addresses complaints related to: 

  • The standard of service you should expect from us.
  • The behaviour of our staff in delivering that service.
  • Any action or inaction by our staff or others engaged with The Learning Web.
  • Failures to meet commitments or promises made.
  • General dissatisfaction with any service or set of services we provide.

Additionally, we do not accept complaints from:

  • Individuals who have broken the Beneficiary Code of Conduct.
  • Individuals making a formal complaint without first attempting an informal resolution with their Tutor or Curriculum Manager.
  • Anonymous or third-party complaints unless the complainant has a learning difficulty or disability.

Non-Service Complaints

We do not consider complaints related to: 

  • Comments on our policies or policy decisions.
  • Dissatisfaction with our policies or decisions about individual cases, funding, or legal advice requests.
  • Matters previously investigated through this complaint procedure. 

These are classified as ‘non-service complaints.’ 

Right to Reject Complaints

The Learning Web reserves the right to not consider complaints deemed without grounds for investigation by the Head of Quality Assurance and Improvement. 

Who Can Complain

We accept complaints from: 

  • Current beneficiaries.
  • Prospective beneficiaries.
  • Beneficiaries who completed their course up to 4 weeks prior to the complaint.
  • Parents.
  • Clients.
  • Employers.
  • Others with a legitimate interest. 

How to Complain

To make a complaint, you can contact us via email, post, or phone. If you have a disability and need a reasonable adjustment to register your complaint, you can reach us by: 

  • Telephone (our officers can assist by writing out your complaint).
  • Asking a staff member to help you write out your complaint. 

For different adjustments, let us know, and we will try to accommodate your needs. 

Anonymous Complaints

We understand that some may be reluctant to complain due to concerns about receiving poorer service. Rest assured, all complaints are treated in the strictest confidence, and it is your right to complain. However, if you do not provide contact information, we will not be able to inform you of the investigation outcome. 

Third-Party Reporting

Complainants may have a third-party act on their behalf, such as: 

  • Advice organisations.
  • Professionals like social workers, community psychiatric nurses, doctors, or solicitors.
  • Family members or friends. 

Written consent is required for third parties to act on your behalf. With this consent, we will keep the third party informed about the complaint’s progress. No written consent is needed if an MP or elected Councillor assists a constituent with a complaint; we can disclose information in response to their inquiries. Some lawyers and attorneys also have legal empowerment to act without consent in certain circumstances. 

Our Standards for Handling Complaints

Submission and Treatment of Complaints. We accept complaints via email or letter and treat all complaints seriously. 

  •  Respect and Courtesy: You will be treated with courtesy, respect, and fairness always. We expect the same courtesy, respect, and fairness towards our staff.
  • Confidentiality: Your complaint will be handled in confidence within The Learning Web.
  • Prompt Response: We will acknowledge receipt of a written complaint within five working days if a return address is provided and aim to provide a full reply within 10 working days.
  • Return Address Requirement: If your complaint is sent by post, please include a return address. Without a return address, we cannot respond to your complaint.
  • Equal Treatment: We will not treat you less favourably based on:
  • Sex or legal marital or same-sex partnership status, including family status, responsibility for dependants, and gender (including gender reassignment).
  • Sexual orientation.
  • Colour or race, including ethnic or national origin or nationality.
  • Disability.
  • Religious or political beliefs, or trade union affiliation.
  • Any other unjustifiable factors, such as language difficulties, age, pregnancy, and maternity. 

Escalation

If you are not satisfied with the results of our review, you can escalate your complaint to the Charity Commission. 

Confidentiality

All complaints records are confidential and handled in accordance with the Data Protection Act 1998, except as required by statutory authorities or legal obligations. 

Framework Principles

Effective complaint procedures will: 

  1. Encourage resolution of problems through formal channels where possible.
  2. Be easily accessible and publicised.
  3. Be simple to understand and use.
  4. Be unbiased.
  5. Allow sufficient handling time and keep people informed of progress.
  6. Ensure a full and fair investigation by an independent person when necessary.
  7. Respect confidentiality.
  8. Address all points of concern and provide an effective response and appropriate remedy.
  9. Provide information to senior management for service improvement.

Complaint Procedures

Informal Complaints

Initial Resolution: Raise concerns informally with your Tutor, Curriculum Manager, or the Head of the organisation. Staff will make every effort to resolve the complaint quickly and keep you informed about their actions. 

Steps: 

  1. Attempt to resolve the issue directly with the Centre.
  2. If unresolved, request a personal interview with the Centre Manager.
  3. Centre Manager should obtain an independent second opinion before the interview.
  4. If unresolved, proceed to the formal procedure.

Formal Complaints

Submission: If unresolved informally, submit a formal complaint in writing to the Centre Manager. 

Response: Acknowledge receipt within three working days and provide a full response within 10 working days. 

Review: If dissatisfied with the response, request a review within 10 working days. Reviews are conducted by the Quality Assurance Manager and Improvement team for reasons such as new evidence, insufficient response, or procedural non-compliance. 

Investigating Complaints

The complaints manager will: 

  1. Understand what has happened and who is involved.
  2. Clarify the nature of the complaint and unresolved issues.
  3. Meet or contact the complainant for further information.
  4. Clarify desired outcomes.
  5. Interview involved parties impartially and keep notes.

Reporting

All complaints, outcomes, and actions are recorded for service improvement. Complaints are discussed during management meetings to enhance our services. 

Service Complaints Procedure

Stage 1 

  • Initial Resolution: A senior staff member from the relevant department will respond to the complaint. Most complaints are expected to be resolved at this stage.
  • Acknowledgment: Acknowledge receipt within five working days (email) or 10 working days (post). 

 Stage 2 

  • Review: If dissatisfied with Stage 1 response, request a review by the CEO and Board of Trustees. The Complaints Department will forward the request for review. 

Timescales and Extensions

Stage 1: Respond within 28 days. If unresolved, complain to the CEO. 

Stage 2: Acknowledge receipt within five working days (email) or 10 working days (post). 

Extensions: Time limits may be extended for complex complaints. Progress and reasons for delays will be communicated. 

Remedies

When errors occur, we will: 

  • Accept responsibility and apologise.
  • Explain what went wrong and make necessary changes.
  • Learn from mistakes and amend policies and practices. 

Vexatious and Repetitive Complaints, and Unreasonable or Abusive Behaviour

Complaints may be deemed vexatious if they: 

  • Are obsessive or designed to cause distress or annoyance.
  • Harass staff or lack serious purpose.
  • Require disproportionate resources to handle. 

Handling Unreasonable Behaviour

Definition: Behaviour is unreasonable if abusive, aggressive, or threatening. 

Action: Staff have the right to work free from abuse. Violent or threatening behaviour will result in discontinued contact.  

Notification: Complainants will be informed in writing if contact is restricted or terminated. 

Recording and Using Complaints

Complaints are recorded, and data is used to: 

  • Improve service quality.
  • Become more customer-focused.
  • Act openly, fairly, and proportionately.
  • Seek continuous improvement. 

Contact Details

By Post: 

  • The Learning Web 
  • Stand Together Network  
  • 311 Fore Street, Community House
  • Edmonton  
  • London  
  • N9 0PZ 

Telephone: 07507614843   

E-mail: [info@thelearningweb.co.uk] 

For reasonable adjustments due to disability, contact us at 02088870155. 

Reasonable Adjustments and Alternative Formats

We are committed to equal opportunities and making our complaints policy accessible. Contact us for alternative formats such as Braille, audio CD, BSL video, large print, or Easy Read. 

Comments and Non-Service Complaints

Feedback on our service helps us improve. Non-service complaints will be reviewed by a responsible manager, and a response will be provided within 28 working days if required. Comments can be sent to [info@thelearningweb.co.uk. 

Addendum: Vexatious Complaints and Unreasonable Behaviour Policy

This policy addresses service complaints considered vexatious or repetitive, and unreasonable behaviour, in accordance with the Information Commissioner’s guidance. 

Appeals Policy and Procedure

Candidates can appeal assessment decisions. Both informal and formal procedures are available. 

Informal Procedure

  1. Attempt resolution with the Centre Manager.
  2. Request a personal interview if unresolved.
  3. Obtain an independent second opinion.
  4. Proceed to formal procedure if unresolved.

Formal Procedure

  1. Submit a formal complaint in writing to the Centre Manager.
  2. Communicate the decision within 10 working days.
  3. Appeal to the Awarding Organisation if unsatisfied.

Further Appeals

Appeals against the operation of the Appeals Procedure can be made in writing to the Centre Manager. 

This comprehensive policy ensures that all complaints are handled fairly, promptly, and effectively, improving service quality and maintaining high standards. 

Contact Us

For any complaints or inquiries about our complaint policy, please contact us at [complaints@thelearningweb.co.uk. We are dedicated to addressing your concerns and improving our services based on your feedback.