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Membership of professional bodies requires the maintenance of standards of quality assurance through the following policies:
- Equality and Diversity
- Code of Ethics
- Data Protection
- Lone Worker Considerations
- Risk Assessment and Health and Safety
- Cancellations
- Complaints
Complaints Policy of Dr Elizabeth F. Oldfield
Dr Elizabeth Oldfield views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person [or organisation] that has made the complaint.
Her policy is:
- To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
- To publicise the existence of her complaints procedure so that people know how to contact her to make a complaint
- To make sure she follows the published procedure if a complaint is received
- To make sure all complaints are investigated fairly and in a timely way
- To make sure that complaints are, wherever possible, resolved and that relationships are repaired
- To gather information which helps her to improve what she does
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of the service provided by Dr Elizabeth F Oldfield.
Where Complaints Come From
Complaints may come from any person or organisation who has a legitimate interest in the service provided by Dr Elizabeth F Oldfield.
A complaint can be received verbally, by phone, by email or in writing.
Confidentiality
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Process
In the first instance it is recommended you address your concerns to the individual providing the service (Dr Elizabeth F Oldfield). She will endeavour to respond by email or in writing within 5 working days.
If you are not satisfied with the response you receive you may appeal and contact the Patoss Chief Executive in writing: Patoss-dyslexia.org.
Responsibility
Overall responsibility for this policy and its implementation lies with Dr Elizabeth F Oldfield. Review This policy is reviewed regularly and updated as required.
Adopted on: 4th April 2017. Last reviewed: 26th February 2018