Complaints Policy

Movement in Practice Academy (MiP Academy) is committed to providing the best possible service that we can. We recognise that sometimes customers will feel that they have cause to complain about the service they have received.

We encourage all feedback from customers, including complaints, and have developed a Complaints Policy and an associated Complaints Procedure. Our Complaints Policy explains our broad approach to handling all complaints. Our Complaints Procedure provides clear information on how individual complaints will be handled.

Reports relating to complaints will be responded to in accordance with our Policies and Procedures. If you are not satisfied with the way we have handled your complaint, this will be dealt with as a failure of service under the terms of our Complaints Policy.

 

MiP Academy – Complaints Policy

MiP Academy is committed to treating all valid complaints seriously and assessing them thoroughly.

A complaint can be made by a customer who has an expression of dissatisfaction about the standard of a service, action or lack of action by or on behalf of MiP Academy.

A Customer is anyone who contacts MiP Academy to request a service or is in receipt of a service.

 A complaint may relate to:

  1. The quality and standard of service offered by MiP Academy

  2. Failure to provide a service that is agreed or promised;

  3. The quality of learning resources;

  4. Treatment by, or attitude of, a member of staff, student, contractor or any other stakeholder;

  5. Inappropriate behaviour by a member of staff, student, contractor or any other stakeholder;

  6. Failure by MiP Academy to follow appropriate administrative processes;

  7. Dissatisfaction with the MiP Academy policies or procedures.

 

 

 

A complaint will not be accepted by MiP Academy if:

  • it is deemed to be vexatious or where irrational demands are made or where the complainant is unreasonably persistent.

  • it is related to an academic decision.

  • a complainant who takes an overly aggressive or abusive approach towards any member of staff; (all members of staff have a right to be treated courteously and with respect).

 

Recording

MiP Academy staff must record all complaints so that the data can be used for analysis and management reporting. By recording and using complaints information in this way, the causes of complaints can be identified, addressed and, where appropriate, training opportunities can be identified, and improvements made to the services offered.

Time Span

All complaints directed to MiP Academy need to be delivered within 3 months of the original complaining issue.  All formal complaints received by MiP Academy, (unless about services offered by an external body which then needs to be referred to them), should be investigated and a response sent to the complainant within 10 working days.

Monitoring:  

MiP Academy is committed to continuous improvement in service delivery.

MiP Academy will make it easy and straightforward to make a complaint.

MiP Academy will endeavour to respond to your complaint within the published timescales and keep you informed.

MiP Academy will review our Complaints Policy at regular intervals.

Communication

The MiP Academy Complaints Policy is available in hard copy.  Please contact us if you would like a copy.

Equality & Diversity

MiP Academy customers have a right to express dissatisfaction with the services they receive, and they can expect to be treated fairly and without discrimination.

MiP Academy has an Equality & Diversity Policy that covers all aspects of equality.

MiP Academy – Complaints Procedure

 

Complaints should be raised as soon as problems arise to enable prompt investigation and swift resolution.  The Policy states that complaints need to be made within 3 months of the original complaint issue arising.

The Process of Making a complaint to MiP Academy:

 

If you are unhappy with the service provided by Movement in Practice Academy, we promise to take your complaint seriously and treat it as confidential.  We also aim to resolve your complaint as soon as possible.

 

  1. Make your complaint within 3 months of the original complaint issue.

  2. Make your complaint by either:

Phone 01263 514966

Email lindsey.lovatt@movementinpractice.com

Letter to our registered address (see bottom of this policy)

You will get a first response within 10 working days of your complaint.

 

If you are not satisfied with the way we have handled your complaint, this will be dealt with as a failure of service under the terms of our Complaints Policy.

Movement in Practice and the Movement in Practice Academy (MiP Academy) are trading styles of Dr Dance Presents Ltd. Registered in England and Wales at Evolution House, Iceni Court, Norwich, NR6 6BB. Reg No 11001529  

© 2019 by Movement in Practice