Complaint Policy

 

Lancon study abroad 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.

Our 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 our complaints procedure so that people know how to

contact us to make a complaint

• To make sure everyone at Lancon study abroad knows what to do 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 us to improve what we do

 

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any

aspect of Lancon study abroad.

Where Complaints Come From

Complaints may come from any person or organisation who has a legitimate

interest in Lancon study abroad.

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.

Responsibility

Overall responsibility for this policy and its implementation lies with the management.

Review

This policy is reviewed regularly and updated as required.

Adopted on: 1/9/2015

Last reviewed: 18/10/2015

 


 

Complaints Procedure of Lancon study abroad

Publicised Contact Details for Complaints

Written complaints may be sent to Lancon study abroad at Westerlaan 51 8011 CA Zwolle, the Netherlands or by e-mail at info@lancon.nl.

Verbal complaints may be made by phone to +31655760589 or in person to any of

Lancon study abroad ’s staff at Westerlaan 51 8011 CA Zwolle, the Netherlands or at any of our events or activities.

Receiving Complaints

Complaints may arrive through channels publicized for that purpose.

The person who receives a phone or in person complaint should:

• Write down the facts of the complaint

• Take the complainant's name, address and telephone number

• Note down the relationship of the complainant to Lancon study abroad (for

example: client, student)

• Tell the complainant that we have a complaints procedure

• Tell the complainant what will happen next and how long it will take

• Where appropriate, ask the complainant to send a written account by post or by

email so that the complaint is recorded in the complainant’s own words.

For further guidelines about handling verbal complaints, see Appendix 1

Resolving Complaints

Stage One

In many cases, a complaint is best resolved by the person responsible for the issue

being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.

Whether or not the complaint has been resolved, the complaint information should be passed to A.R. Langevoort within one week.

On receiving the complaint, A.R. Langevoort records it in the complaints log. If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action.

If the complaint relates to a specific person, they should be informed and given a fair

opportunity to respond.

Complaints should be acknowledged by the person handling the complaint within a

week. The acknowledgement should say who is dealing with the complaint and when

the person complaining can expect a reply. A copy of this complaints procedure

should be attached.

Ideally complainants should receive a definitive reply within four weeks. If this is not

possible because for example, an investigation has not been fully completed, a

progress report should be sent with an indication of when a full reply will be given.

Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

Stage Two

If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at Board level. At this stage, the complaint will be passed to D.G.Langevoort.

The request for Board level review should be acknowledged within a week of

receiving it. The acknowledgement should say who will deal with the case and when

the complainant can expect a reply.

D.G. Langevoort may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One.

If the complaint relates to a specific person, they should be informed and given a

further opportunity to respond. The person who dealt with the original complaint at Stage One should be kept informed of what is happening.

Ideally complainants should receive a definitive reply within four weeks. If this is not

possible because for example, an investigation has not been fully completed, a

progress report should be sent with an indication of when a full reply will be given.

Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

 

Variation of the Complaints Procedure

The Board may vary the procedure for good reason. This may be necessary to avoid

a conflict of interest, for example, a complaint about the Chair should not also have

the Chair as the person leading a Stage Two review.

Stage Three

If the complaint remains unresolved the complaint will be send to a third party  for review and binding resolution.

 

Monitoring and Learning from Complaints

Complaints are reviewed annually to identify any trends which may indicate a need to take further action.

Storing Complaints files

Complaints are stored for at least 5 years.

 

 

 

 

 

 

 

 

 


 

Appendix 1 - Practical Guidance for Handling Verbal Complaints

• Remain calm and respectful throughout the conversation

• Listen - allow the person to talk about the complaint in their own words.

Sometimes a person just wants to "let off steam"

• Don't debate the facts in the first instance, especially if the person is angry

• Show an interest in what is being said

• Obtain details about the complaint before any personal details

• Ask for clarification wherever necessary

• Show that you have understood the complaint by reflecting back what you have

noted down

• Acknowledge the person's feelings (even if you feel that they are being

unreasonable) - you can do this without making a comment on the complaint

itself or making any admission of fault on behalf of the organisation

e.g "I understand that this situation is frustrating for you"

• If you feel that an apology is deserved for something that was the responsibility

of your organisation, then apologise

• Ask the person what they would like done to resolve the issue

• Be clear about what you can do, how long it will take and what it will involve.

• Don’t promise things you can’t deliver

• Give clear and valid reasons why requests cannot be met

• Make sure that the person understands what they have been told

• Wherever appropriate, inform the person about the available avenues of review

or appeal