Entelechy Academy is committed to providing a quality service for its members and working in an open and accountable way that builds the trust and respect of all our stakeholders.

One of the ways in which we can continue to improve our service is by listening and responding to the views of our members, customers and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right.

making a complaint is as easy as possible;

we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response;

we deal with it promptly, politely and, when appropriate, confidentially;

we respond in the right way - for example, with an explanation, or an apology for any wrongdoing on our part, or information on any action taken etc;

we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.

We recognise that many concerns will be raised informally, and dealt with quickly. Our aims are to:

enable mediation between the complainant and the individual to whom the complaint has been referred.

An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Our aim

Entelechy Academy defines a complaint as 'any expression of dissatisfaction that relates to Entelechy Academy and that requires a formal response'.

The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.

Entelechy Academy’s responsibility will be to:

acknowledge the formal complaint in writing;

deal reasonably and sensitively with the complaint;

bring their complaint, in writing, to Entelechy Academy’s attention normally within 8 weeks of the issue arising, using the email address hello@entelechy.academy;

raise concerns promptly and directly with the person involved;

explain the problem as clearly and as fully as possible, including any action taken to date;

allow Entelechy Academy a reasonable time to deal with the matter;

recognise that some circumstances may be beyond Entelechy Academy's control.

Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Entelechy Academy maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own merit). Should this be the case, the situation will be explained to the complainant.

The Advisory Board of Entelechy Academy will receive annually an anonymised report of complaints made and their resolution and complaints will be dealt with in accordance with Entelechy Academy’s Privacy Policy.

Preamble

In the first instance, if you are unable to resolve the issue informally, you should write to the member of staff who dealt with you, or their manager, so that he or she has a chance to put things right. In your email you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.

You can expect your complaint to be acknowledged within 48 hours of receipt. You should get a response and an explanation within 15 working days.

If you are not satisfied with the initial response to the complaint then you can write to Entelechy Academy’s Chief Operating Officer at amy@entelechy.academy and ask for your complaint and the response to be reviewed. You can expect the COO to acknowledge your request within 4 working days of receipt and a response within 15 workings days.

Entelechy Academy’s aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently, timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.

If you are not satisfied with the subsequent reply from Entelechy Academy’s Chief Operating Officer, then you have the option of asking that the complaint be forwarded to our Chief Executive.

The Chief Executive will respond normally within 10 working days to inform you of the action which will be taken to investigate your complaint, and when you can expect to hear the outcome of the investigation.

Complaints Policy and Procedure

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