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, 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 with information on any action taken etc;

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

Our aim

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

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

Entelechy Academy’s responsibility will be to; 

acknowledge the formal complaint in writing within 5 working days; 

agree the identification of the issue with the client and respond within a stated period of time;

deal reasonably and sensitively with the complaint; 

log any preventative actions in our Continuous Improvement Process

bring their complaint, in writing, to Entelechy Academy’s attention within 8 weeks of the issue arising, using the email address 

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. 

Client Services will be responsible for communicating with the Complainant and will liaise with the appropriate department to act accordingly to resolve the issue.

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 

Privacy Policy

Preamble

One of our Client Managers will always try their best to resolve any issues directly and as promptly as possible. If they are unable to resolve your complaint directly, they will follow a process in which to escalate the issue.

As the complainant, we require you to put your complaint in writing if not already done so and 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. Depending on the particular issue we aim to provide a response and an explanation between 7 and 14 working days. Wherever this is not possible the complainant will be contacted and kept up to date with any progress and what to expect when.

If you are not satisfied with the initial response to the complaint, then you can ask for your complaint and the response to be reviewed. This will then be escalated to a member of Senior Management.

You can expect your review request to be acknowledged within 48 hours of receipt, and a further response between 7 and 14 working days to inform you of the action that will be taken to investigate your complaint, and when you can expect to hear the outcome of the investigation.

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.

Formal complaints procedure

All complaints and feedback are considered an opportunity for us to improve; therefore, complaints and feedback will be logged in our Continuous Improvement Process, in order to find the best outcome for the client and to put in place any actions required to prevent the issue occurring in the future.

Complaints Policy and Procedure

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