- Published
- TBC
- Approval
- Approved by the Board of Directors
- Review
- Annually
- Responsible
- Complaints Lead — [placeholder]
Summary
We take concerns seriously and welcome the opportunity to put things right. This page explains how to make a complaint, who will handle it, how long each stage should take, how to escalate if you remain dissatisfied, and how any complaint that raises a safeguarding concern is handled.
How to make a complaint
You can raise a concern by speaking to any member of the Lighthouse team, or in writing by emailing info@lighthouselearningprovision.co.uk or writing to Lighthouse Learning Provision Ltd, 231 Whapload Road, Lowestoft, Suffolk. Please tell us what has happened, when, who was involved and what outcome you are seeking. If you need support to make a complaint, or need this information in an alternative format, please let us know.
Stage 1 — Informal resolution
Where possible we will try to resolve concerns quickly and informally through a conversation with the relevant member of staff or the Provision Lead. We aim to acknowledge your concern within two working days and to respond in full within ten working days.
Stage 2 — Formal written complaint
If the matter is not resolved informally, or you would prefer to go straight to a formal complaint, please write to the Directors at info@lighthouselearningprovision.co.uk. We will acknowledge your complaint within five working days and provide a full written response within twenty working days. If more time is needed, we will tell you why and agree a revised timescale.
Stage 3 — Directors' review
If you remain dissatisfied with the Stage 2 response, you may request a review by a Director who has not been involved in the matter. Please make this request in writing within twenty working days of receiving the Stage 2 response. The reviewing Director will normally respond in writing within twenty working days.
Stage 4 — Independent review and external escalation
Where a complaint cannot be resolved through our internal stages, escalation routes are available depending on the nature of the concern. These may include the commissioning school or Local Authority, the Local Government and Social Care Ombudsman (for LA-commissioned placements), the Information Commissioner's Office (for data protection matters), and the relevant Local Safeguarding Partnership (for safeguarding matters).
Complaints raising a safeguarding concern
Any complaint that includes a concern about the safety or welfare of a child or young person is passed immediately to the Designated Safeguarding Lead and handled under our Safeguarding and Child Protection Policy. Where the complaint concerns the conduct of a member of staff, our procedures for allegations against staff apply. Safeguarding action will not wait for the complaints process to conclude, and referrals to statutory partners will be made without delay where required.
Confidentiality and record keeping
Complaints are handled in confidence, shared only with those who need to know in order to investigate or respond. A written record of complaints, actions and outcomes is kept in line with our Data Protection and records retention arrangements.
No detriment
Children, young people, families, staff and commissioners will not be treated unfavourably as a result of raising a concern or complaint in good faith.