Governor Services Complaints Procedure

Introduction

We aim to provide all users of our services with a high quality service that meets their needs. However, if we fail to meet our standards we will take complaints very seriously and have procedures to deal with them which ensures that:

Our service users have an effective, easily accessible way to raise their concerns
Enables issues to be resolved as near to the point of service provision as possible
Ensures that, wherever possible, complaints are resolved amicably and as quickly as possible
Provides a formal complaints procedure when the complainant remains dissatisfied with the outcome at department level
Ensures quality services by providing us with essential feedback to help us to improve our services to meet the needs of customers

How to make a complaint

If you think it is appropriate, we are happy for you to raise any concerns directly with an individual member of staff at the point of service delivery.

Otherwise, you should first send your complaint to Patrick Brockman, Head of School Governance Team.

Telephone: 01384 813754
Fax: 01384 814216
Email: pat.brockman@dudley.gov.uk
Postal address: Westox House, 1 Trinity Road, Dudley, DY1 1JQ

Standards

All staff are able to deal with complaints fairly and with due regard to confidentiality.

You can expect:

That we will endeavour to provide you with confirmation that we have received your complaint within one working day
To be provided, on request, with help in making or following up both written and spoken complaints
Complaints to be listened to, taken seriously, investigated and acted upon
Complaints to be dealt with quickly and sensitively
To be kept regularly informed of the progress of your complaint
A fair and thorough investigation will be carried out. Everyone involved in the complaint will be interviewed and all documentation relating to the complaint will be considered
That at all times, you will be treated with respect and your complaint will be dealt with in confidence
To receive a full reply that will summarise the investigation procedure, the findings and conclusions reached within 10 working days of making your complaint
To be contacted if, in exceptional circumstances, we cannot achieve our 10 day standard (for example, if we need to involve other people). In these circumstances we will endeavour to give you a timescale within which you can expect a reply.

Quality assurance monitoring

To ensure that your complaint has been satisfactorily resolved a senior member of the School Governance Team will contact you no more than 5 working days after the reply has been issued to discuss the procedures used, the solutions suggested and any further action which may be required.

How to take your complaint further

1. Raise your concern directly with:

Carol Fletcher for Clerking

Governor Support Officer
Westox House
1 Trinity Road
Dudley DY1 1JQ
01384 814367
Email: carol.fletcher@dudley.gov.uk

John Lawton for Training

Governor Training Manager
Westox House
1 Trinity Road
Dudley DY1 1JQ
01384 814205
Email: john.w.lawton@dudley.gov.uk

2. Contact:

Pat Brockman
Head of School Governance Team
Westox House
1 Trinity Road
Dudley DY1 1 JQ
01384 813754
Email: pat.brockman@dudley.gov.uk

3. Contact:

Jane Porter
Assistant Director – School Effectiveness
Westox House
1 Trinity Road
Dudley DY1 1 JQ
01384 814263
Email: jane.porter@dudley.gov.uk

4. Contact:

John Freeman
Director of Education and Lifelong Learning
Westox House
1 Trinity Road
Dudley DY1 1 JQ
01384 814201
Email: john.freeman@dudley.gov.uk

What should you do if you are still not satisfied?

If you are not satisfied after your complaint has been looked into by the appropriate person, you can contact the Chief Executive at Council House, Priory Road, Dudley DY1 1HF (01384) 815201

If, following these internal investigations, you are still not satisfied, you can contact Government Ombudsman and ask him/her to pursue the issue on your behalf.

Local Government Ombudsman

The Oaks No. 2, Westwood Way, Westwood Business Park, Coventry, CV4 8JB
Tel: 024 7682 0000