Complaints Procedure

Contactdetails for complaints:

Written complaints may be e-mailed to contactus@figtreeintl.org

If the establishment should have any concerns over the quality of service provided, it should contact the Contract Manager.

If the service has any concerns about the educational establishment, it should contact the establishment’s representative. If the concern cannot be resolved, it will be escalated using the establishment’s complaints procedure.

Whathappensoncewereceiveacomplaint?

Complaints may arrive through the channel publicised for that purpose or through anyother contact details or opportunities the complainant may have.

Complaints received will be noted. We will:

• Write down the facts of the complaint

• Ensurewehaveyour name, address and telephone number

• Note down the relationship of the complainant to Fig Tree Intl Ltd (for example: client, partner, consultant)

• Wewillinformyouwhat will happen next and how long it will take foraresponsein regardstoyourcomplaint.

Resolving Complaints

StageOne:

In most cases, weaimtoresolveyourcomplaint withinarealistictimeframe. The complaint information will bepassed to the CEO of Fig Tree Intl Ltd within24hours. If the complaint relates to a specific person, they will be informed and given a fair opportunity to respond. Complaints will be acknowledged by the person handling the complaint within 48hours. The acknowledgement willstate who is dealing with the complaint and when youcan expect a formal replyandpotentialresolution. Ideally complaints will receive a definitive reply within twoweeks intotal. If this is not possible because for example, an investigation has not been fully completed, aprogress report will be sent with an indication of when a full reply will be given.

StageTwo:

If you feel that the problem has not been satisfactorily resolved at StageOne, you can request that the complaint is reviewed at higher. At this stage, the complaint will be passed to an experienced and qualified HR Manager. The request for higher level review will be acknowledged within 48hours of receiving it. The acknowledgement will state who will deal with the case and whenyou can expect a reply.

This will involve reviewingthe 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 afurther opportunity to respond.

Ideally complainants should receive a definitive reply within 48hours.If this is not possible because for example, an investigation has not been fully completed, aprogress report will 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 will describethe action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

FinalStage

Thecomplaintwillbeescalatedtoafinalstage;allinformationwillbegiventoamember ofourSeniorManagementTeam.Again,pleaseallowupto48hoursforan acknowledgementthatthecomplainthasbeenreceived.Wewillthenendeavortofinda solution.The decision taken at this stage is final, unless the SeniorManagementTeam decides it is appropriate toseek further external assistance with resolution.

Variation of the Complaints Procedure

The Senior Management Team may vary the procedure for good reason. This may be necessary to avoida conflict of interest.

Monitoring and Learning from Complaints

Complaints are reviewed annually to identify any trends which may indicate a need totake further action or explain a product or service without using an image.