Complaints Policy
SCOPE
We are committed to providing a high-quality service to all our customers. The DoGenius Institute views complaints as an opportunity to learn and improve our services to customers as well as an opportunity to put things right for the person or organisation that has made the complaint.
The DoGenius Institute aim is to ensure complaints are handled sensitively and speedily to enable us to:
Demonstrate our commitment to clients, learners and other stakeholders
Demonstrate our commitment to providing the best possible service
Help to find out about things that have gone wrong so we can fix them
Help to prevent things going wrong again in future.
A complaint is defined as an expression of dissatisfaction with a product or service delivered by The DoGenius Institute whether justified or not.
Please be aware that complaints involved in ongoing legal proceedings, or those that have been previously resolved through legal action, are excluded from this complaints policy. We recommend that individuals with concerns of this nature seek resolution through the appropriate legal avenues.
RESPONSIBILITIES
Overall responsibility for this policy and its implementation lies with The DoGenius Institute.
POLICY PRINCIPLES
Our policy principles are to:
Provide a fair complaints procedure which is clear and easy to use
Publicise our complaints procedure so that people know how to contact us
Make sure everyone at The DoGenius Instituteknows what to do if a complaint is received
Make sure all complaints are investigated fairly and in a timely way
Ensure complaints are, wherever possible, resolved and that relationships are repaired
Gather information which helps us to improve what we do
Handle all complaint information confidentially.
COMPLAINTS PROCEDURE
The DoGenius Institute will not normally investigate complaints which are received more than six months after the incident or occurrence took place. Complaints can arrive through many different channels and may be received verbally, by phone, by email or in writing.
Complaints Policy
4.1 Complaints received by telephone or in person
The person who receives a phone or in person complaint should:
Write down the facts of the complaint
Take the complainant's name, address and telephone number
Note down the relationship of the complainant to The DoGenius Institute
Tell the complainant that we have a complaints procedure
Tell the complainant what will happen next and how long it will take
Ask the complainant to send a written account by post or by email.
4.2 Practical guidance for handling verbal complaints
Remain calm and respectful throughout the conversation
Listen - allow the person to talk about the complaint in their own words
Don't debate the facts in the first instance, especially if the person is angry
Show an interest in what is being said
Obtain details about the complaint before any personal details
Ask for clarification wherever necessary
Show that you have understood the complaint by reflecting back what you have noted
Acknowledge the person's feelings (even if you feel that they are being unreasonable)
If you feel that an apology is deserved, then apologise
Ask the person what they would like done to resolve the issue
Be clear about what you can do, how long it will take and what it will involve
Don’t promise things you can’t deliver
Make sure that the person understands what they have been told.
4.3 Complaints by letter or e-mail
Written complaints may be sent to The DoGenius Institute.
4.4 Resolving Complaints
In many cases, a complaint that is informal is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate. All complaints are required to be logged by The DoGenius Institute whether informal or formal.
If a complaint cannot be resolved immediately and requires to be formally addressed by The DoGenius Institute the complaint process applies.
4.5 Complaints process
Step 1 - the complaint information will be passed to The DoGenius Institute within 3 days of receiving the complaint
Sept 2 - the information will be added to the complaints/opportunities to improve log
Step 3 - a letter acknowledging receipt of the complaint will be sent within 5 days of receiving it, enclosing a copy of this policy, a contact name and date of expected reply.
Step 4 – the complaint will then be investigated
Step 5 - we will write within 15 days of receiving a complaint, confirming our final position - Whether the complaint is justified or not, the reply to the complainant will describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
If the complainant feels that the problem has not been satisfactorily resolved at this stage, they can request that the complaint is reviewed by a different person at The DoGenius Institute and the following process applies:
Step 6 - a letter acknowledging receipt of the complaint will be sent within 5 days of receiving it
Step 7 – the complaint will then be investigated
Step 8 - write within 15 days of receiving the complaint confirming our final position - Whether the complaint is justified or not, the reply to the complainant will describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint
Step 9 - The decision taken at this stage is final, unless it is appropriate to seek external assistance with resolution.
The complainant also has the right to raise any complaints to the appropriate Awarding Organisation or Accrediting body and or the regulators such as Ofqual, SQA Accreditation, Qualification Wales, CCEA or complaint to the Scottish Ombudsman for Scottish provision if they felt that SQA Accreditation had not dealt with their complaint adequately.
Complaints procedure and contact details for a regulator or a regulated Awarding Organisation can be obtained from the following regulators website.
SQA Accreditation http://accreditation.sqa.org.uk/accreditation/home
Qualification Wales http://qualificationswales.org/splash?orig=/
COMPLIMENTS AND FEEDBACK
The DoGenius Institute defines a compliment as an expression of praise concerning a high level of service delivery and/or customer care received.
Acknowledgements will be sent within 3 working days of receipt in respect of all feedback and compliments.
Compliments and feedback which warrant a response will be replied to within 15 working days.
Compliments and feedback is communicated internally and via social media networks if applicable to external stakeholders and partners.
MONITORING
Complaints are reviewed regularly to identify any trends which may have an impact upon other learners. Where a complaint is upheld, the impact on other learners is considered and action is taken to ensure learners are not disadvantaged.
This policy is reviewed regularly and updated annually or as and when required.
Reviewed 25/05/2026