iRock School of Music Complaints Policy

iRock School of Music is committed to providing a high-quality service to everyone we deal with. In order to do this we need you to give us any comments about our service, and to tell us when we get things wrong. We want to help you resolve your complaint as quickly as possible.

You can expect to be treated with courtesy, respect and fairness at all times. We expect that you will also treat our staff dealing with your complaint with the same courtesy, respect and fairness.

We will not tolerate threatening, abusive, or unreasonable behaviour by any complainant. Such situations are rare, however, should they happen, we will cease communication with the complainant immediately.

Our Customer Complaints Procedure has the following goals: ● To deal with complaints fairly, efficiently and effectively; ● To ensure that all complaints are handled in a consistent manner throughout with the upmost professionalism. ● To uphold and increase customer satisfaction. ● To use complaints constructively in the planning and improvement of all of our services.

This policy applies to: ● Anyone receiving a service from iRock School of Music ● A legal guardian / carer for someone who has a complaint ● Anyone who has been refused service on unfair grounds

How to make a complaint iRock School of Music would like to resolve any complaint as soon as possible and many complaints can be resolved informally. In the first instance you can make contact in a number of ways: by e-mail: [email protected] by telephone: 0330 174 2655

Reasonable adjustments Our aim is to make our service complaints policy easy to use and accessible for everyone. We will take steps to make any reasonable adjustments needed to access this policy, or any requests to provide responses in other formats. If you are unable to contact us in writing because of a disability and need a reasonable adjustment, please call us on: 0330 174 2655 If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint. To do this please put your complaint in writing: by e-mail: [email protected] by post to: iRock School of Music Wellesley House, 10 Eelmoor Road, Farnborough, GU14 7QN, United Kingdom

What Happens Next? You will receive acknowledgement of your complaint within 5 working days. You may be contacted to make sure that we have understood your complaint properly. You may be interviewed by the person investigating the complaint. You will receive a response to your complaint within 28 working days of its receipt. Any extension of this time limit requires your consent.

Please note that if your complaint applies to a member of staff, we may not always be able to inform you of the outcome, this is due to GDPR and employment law. iRock will however endeavour to give you as much information as possible to conclude the complaint. Can you take your complaint elsewhere? If your complaint falls under any of our other policies such as Safeguarding for example, your complaint will be handled accordingly to ensure all guidance and legislation is being followed accurately. For general help and guidance when making a complaint, you can contact Citizens Advice using the following details: Adviceline: 03444 111 444 Text relay: 03444 111 445