DSA Information

Policy Statement

Dyslexia Learning and Development Limited is committed to providing its Clients with high quality service, whilst working in a transparent and accountable manner, and building interpersonal trust and respect. We aim to improve our service by listening and positively responding to our Clients’ views and complaints, and addressing possible concerns in a timely manner. With this in mind, our policy is to:

• Provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint

• Ensure that each complaint is treated as an indicator of dissatisfaction in respect of the service provided - we aim to act upon any complaint immediately politely and in confidence to rectify possible misunderstandings and mistakes

• Make sure all complaints are investigated in a fair and timely manner and, wherever possible, these are resolved and relationships are repaired

• Give an explanation and an apology in instances that have gone wrong because of our fault

• Gather information which helps us to improve what we do - Clients’ complaints and feedback are reviewed annually, so that we may learn from our mistakes and improve the quality of our service

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Dyslexia Learning and Development.

DSA Complaints Procedure

In case you feel that your support has not met your learning requirements or, perhaps, you would like to raise an issue, in the first instance, please contact Monica Pellegrini (see details on the 'Contact Us' page) who will do her best to respond promptly.

Also, please let us know if and how you have enjoyed and benefited from your support. Feedback from Clients is always very much appreciated and acted upon for improvement.

In the instance where you feel that your issue has not been adequately addressed, or you feel that Dyslexia Learning and Development can be improved in any way, please refer to our complaints procedure, as illustrated below.

Informal Complaints

We are aware that many concerns will be raised informally and we aim to deal with these quickly, adopting an informal approach when this is possible. However, if a concern cannot be resolved informally, and in a satisfactory manner, then a formal complaint procedure will be followed.

Formal Complaints

A formal complaint consists of an expression of dissatisfaction with Dyslexia Learning and Development Limited which requires a formal response. A formal complaints procedure is meant to ensure that, should a complaint arise, it would be handled fairly and consistently.

Dyslexia Learning and Development Limited is responsible for:

• Acknowledging formal complaints in writing within 20 working days

• Responding within a stated period of time

• Dealing reasonably and sensitively with the complaint

• Taking action where appropriate

A Complainant is responsible for:

• Raising their complaint in writing and bringing it to the attention of Dyslexia Learning and Development Limited within 8 weeks of the issue arising, via e-mail: Monica@DyslexiaLD.com, via post: Dyslexia Learning and Development Limited, 1 Hearsall Avenue, Chelmsford CM1 7DD

• Explaining their concern as clearly and as fully as possible, including any action taken to date, and giving Dyslexia Learning and Development Limited a reasonable amount of time to deal with their concern.

Confidentiality

All personal data with regard to registered complaints will be kept strictly confidential. The privacy of both the Complainant and any person under investigation will be protected to the extent permissible by law, and as consistent with the need to conduct an adequate investigation.

Apart from exceptional circumstances, every attempt will be made to ensure that both the Complainant and Dyslexia Learning and Development Limited maintain confidentiality. However, should the circumstances giving rise to the complaint be such that it might not be possible to maintain confidentiality (each complaint will be judged on its own merit), the situation will be explained to the Complainant.

Formal Complaints Procedure

Stage 1

In the first instance, if the Complainant is unable to resolve the issue informally, he/she should write to the member of staff who dealt with him/her, so that member of staff may be able to respond accordingly. In his/her letter, the Complainant should provide:

1. the details of his/her complaint

2. the consequences for him/her as a result, and

3. the remedy he/she is seeking

The Complainant can expect his/her concern to be acknowledged within 7 days of receipt. The Complainant should get a response and an explanation within 21 days.

Complaints should be sent via e-mail: Monica@DyslexiaLD.com; and via post: Dyslexia Learning and Development Limited, 1 Hearsall Avenue Chelmsford, CM1 7DD.

Dyslexia Learning and Development Limited aim to resolve all matters as quickly as possible. However, some issues may be more complex and may require longer to be fully investigated. As a consequence, timescales given for handling and responding to complaints may be indicative. If a matter requires a more detailed investigation, the Complainant will receive an interim response describing what is being done to deal with his/her concern, and when a full reply can be expected and from whom.

Stage 2

If the Complainant feels that Dyslexia Learning and Development have not fully resolved his/her complaint, he/she can contact ADSHE or PATOSS (the sector professional bodies), for further advice. Additionally, the Complainant can contact the DSA team at Student Finance England.