We try hard to get things right, but occasionally things don’t go as we’d hoped. So The Sourdough School does have a complaints procedure. We view complaints as an opportunity to improve for the future, as well as a chance to put things right for the person that has made the complaint.
We’d appreciate it if you can please refresh yourself with the Terms and Conditions before you send a complaint, and we do check that you have read and understood our refund policy.
If you are a supplier then please do check that you have sent in your invoice to the right email with the correct information – please check the procedures here.
Please do not confuse complaints with the feedback form.
What is the definition of a complaint?
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of The Sourdough School.
Where do complaints come from?
Complaints may come from any individual, volunteer or organisation who has a legitimate interest in THE SOURDOUGH SCHOOL including the general public if something is perceived to be improper. A complaint can be received verbally, by phone, by email or in writing. This policy does not cover complaints from staff, who should refer to HOPE UK’s internal policy on such matters.
Confidentiality and responsibility
- All complaint information will be handled sensitively, telling only those who need to know.
- Overall responsibility for this policy and its implementation lies with the board of Directors.
- This policy is reviewed regularly and updated as required.
- Complaints may be made in writing.
- Complaints may also be sent through channels publicised for that purpose or through any other contact details or opportunities the complainant may have, such as social media. Complaints received by telephone or in person need to be recorded.
Our six-step approach is:
- To provide a fair complaints procedure which is clear and easy to use; anyone wishing to make a complaint will be asked to fill out the form below.
- To make sure all complaints are investigated, thoroughly, fairly and in a timely manner.
- To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
- To make sure everyone at The Sourdough School knows what to do if a complaint is received.
- To make sure that complaints are, wherever possible, resolved and that relationships are repaired and apologies given.
- To gather information to help us to improve what we do and implement changes to prevent this from happening again.
The six-step process for the person who receives a phone or in-person complaint is:
- Write down the facts of the complaint.
- Take the complainant’s name, address and telephone number.
- Note the relationship of the complainant to The Sourdough School e.g. student, customer, club member, volunteer, sponsor, supplier.
- Explain to the complainant that we have a formal complaints procedure.
- Explain to the complainant what will happen next and approximately how long it will take.
- Where appropriate, ask the complainant to send a written account via the form below so that the complaint is recorded in the complainant’s own words.
In most cases, a complaint 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 if appropriate. Whether or not the complaint has been resolved, the complaint information should be passed to The Sourdough School Director within five business days.
On receiving the complaint, the Director should contact the complainant. If it has not already been resolved, the Director should delegate an appropriate person to investigate it and to take appropriate action. If the complaint relates to a specific person, that person should be informed and given a fair opportunity to respond.
Complaints should be acknowledged by the person handling the complaint within five business days. The acknowledgement should say who is dealing with the complaint and when the complainant can expect a reply.
A copy of the complaints procedure should be sent to the complainant without delay. Ideally, complainants should receive a definitive reply within a month. If this is not possible because, for example, an investigation has not been fully completed, a progress report should be sent to the complainant with an indication as to when a full reply will be given. Whether the complaint is justified or not, the reply to the complainant should 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 Stage One, they can request that the complaint is reviewed at Board level.
At this stage, the complaint will be passed to the Board. The request for a Board-level review should be acknowledged within five business days of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply. The Board of Directors may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One. The person who dealt with the original complaint at Stage One should be kept informed of what is happening.
If the complaint relates to a specific person, they should be informed and given a further opportunity to respond. Ideally, complainants should receive a definitive reply within a month. If this is not possible because, for example, an investigation has not been fully completed, a progress report should be sent with an indication as to when a full reply will be given. Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
The decision taken at this stage is final, unless the Board feels that it is appropriate to seek external assistance with resolution if any illegal matters arise.
Please submit your complaint in this form