Complaints and Grievance Procedure
Categories of complaint
1.Complaints against the organisation
The Dyslexia Foundation is a charity, governed by an executive committee. We welcome any constructive criticism and will endeavour to respond in a timely way. If you would like to provide constructive criticism, please contact the Chief Executive of the Dyslexia Foundation, Steve O’Brien, email@example.com
If you have a complaint against the Dyslexia Foundation please follow stages one to four below
2. Complaints from a study skills support tutor against another tutor
If you have reason to complain about the conduct of another tutor, and you are unable to resolve the issue with the member concerned, please contact the Chief Executive, of the Dyslexia Foundation, Steve O’Brien, firstname.lastname@example.org. Your grievance will be addressed in the first instance by the Chief Executive. This may be referred to the wider executive body but will be treated in confidence.
3. External complaints against an individual tutor
If you have reason to complain about the conduct of a tutor contact the Chief Executive, of the Dyslexia Foundation, Steve O’Brien, email@example.com with details of your grievance in writing in the first instance. Your grievance will be addressed by the Steve. You may be asked to provide more details and invited to attend a meeting. The complained will be invited to make a written response to your complaint. The evidence will be duly considered and an outcome will be decided and notified to you in writing.
There are four stages to the complaints procedure:
If possible, it is always preferable if complaints can be dealt with informally, in person, by telephone or email. However, we recognise that some complaints need to be lodged in a more formal manner.
If you feel that your complaint has not been addressed appropriately through informal channels, please contact the Chief Executive, of the Dyslexia Foundation, Steve O’Brien, firstname.lastname@example.org
If the complaint is not resolved to your satisfaction, the Chief Executive of the Dyslexia Foundation, Steve O’Brien, email@example.com, will refer it to an Internal Complaints Panel (ICP). This will consist of the chairperson, deputy chairperson and one other member of the executive committee. You will be notified of the date of this meeting. Any supplementary evidence would need to be lodged 1 week prior to this meeting date if it is to be considered.
You will receive a written response to your complaint within 21 days of the date of the panel meeting if a majority decision has been reached. If no majority decision is reached, then the complaint will be referred to the entire executive committee at its next meeting. If you are not satisfied with the ICP’s decision, you may appeal against the decision within 21 days. Your appeal will be heard at the executive committee at its next meeting.
If the complaint is not resolved at stage three, it will be referred to an external moderator within 21 days of the Dyslexia Foundation receiving your written statement requesting your case to be referred externally. You will receive the moderator’s written report within 21 days from the time they receive all case notes concerning the complaint.
The external moderator’s decision will be final.