Complaints Procedure Client-Contractor Resolution

Aug 03, 2021 editor

We often see Client and Contractor relationships breakdown when there is no formal recognition of complaints. Often a break clause allows Clients to leave a contract where continued default occurs, however there are often no formal records of complaints at a unit level which leads to frustration on both sides at management performance meetings. Here Red Box provides a draft complaints procedure to target those niggly issues within your contracted services, ensuring effective, timely responses. It should also provide a robust record where a Client wishes to show contract default or escalate frustrations.


 Where feedback that requires action is received:

This complaints procedure enables straightforward escalation where issues cannot be resolved on site or on the day, at an operational level.

The below details an approach to logging, investigating, managing and resolving complaints and concerns so that they are:

  • dealt with efficiently
  • properly investigated
  • treated with respect and dignity
  • given timely, appropriate responses
  • determine the outcome of investigations
  • appropriately actioned in light of the complaint outcome


Stage one: Complainants should raise a complaint with the person they are dealing with or ask to speak to the Unit Manager who will aim to resolve issues, where possible instantly, or on the same day. Issues encountered during service delivery are prioritised aiming to minimise any disruption. Unit Managers are trained to provide further information so they can put a resolution in place. Most issues raised can be resolved instantly by onsite colleagues who are empowered to deal with many comments and make judgments on the best solution.


External customer complaints reported to the Client Representative are reported to the Unit Manager on site. The Unit Manager will provide a response to the complaint on the same day, following investigation on site.


Stage two: If the first response is unsatisfactory, the client can; call, write-to or email the Operations Manager. Formal acknowledgement will be supplied on the day of receipt of the complaint. 


The Operations Manager will investigate further, sharing updates to the Business Manager or Head Teacher at minimum intervals of 2 working days, however communication should be proactive with frequent updates until a satisfactory resolution is achieved. The Contractor should meet the target to resolve issues within 5 working days from notification. Feedback is sought prior to issue closure.


Stage three: If the second response is unsatisfactory, the client can; call, write-to or email the Operations Director. Complainants will receive acknowledgment within 24hrs and the Operations Director will conduct a detailed investigation with a resolution within 5 working days from receipt of notification. Feedback is sought prior to issue closure.


Record Keeping

The Contractor commits to communicate all issues raised or complaints made to the School, either as part of the monthly report or in more serious cases on an ad hoc basis. All complaints should be recorded with the nature of the complaint, the action taken and a summary of the outcome. These should be shared within the regular Management Performance Meetings.

The Contractor commits to ensuring that all staff members are communicated with, to ensure that they are fully aware of the nature of the comment and the outcome and actions developed via the above process. This allows for immediate recognition of the nature of the comment, increased focus on the resolution and the continued management of the situation until investigation completion. These comments and investigation form part of the weekly staff meetings.


Failure to Remedy

Where the failure to reach the Contract Standard is capable of remedy by the Contractor, then the Client may require the Contractor at its own cost to remedy the failure and for the avoidance of doubt, a failure to perform includes a failure to remedy.

The remedies in this procedure may be exercised successively in respect of separate failures by the Contractor.