Cultivating Sustainability In Land, Lives & Livelihood

Apricot Centre for Wellbeing
Huxhams Cross Farm,
Dartington,
Totnes,

TQ9 6AA

01803 762253

info@apricotcentre.co.uk  www.apricotcentre.co.uk

          Complaints and Whistleblowing Policy

Context

The following policies and procedures cover the Educational Activities at the Apricot Centre. We value all our learners and aim to provide excellent service and training in all aspects of what we do. Therefore, it is important, should you feel you have encountered a level of service that is below what is expected, that you raise any concerns with us immediately so that they can be addressed.

Policy

This policy covers complaints from learners.  It is not to be used to cover appeals in relation to decisions made by The Apricot Centre CIC;  these areas are covered by our Appeals Policy. Should a complaint be submitted which is in fact an enquiry or an appeal we will respond to inform the relevant party that the issue is being considered, where appropriate, in accordance with the approach outlined in our Appeals Policy. If you are unhappy about the way an assessment was delivered and conducted and you suspect malpractice or maladministration may have occurred, you should raise your concern to us in accordance with the arrangements in our Malpractice and Maladministration Policy.

Making a complaint

1. In the first instance we ask you if it is possible to complain to the staff concerned to see if they can address your concerns immediately. We aim to listen to and respond to feedback with the hope that this can improve the experience you and other people who use the service have.

2. The Apricot Centre CIC will acknowledge your complaint within 3 days.

3. If it is not possible to complain directly to the member of staff please then write to the Education Director of Apricot Centre (CIC) who undertakes to respond in writing within ten days after consulting with the staff concerned. (Contact details are below).

4. If you are still unhappy about the service you can:

1. consider making a formal complaint to Crossfields Institute

Complaint Details

When you wish to make a complaint, please ensure you have included the following information:

• Full name
• Contact details including a daytime telephone number
• A full description of your complaint (including the subject matter and dates and times if known)
• Names of the people you have dealt with so far
• Copies of any papers or letters to do with the complaint

Our Data Protection Policy and Privacy Notice, which can be seen on our website, explains how we use and protect your information.

Sometimes a complainant will wish to remain anonymous. However, it is always preferable to reveal your identity and contact details to us, and, if you are concerned about possible adverse consequences, please inform us that you do not wish us to expose your identity.

What is Whistleblowing

The Whistleblowing helpline can be found at: http://wbhelpline.org.uk/resources/raising-concerns-at-work/ 

Whistleblowing is considered by the Apricot Centre as a positive response by learners who wish to expose malpractice within their working environment. It may be that staff feel that the management has failed to listen to concerns raised previously, or it may be that  learners feel uncomfortable to raise their concerns with the management of the service.

Whistleblowing may also mean a service user or their relative/carer raising their concerns with an external authority outside the service. Whistleblowing is commonly thought about in the context of situations when the management seeks or has sought to cover up or ignore serious concerns for the safety of staff or service users.

This raises some fear in the minds of the whistleblower that the management of the service may in some way victimise staff, service users or anyone whistleblowing regarding malpractice within the service. We would like to reassure all that victimisation of any sort is unacceptable and we welcome any concerns raised that ensure safe practices.

What the Law says:

The law is extremely clear (Public Interest Disclosure Act 1998). This act protects anyone from being victimised for whistleblowing;  when seeking to have their “genuine and reasonable” concerns regarding malpractice investigated.

How you are protected by law

The Public Interest Disclosure Act 1998 (PIDA) protects individuals from adverse consequences of making a disclosure.

The Act covers whistleblowing in private, public and voluntary sectors, providing protection from victimisation when people raise genuine concerns about malpractice. Only ‘qualifying disclosures’ are covered by the act. These are:

• Criminal offence
• Failure to comply with legal obligations
• Miscarriages of justice
• Threats to health and safety of an individual
• Damage to the environment
• Deliberate attempt to cover up any of the above.

Whistleblowing is an extremely uncomfortable action to take so it may be worth discussing with the Citizens Advice Bureau if you are in doubt.

The Apricot Centre works with HR Dept (hrdept.co.uk) who may be able to assist with whistleblowing concerns.

People to contact and Address for Complaints to Apricot Centre CIC:

Rachel Phillips - Managing Director rachelphillips@apricotcentre.co.uk

Amir Qureshy- Quality Assurance Director amir.qureshy@apricotcentre.co.uk

Apricot Centre (CIC) 
Huxhams Cross Farm

Rattery Lane

Dartington

TQ9 6AA