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Inspira is committed to delivering high‑quality services and treating all individuals fairly, consistently, and with respect. We recognise, however, that concerns or complaints may arise from time to time.
A complaint is defined as an expression of dissatisfaction about any aspect of Inspira’s services, actions, decisions, or conduct. This may be raised by all Inspira customers, learners, employers, partners, members of the public, or other stakeholders.
All complaints are viewed as an opportunity to learn, improve services, and maintain high standards. All complaints will be handled fairly, promptly, and without blame.
All staff are responsible for receiving feedback, concerns or complaints professionally, responding in a supportive and respectful manner and escalating to managers as necessary.
Managers are responsible for overseeing complaints at local level, ensuring investigations are proportionate and timely, and that outcomes are clearly communicated.
Senior Leaders are responsible for reviewing complaints escalated to Stage 2 and for ensuring that final decisions are fair, evidence‑based, and aligned with organisational values and policies.
Inspira recognises that many concerns or complaints can be resolved quickly and informally at an early stage.
Wherever possible, individuals are encouraged to raise concerns initially with their adviser, or staff member involved, or at a local service level. Staff should make every reasonable effort to listen, address issues promptly, and agree an appropriate outcome without the need for escalation.
This approach supports positive relationships, timely resolution, and proportionate handling of concerns.
A complaint should be escalated to a manager under the formal complaints process where:
Formal complaints may be made by any appropriate method, including:
Staff will support customers to make a complaint where required.
Stage 1 – Local Resolution (Manager Review)
Where a complaint cannot be resolved at adviser or local level, it should be referred to the relevant manager.
Where possible, complaints should be resolved at this stage.
Stage 2 – Formal Review
If the complainant is dissatisfied with the Stage 1 response, they may request a formal review. This will be undertaken by a member of the senior team.
If it is not possible to meet the stated timescales at any stage, the complainant will be informed promptly, provided with an explanation, and advised of a revised timescale.