Complaints
Updated 9 April 2025
1. Introduction
The Institute for the Future of Work (IFOW) aims to provide a high quality service to all users and stakeholders of the Careers Lesson Assistant trial. If we fall short, we want to know. We take complaints seriously, handle them confidentially, and respond as quickly and fairly as possible so we can learn and improve.
2. Definitions
A complaint is an expression of dissatisfaction requiring a response from us, relating to an act, omission, decision‑making, or the standard of service provided. It does not include dissatisfaction with a decision that has a right of appeal or matters for a tribunal or court.
Complaints about data protection or freedom of information are covered by our Privacy Policy and Freedom of Information Requests policy.
3. Making a complaint
Please email: legal@ifow.org
Provide as much detail as possible to help us investigate:
- What the issue is
- Relevant communication (emails, letters, calls) and names of any colleagues you dealt with
- What you want to happen
- How you’d like us to contact you
We are usually unable to deal with complaints raised more than one year after the event, so please contact us promptly.
4. Our response
We will acknowledge and triage your complaint, then aim to respond within 15 working days. If further investigation is required, we will let you know what we are doing and when you can expect a full reply. We will explain how we investigated and what evidence we considered. If we could have done better, we will say so and outline improvements.
5. If you are unhappy with our response
If you believe we have not handled your complaint properly, please tell us within 10 working days, explaining why. A senior team member will review the handling of your complaint and respond within 15 working days, or advise if more time is needed.
6. Persistent complaints
Repeated attempts to raise the same complaint after it has been resolved may be deemed vexatious and outside the scope of this policy.
7. Records and use of personal data
We keep records of complaints, outcomes and actions. Personal data is processed in line with our Privacy Policy and retained per our retention schedules.
8. Reasonable adjustments and alternative formats
We are committed to equal opportunities. We will make reasonable adjustments to enable access to this policy and provide responses in alternative formats where required. Email legal@ifow.orgfor assistance.
9. Review
This policy is reviewed at least annually, or sooner if relevant changes occur.