Dick White Academy (DWA) Complaint & Appeals Policy & Procedure


To provide an effective Complaints and Appeals System in order to encourage feedback and improve the quality of facilities/services that DWA provides.


This Procedure covers complaints and appeals regarding any/all DWA activities, provision and services.


The Principal is responsible for dealing with all complaints, except those made regarding the Principal

The Clinical Director is responsible for dealing with all Appeals made by complainants who are not satisfied with the response to their complaint. The Clinical Director is responsible for dealing with complaints made regarding the Principal


Where a student makes a complaint against a student or member of staff, DWA should ensure, as far as reasonable and practicable, that the student is not harassed/bullied by any third party (student, member of staff or member of the public).


Where a member of staff (or a group of staff) is the primary subject of a complaint, then the Principal shall write to the identified member of staff indicating that they have been named in a complaint together with the following information:

  • date complaint was made
  • nature of the complaint (i.e. necessary detail)
  • their role, and likely interaction with the member of staff
  • what will happen to the outcomes of the investigation
  • the mechanism by which the named member(s) of staff may respond to the complaint

At this stage the identity of the person making the complaint may remain anonymous (where a complainant has named a member of staff as the subject of their complaint, then the Principal must ascertain as to whether the name of the complainant may be released to the member of staff. The complainant should be made aware that where a member of staff is named and the complaint is not founded then the member of staff may have recourse to college processes, or external processes [where legal action may be taken])

The Principal must make it clear to the third party/complainant that complaints are taken seriously, and that DWA may take action to protect its employees.


  1. DWA takes any complaints very seriously
  2. If a student, clinical coach or practice principal has a complaint against an aspect of the training provided by DWA, the complaint should be put in writing to the DWA Principal with any supporting documentation.
  3. DWA Principal: Ali Heywood ali.heywood@dwr.co.uk
  4. Complaints will be responded to within 10 working days of receipt of written documentation.
  5. If a complaint is to be made regarding the DWA Principal then Clincal Director Dr Rob Foale should be contacted at the following address:
  6. DWR Clinical Director: Dr Rob Foale rf@dwr.co.uk
  7. Complaints will be responded to within 10 working days of receipt of written documentation.
  8. Appeals regarding assessment decisions will follow the Awarding Body appeals process:

http://www.cityandguilds.com/~/media/Documents/ProvideTraining/Centre Document Library/Appeals/enquiries-and-appeals pdf.ashx