{"id":1828,"date":"2026-02-18T07:22:24","date_gmt":"2026-02-18T07:22:24","guid":{"rendered":"https:\/\/crawlergroups.com\/spm\/?page_id=1828"},"modified":"2026-02-18T08:34:55","modified_gmt":"2026-02-18T08:34:55","slug":"complaints-page","status":"publish","type":"page","link":"https:\/\/crawlergroups.com\/spm\/complaints-page\/","title":{"rendered":"Complaints Page"},"content":{"rendered":"\t\t

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Complaints Page\n<\/h1>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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SPM Development Services Limited\nAssessment Policy\nMay 2025<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\tReviewed and Updated: September 2025\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\tNext Review: September 2026, or sooner if statutory guidance changes.\n\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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Related Policies and Procedures\n<\/h3>\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tSafeguarding and Child Protection Policy (2025)<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tWhistleblowing Policy (2025)<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tMalpractice and Maladministration Policy<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tFair Assessment Decisions Appeals Policy<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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Introduction\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\tSPM Development Services Ltd is committed to providing a high-quality service to learners,\nparents, carers, staff and commissioners. We aim to deal with complaints fairly, promptly\nand transparently. This procedure ensures that concerns are listened to, acted on, and that\nSPM learns from complaints to improve services.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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Definition of a Complaint\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\tA complaint is any concern or issue that is not resolved immediately and requires a formal\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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response. This could include:<\/strong><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tThe quality of education or support provided<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tThe actions or behaviour of staff<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tPerceived unfair treatment, bullying or harassment<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tConcerns raised by commissioning authorities about service delivery<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t
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Safeguarding Link\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\tAny complaint that raises a safeguarding concern will be referred immediately to the\nDesignated Safeguarding Lead (DSL) and dealt with in line with the Safeguarding and Child\nProtection Policy (2025).\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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Procedure\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\tSPM encourages complaints to be resolved informally where possible, but provides a clear\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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staged process for escalation.<\/strong><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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1. Informal Complaints:\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tConcerns should be raised directly with the tutor, mentor or staff member involved.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tMany issues can be resolved quickly through open discussion.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t
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2. Formal Complaints:\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tIf the issue cannot be resolved informally, a formal complaint should be made in writing.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tComplaints must be submitted to Simon Piper-Masha by email (simon@spmdevelopmentservices.co.uk<\/a>) or post (90 East India Way, Croydon, Surrey, CR0 6RZ).<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tPlease mark the correspondence clearly as \u2018Complaint\u2019 and provide full details.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tAn acknowledgement will be sent within 5 working days.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tA written response will be provided within 20 working days.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t
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3. Escalation:\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t If the complainant is not satisfied with the response, they may request a review by writing again to Simon Piper-Masha.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tThis will be acknowledged within 5 working days and a further response provided within 15 working days.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t
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4. Final Stage:\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t If the complaint remains unresolved, it may be referred to an external body.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tFor general complaints, this may be the commissioning local authority.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t
\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tFor safeguarding concerns, the complaint may be referred to the Local Authority Designated Officer (LADO) or the NSPCC Whistleblowing Helpline (0800 028 0285).<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t
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Confidentiality<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\tComplaints will be handled with appropriate confidentiality. Information will be shared\nonly with those who need to know in order to investigate and resolve the complaint.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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Monitoring and Reporting\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\tAll complaints and their outcomes will be logged by SPM. Records will be reviewed annually\nto identify patterns, ensure accountability, and inform service improvement.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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Accessibility\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\tSPM will make reasonable adjustments to ensure this complaints process is accessible to all.\nAnyone requiring assistance to make a complaint may contact SPM to request alternative\narrangements.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\tThis policy ensures that all complaints are taken seriously, dealt with promptly and fairly,\nand that SPM Development Services Ltd continually improves its services in response to\nfeedback.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<\/body>","protected":false},"excerpt":{"rendered":"
Complaints Page SPM Development Services Limited Assessment Policy May 2025 Reviewed and Updated: September 2025 Next Review: September 2026, or sooner if statutory guidance changes. Related [\u2026]<\/span><\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"om_disable_all_campaigns":false,"footnotes":""},"class_list":["post-1828","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/crawlergroups.com\/spm\/wp-json\/wp\/v2\/pages\/1828","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/crawlergroups.com\/spm\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/crawlergroups.com\/spm\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/crawlergroups.com\/spm\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/crawlergroups.com\/spm\/wp-json\/wp\/v2\/comments?post=1828"}],"version-history":[{"count":5,"href":"https:\/\/crawlergroups.com\/spm\/wp-json\/wp\/v2\/pages\/1828\/revisions"}],"predecessor-version":[{"id":1837,"href":"https:\/\/crawlergroups.com\/spm\/wp-json\/wp\/v2\/pages\/1828\/revisions\/1837"}],"wp:attachment":[{"href":"https:\/\/crawlergroups.com\/spm\/wp-json\/wp\/v2\/media?parent=1828"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}