Code of Conduct

All members of the ISCP are expected to be respectful in their communications and dealings with other ISCP members and with clients, both online and in person. Any rudeness or hostility expressed towards others on the ISCP Facebook group will lead to the expulsion of the perpetrator from the group if it continues after one warning.

The reputation of the ISCP hinges on its members and on its championship of ‘positive’, force-free methods. Please adhere to this. Any ISCP member who is found to have used methods involving force or the infliction of pain or trauma will be expelled and their diploma invalidated.

Be encouraging and kind to clients, use positive reinforcement with the people as well as dogs, and avoid any temptation to be judgemental or critical during consultations, even if you strongly disagree with methods they are currently using. A client who feels judged will be less likely to want to cooperate with setting a new regime in place.


Complaints procedure

PURPOSE STATEMENT:

To assist students, graduates, tutors and affiliates with the timely and effective management of complaints.

COMPLAINTS POLICY:

It is our policy to enable tutors, students, graduates and affiliates to provide feedback or raise a complaint about any aspect of our service or the operation of our establishment or facilities.

The aim of this policy is to improve the quality of services provided by adopting a positive, blame-free approach to resolving complaints.

Complaints received by the ISCP are seen as an opportunity for improvement. All feedback is taken seriously.

We will make all reasonable efforts to understand issues or concerns, and to resolve complaints within the service when they arise.

The timely and efficient management of complaints fosters a positive, cooperative attitude with tutors, students, graduates and affiliates.

Complaints will be addressed promptly with the aim of providing a formal response within 14 days. We will communicate with you openly and regularly while we work to resolve your complaint. The complainant will be actively involved in resolving the issue. Once a resolution has been reached, we will talk with you to make sure you’re satisfied with the outcome of your complaint.

If you are not happy with the outcome of your complaint, you can ask us for an internal reconsideration of our decision. We can also assist you in accessing external complaint resolution mechanisms.

PROCEDURE:

The complainant must put their complaint in writing to the director or principal, including evidence that supports the complaint. This will then be thoroughly investigated and dealt with promptly.

Complaints must be acknowledged on receipt, with a time frame of 14 days from receipt to resolution stated in the letter of receipt.

The principal and director will investigate the complaint thoroughly and may ask for additional information if this is required. If necessary any tutors concerned in the complaint will be asked to provide information.

A decision will be made within 14 days and the complainant informed of this in writing.

Should the complainant disagree with the decision, they have to right to take this, in writing, to the Awarding Body.

  • Compliments and complaints can be provided:
    • in person, verbally to Theo Stewart, or by approaching a tutor
    • in writing by email to canine.psychology.school@gmail.com
    • by telephone on 01767 641070
    • in writing by mail to Theo Stewart at Station House, Old Station Court, Blunham, Beds MK44 3PN.
  • Complainants are encouraged to lodge their complaint in writing. This will assist with understanding the nature of the complaint and ensure that the facts provided are correct.
  • The complaint will be registered on the Complaints Tracker.
  • Complainants have the right to ask us for an internal reconsideration of decisions we have made in relation to their complaint.
  • Complainants have the right to lodge their complaint with an external agency.
  • Options for internal reconsideration of decisions and external complaint resolution are offered to any complainant who is not satisfied with the resolution of their complaint within the service.
  • Should someone give a verbal complaint, they should be encouraged to complete a Complaints Form to facilitate the tracking of feedback by the service provider. Alternately, staff will use the form to record verbal feedback to facilitate tracking by the service provider and inform ongoing improvement activities.
  • If a concern or complaint is minor and was addressed at the point of service, staff should record the issue and any actions taken in the Complaints Book.
  • Any staff member can be approached to provide compliments, to raise a concern or make a complaint. Where a staff member is not empowered to handle or resolve complaints on behalf of the service, the staff member will be able to refer the complaint to other staff and/or act as an advocate for the complainant and assist with completing forms for them.
  • Any complaints received by our service are registered on the Complaint Tracker, acknowledged, and investigated. Feedback on how the complaint was managed and resolved is sent to the complainant once the complaint is closed.

ACCOUNTABILITIES:

  • Tutors are responsible for reporting complaints to the administrator and principal on the day of the complaint.
  • The administrator is responsible for the management of the complaints process and informing the relevant staff of any feedback received.
  • The administrator is responsible for ensuring that compliments and complaints are entered into the Complaints Tracker to inform ongoing improvement activities within the service.
  • The administrator and principal are responsible for analysing feedback trends for the purposes of informing ongoing improvement activities within the service.

CONFIDENTIALITY:

  • All information regarding complaints will be kept confidential amongst the staff concerned with its resolution.
  • Complaint documentation will be kept in a safe, locked place and accessible only to staff handling the complaint.
  • Complaint information will be included as part of ongoing improvement activities within the service.
  • Statistics on all types of compliments and complaints will be recorded and used to inform ongoing improvement activities within the service. For this purpose, complaint information may be disseminated to other staff. However, the identity of the complainant or persons named in the feedback will not be disclosed.

Course Fee Refunds

Course fees are only refundable, less a 10% administration fee, within 14 days of enrolment, should the Director consider the reason for the requested refund to be valid.