Here at Dance St Andrews we always strive to attain the highest levels of customer service for everyone who is part of our community. All Dance St Andrews families and friends are very important to us, so please do let us know if you have any concerns.
What you can expect from us:
Staff will be professional at all times and show:
• Courtesy in all circumstances to pupils, parents, guardians and friends. Courtesy will be shown in all circumstances, even in difficult situations where the person may not show similar courtesy in return. Staff will be courteous in their spoken words, body language and demeanour.
- Accuracy and integrity in what they do – thus teaching to the highest possible standards
- Consideration for the needs of customers
- Promptness in all their actions, keeping people informed of progress
The principles and core values that we share are:
- The pupils, their parents and carers and the public are the heart of this dance community.
- All people coming into contact with our dance school will be treated equally.
- Everyone will have fair and equal access to all of our services in accordance with our Terms and Conditions and School Rules.
Every person is entitled to:
- Be listened to
- A sensitive response to their needs
- A timely response to any concerns
- A courteous response to their enquiries
We very much hope that by adhering to our core values we will deliver a high quality service to all who are associated with the school. However, in the event that we do fall short of expectations we have a dedicated complaints procedure outlined below.
A complaint is an expression of dissatisfaction about the standard of service we provide, or actions (or lack of action) by DSA or its employees affecting an individual person or group of people who are receiving our service.
Stage 1 Complaint – At the point of service delivery
The staff member receives the initial approach from the person who is concerned. DSA staff will endeavour to resolve concerns to the best of their ability and to the complainant’s satisfaction.
When a complaint has been dealt with quickly and fairly, the complainant feels they have been listened to and understood. Just as importantly, knowing how and why things have gone wrong is valuable for improving our services, and making best use of our resources.
All Stage 1 complaints made must be reported to the Board of Directors by the staff member even if resolved to the complainants satisfaction. DSA staff will aim to settle complaints quickly and amicably. However, complainants who are not satisfied after Stage 1 must be referred to Stage 2 of the Complaints Procedure.
Stage 2 Complaint – to the Board of Directors
In Stage 2, the complaint will be investigated fully and objectively by the Board or a member of the Board. The complainant should be acknowledged within 72 hours, and informed as to who is dealing with their complaint. A written reply will be sent to the complainant within 10 working days of the request for their complaint to be investigated. In complex cases, the complaint may take longer than 10 working days to investigate, but the complainant must still be notified in writing of progress to date, the reason for the delay and the revised timescale, within those 10 working days.
Moving Forward After a Complaint
When a complaint has not been found to be justified we will listen to the complainant to help develop the best way forward for them. When a complaint has been found to be justified, our community’s objective will then be, as far as possible, to put the complainant in the position they would have been in had things not gone wrong. Depending on circumstances, this will usually be achieved by: ·
- apologising and explaining what went wrong and how we will endeavour to act differently in future
- providing the service the person that we had been unable to provide initially
- changing our procedures so that the cause of the complaint is not repeated
in some circumstances, a personal visit or other gesture, to mend damaged relationships with a complainant may be appropriate. There is no specific stage at which this approach should be taken and is at the discretion of the Board of Directors.
What we ask of you
DSA staff should not be expected to deal with rude, abusive or threatening behaviour. If such behaviour occurs and cannot be calmed down, staff will politely state that they will have to terminate the contact (e.g. leave the room). The dance community will take appropriate action against any individuals who are abusive to staff. We reserve the right to suspend, withdraw or refuse membership for individuals who exhibit or have exhibited behaviour that we deem unacceptable towards staff or other members and pupils.