1. Purpose

This policy ensures that all complaints are handled fairly, consistently, and, wherever possible, resolved to the complainant’s satisfaction.

2. Scope

This policy applies to all community members, including learners, educators, and staff.

3. Procedure

3.1 Making a Complaint

If you wish to make a complaint, you should do so in writing, providing as much detail as possible about the nature of your complaint. This should be submitted to our Complaints Committee.

3.2 Acknowledgement

Upon receipt of your complaint, we will acknowledge it in writing within seven days and estimate how long it will take to investigate and respond.

3.3 Investigation

The Complaints Committee will investigate your complaint, which may involve seeking further information from you or others involved. The committee will aim to complete the investigation within 28 days of receiving the complaint.

3.4 Outcome

Following the investigation, the Complaints Committee will make a decision. You will be informed of the outcome in writing, including an explanation of the decision.

3.5 Appeal

If you are not satisfied with the outcome of the complaint, you may appeal the decision. This should be done in writing, stating the reasons for the appeal, and submitted to our Appeals Committee within 14 days of receiving the outcome of the complaint.

4. Confidentiality

All complaints will be handled confidentially and by our Data Protection Policy.

5. Monitoring and Review

This policy will be reviewed annually to ensure it remains effective and compliant with current regulations.