GRIEVANCE & COMPLAINTS PROCEDURE

1. Purpose

To ensure that all adult learners and staff can raise concerns in a fair, transparent, and timely manner, and that all complaints are handled consistently and effectively.

 

2. Scope

This procedure applies to:

  • Adult learners
  • Staff
  • Applicants

It covers complaints related to:

  • Teaching and assessment
  • Administrative processes
  • Staff or adult learner conduct
  • Learning resources or support

 

3. Principles

All grievances will be handled according to:

  • Fairness and impartiality
  • Confidentiality
  • Timeliness
  • Respect for all parties
  • Protection from retaliation

 

4. Informal Resolution (Stage 1)

Where possible, concerns should first be raised informally:

  • With the relevant trainer or staff member
  • Either verbally or via email

Response timeframe: within 5 working days

 

5. Formal Complaint (Stage 2)

If unresolved, a formal complaint may be submitted.

Submission:

  • In writing
  • To the Registrar

Process:

  • Acknowledgement within 3 working days
  • Investigation initiated
  • Relevant parties consulted

Outcome:

  • Written response issued within 10–15 working days

 

6. Appeal Process (Stage 3)

If the complainant is not satisfied:

  • Appeal submitted in writing
  • Reviewed by:
    • Senior management or
    • Independent reviewer / Board representative

Final decision timeframe: within 15 working days

 

7. Possible Outcomes

  • Clarification of issue
  • Formal apology
  • Reassessment or review
  • Process or policy changes
  • Disciplinary action (if appropriate)

 

8. Record Keeping

  • All complaints are documented and securely stored
  • Relevant data will be anonymized and may be used internally for quality improvement and monitoring trends, as per Data Privacy Policy

 

9. Confidentiality

  • All information handled sensitively, as per Data Privacy Policy
  • Shared only with relevant parties

 

10. Review of Procedure

This procedure is reviewed annually or as required.