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Complaint Policy

Policy

We will try to resolve, as quickly as possible, any grievance or complaint you may have about your studies and stay with us. This procedure is open to any student who has a grievance in relation to their enrolment and is designed to enable you to resolve a grievance informally with your tutors and staff. If a grievance cannot be resolved informally, you should raise it formally with the Principal.

The College wants you to use this procedure when necessary so that we can deal with such matters appropriately. If you raise a grievance the matter will be dealt with promptly, fairly and in confidence.

Purpose and Scope

Grievances are concerns, problems or complaints that students raise with the College. Grievances may relate to, amongst other things, terms and conditions of admission, health and safety, academic studies, host family accommodation, equal opportunities and harassment. If the grievance relates to discrimination, bullying or harassment you should also refer to the equal opportunities, bullying and harassment policies.

Principles

A written record of the grievance interview and any appeal should be agreed between, and signed by, the interviewer and you and will be recorded on your student file. Information and proceedings relating to a grievance will remain confidential as far as is possible. All stages of the procedure shall be dealt with without undue delay. If you set out the grievance in writing and send a copy to the College, the formal grievance procedure (stage two) will be automatically invoked.

Procedure

At all stages of the procedure, during any associated meetings as outlined below, you have the right to be accompanied by a fellow student, friend or representative during the grievance meeting and any appeal meeting.

Stage one – informal

Your first step is to raise any grievance with your personal tutor, who, in most cases, will be best placed to respond to the complaint. If this informal approach fails to resolve the issue, or the complaint is sufficiently serious, you should raise it as a formal grievance (stage two).

Where the grievance is against your personal tutor you may approach another tutor or raise the issue with the Principal.

Stage two – formal

If the matter cannot be satisfactorily resolved, or is sufficiently serious, you should raise the matter formally by setting out the grievance in writing and sending a copy to the Principal. A grievance form is available if required.

Once the Principal receives a written copy of the grievance, you will be invited to attend a meeting with him/her to discuss the grievance. After the meeting he/she will take time to consider the grievance.

The Principal will then inform you of the decision and any proposed action to be taken in respect of the grievance. You will also be informed of the right to appeal this decision.

Stage three – appeal

If you wish to appeal a grievance decision, you should inform the Principal in writing within five working days with grounds for your appeal. You will then be invited to attend an appeal hearing which will be chaired by an external adjudicator who was not involved in the original decision-making process, who is familiar with grievance procedures in Higher Education Institutions. After the appeal, when the grounds for your appeal have been considered, you will be informed of the appeal decision. The appeal decision is final.

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