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Appeals & Complaints Policy

 

Appeal Policy

The following sets out the appeals procedure Quality Safety Training LTD.  This procedure covers the process for raising appeals against an academic decision that has been made.  Should a learner feel that proper process has not been followed or that the academic decision was not made in accordance with the regulations of the programme of learning then they may appeal to the Business Manager via one of the following methods:

Call: 01392 826228

Email: abbie@qualitysafetytraining.co.uk

Write to: Unit 89, Basepoint Business Centre, Yeoford Way, Marsh Barton, EX2 8LB

 

Examples of areas where an appeal may be raised are as follows:

If the learner believes that Quality Safety Training LTD has not applied our procedures consistently or that procedures were not followed properly, consistently and fairly;

If the learner is not satisfied with the conduct of the assessment and believed it disadvantaged them; and

If the learner feels that the premises/environment for assessment has disadvantaged them.

(Should a learner wish to appeal against a decision made after a complaint has been investigated then please refer to our Complaints Procedure).

When you contact us, please give us your full name, contact details, and include a daytime telephone number along with:

A full description of your appeal (including the subject matter and dates and times if known);

Any names of the people you have dealt with so far;

Copies of any papers or letters to do with the appeal; and

Any other factors for consideration such as any extenuating circumstances that the learner either did not address at the time or believes that were raised but were not taken into consideration when the decision was made.

Appeals will be investigated and a review panel may be formed in order to reach a decision.  We aim to investigate and respond to appeals in 30 working days.

This will be the final route of escalation within our company.  Therefore, if you remain unhappy after following our own internal appeals procedure and the course is accredited then please contact the Awarding Organisation directly. (please request details)

Should you address your appeal to the relevant awarding body and remain unhappy with the outcome you may then raise your appeal to the relevant qualification regulator.  Either a representative of Quality Safety Training LTD or the awarding body will be able to offer you guidance on the appropriate qualification regulator in each instance and provide contact details.

The following relates to appeals regarding publicly funded qualifications in Scotland only.  Should you have undertaken a publicly funded qualification in Scotland, wish to make an appeal and you have exhausted the procedures of Quality Safety Training LTD, and the Awarding Organisation, and the relevant qualification regulator then you do have one final route of appeal.  Please contact the Scottish Public Services Ombudsman (SPSO) directly, details can be located on their website www.spso.org.uk.

If you have any queries about the contents of this policy, please contact the Business  Manager directly on 01392 826228 or abbie@qualitysafetytraining.co.uk.

 

Complaints Policy

Quality Safety Training Ltd is committed to maintaining effective procedures to allow all students to make legitimate complaints.

This document provides guidelines for staff who are involved in a student complaint.

 

What sort of complaints does this procedure cover?

The Complaints Procedure covers complaints concerning:

Your course or programmes (e.g.: tutorials cancelled and not rearranged)

staff (e.g.: poor services, inappropriate behaviour, poor teaching/supervision, incompetence);

facilities at your work placement.

 

Complaints not covered by this procedure:

Complaints from students about other students – these will be dealt with by the Business Manager and/or Director

Complaints relating to Dignity at Work and Study (harassment / bullying etc) made by one student against another student – these will be dealt with by the Business Manager and/or Director

Complaints relating to the Application procedures

Complaints from members of the public

It is clear that the overwhelming majority of students use the procedure in a positive spirit in order to improve the quality of life and study for all members of Quality Safety Training Ltd. However, it is possible that a very small minority may misuse the procedure. In exceptional circumstances, therefore, Quality Safety Training Ltd reserves the right to investigate a complaint, and then to decline to consider any which are merely vexatious or abusive, or to enter into lengthy correspondence about these.

 

Staff Responsibilities:

Members of staff are expected to handle student expressions of difference and dissatisfaction with appropriate consideration.

Staff are expected to try and assist the student to resolve their concerns / complaints at the preliminary stage and as quickly as possible.

Quality Safety Training Ltd staff provide a professional service and must accept responsibility for the quality of this service.

Information relating to the Quality Safety Training Ltd Student Complaints Procedure can be provided in alternative formats to assist students with disabilities.

Staff should also be aware that although the majority of students are fluent in English, it might not be their first language. Consideration must always be shown to students who are attempting to express themselves at times of stress and worry in a language other than their own.

Staff should encourage students to adopt a responsible approach to the progression of their complaint.

 

Expected Time Limits:

Where possible these deadlines should be adhered to and appropriate reasons should be given, in good time, to the student when the time deadlines are unable to be met.

If a student fails to proceed within the given deadlines of the complaints procedure (above) they may not be able to progress through the internal complaints mechanisms of Quality Safety Training Ltd. They may wish to submit a valid reason for missing the deadlines.

 

Stage 1 – PRELIMINARY PROCEDURE – ‘Raising a concern’:

Complaints should normally be raised at Stage 1 of these procedures as close as possible to the point at which the issue arises.

Students should be encouraged to raise any problem directly with the people immediately involved. Students can be offered a facilitated meeting with a member of Quality Safety Training LTD. It is in everyone’s interests to seek a prompt, effective, informal resolution first.

 

Stage 2 – FORMAL PROCEDURE – Written complaint to tutor:

If, after approaching the person(s) directly involved with the complaint through an informal channel, the student does not consider that the matter has been satisfactorily resolved, the next step is to contact the Tutor in Writing

Quality Safety Training should respond fully to the complaint normally within 30 working days.

Should, in exceptional circumstances, it is not possible to adhere to these timescales, all parties to the complaint will be advised accordingly.

It is advisable that the tutor sets up a face to face meeting with the student at the outset to clarify issues raised in the complaint.  It is important that the tutor should contact other parties involved to clarify certain elements of the complaint and to consider possible resolutions. The tutor is advised not to meet the student alone – it is recommended that the student brings a friend or advocate and that the investigator has an independent note taker.

 

Possible outcomes following investigation at Stage 2:

A mutually acceptable outcome is reached, and the tutor notifies the student and other involved parties in writing (normally in the form of a report and a response. The response should highlight how the student may proceed to the next stage of the complaints procedure) of his or her conclusions, and any consequent action proposed. The complaint (s) may be upheld or partly upheld.

A mutually acceptable outcome is not reached, and the tutor considers that the complaint has been heard fairly, and that appropriate actions have been taken. In this case, the student is notified in writing (report and response) that no further action will be taken and that s/he has the right to refer their complaint to Stage 3. The complaint may be partly upheld or it may be rejected and clear reasons given.

At this point if you are dissatisfied with way in which the investigation was conducted, the student has the right to submit their complaint to Stage 3 of the complaints procedures to the Director of Quality Safety Training Ltd

 

Stage 3 – FORMAL PROCEDURE - Director:

If the student is dissatisfied with the outcome of Stage 2 they may move to Stage 3 of the Formal Complaint Procedures. The Stage 2 Complaint Form and an accompanying letter should be submitted to the Director(s).

The student should include any relevant documentation which the student will have received from the tutor.

The student should submit the complaint within 5 working days of receiving the response at Stage 2.  The Director(s) should acknowledge receipt of the complaint within 10 working days.

Stage 3 of the Student Complaints Procedure should be completed normally within 30 working days of receipt of the complaint by the directors.

The Director(s) shall appoint a person who will investigate the complaint and submit a report containing recommendations from which the director(s) will determine the outcome and what actions if any shall be taken. The student will be contacted by the investigator (via email, telephone, face to face meeting) to clarify certain elements of the complaint or consider possible resolutions.

 

 Possible outcomes following investigation at Stage 3:

A mutually acceptable outcome is reached, and the director(s) notifies the student and other involved parties in writing (report and response) of their conclusions and any consequent action proposed. The complaint may be upheld or partly upheld.

A mutually acceptable outcome is not reached, and the investigator completes a report for the director(s) that is copied to all parties, and details what actions have been taken, and what the outstanding issues are. The director(s) then decides what further action should be taken with respect to the case. The complaint may be partly upheld or it may be rejected and clear reasons given.

Following Resolution of a Student Complaint
Following resolution of a student complaint, it is assumed that standard academic and pastoral support arrangements for students will resume, regardless of whether or not these normally involve staff members who were involved in the complaint proceedings.

 

Delegate:

Delegate complaints should initially be made in person to the managing director for a discussion to take place and any reasons for dis satisfaction to become clear. A period of reflection will take place – normally 10 working days and then a verbal decision will be given.

Should this decision prove unsatisfactory then a written report from the Delegate will be accepted within five working days of the issue of the verbal decision. This written complaint should be addressed to the Managing Director.

A period not exceeding 30 days will be allowed before a written decision will be submitted to the Delegate with a decision about the complaint.

Should this decision be further disputed then it is suggested that formal professional advice should be sought from both parties to achieve a resolution.

 

Tutor Complaints:

Tutor complaints should initially be made in person to the managing director for a discussion to take place and any reasons for dis satisfaction to become clear. A period of reflection will take place – normally 10 working days and then a verbal decision will be given.

Should this decision prove unsatisfactory then a written report from the Tutor will be accepted within five working days of the issue of the verbal decision. This written complaint should be addressed to the Managing Director.

A period not exceeding 30 days will be allowed before a written decision will be submitted to the Tutor with a decision about the complaint.

Should this decision be further disputed then it is suggested that formal professional advice should be sought from both parties to achieve a resolution.

 

Client Complaint procedure:

Complaints should initially be made in person to the managing director for a discussion to take place and any reasons for dissatisfaction to become clear. A period of reflection will take place – normally 10 working days and then a verbal decision will be given.

Should this decision prove unsatisfactory then a written report from the Client will be accepted within five working days of the issue of the verbal decision. This written complaint should be addressed to the Managing Director.

A period not exceeding 30 days will be allowed before a written decision will be submitted to the Client with a decision about the complaint.

Should this decision be further disputed then it is suggested that formal professional advice should be sought from both parties to achieve a resolution.

 

Staff Complaint procedure:

Complaints should initially be made in person to the managing director for a discussion to take place and any reasons for dissatisfaction to become clear. A period of reflection will take place – normally 10 working days and then a verbal decision will be given.

Should this decision prove unsatisfactory then a written report from the Staff will be accepted within five working days of the issue of the verbal decision. This written complaint should be addressed to the Managing Director.

A period not exceeding 30 days will be allowed before a written decision will be submitted to the Staff with a decision about the complaint.

Should this decision be further disputed then it is suggested that formal professional advice should be sought from both parties to achieve a resolution.

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Basepoint, Yeoford Way,
Marsh Barton, Exeter, EX2 8LB

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E-mail: info@qualitysafetytraining.co.uk

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