Student Complaints Procedure 

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.

 

 

 

Student to raise a concern within 5 working days of issue arising

Stage One

Preliminary procedure

Stage Two 

Written Complaint to Tutor

Stage Three

Written Complaint to the Director

Acknowledgement of complaint from the student Staff to respond normally within 10 working days Normally within 10 working days of the receipt of the student complaint form Normally within 10 working days of the receipt of the student complaint form
Contact with the student and relevant staff.
Notification of the decision to the student
Normally arranged and student informed within 30 working days Normally arranged and student informed within 30 working days Normally arranged and student informed within 30 working days
Referral to the next stage If the student wishes to proceed to the next stage, they should do so within 5 working days of receipt of the decision If the student wishes to proceed to the next stage, they should do so within 5 working days of receipt of the decision Completion of Procedures (COP) letter issued to the student. If the student wishes to request a review from the OIA they should do so within 5 working days from the date of issue of COP letter

 

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.