This procedure is the mechanism for students to raise concerns or complaints about the College’s services or College members. The aim is to prevent unnecessary delay, whilst ensuring a full and fair assessment of the circumstances of any individual complaint.
1. Informal Stage:
All efforts should be made by members of staff and the students in order to resolve the complaint locally. However, if the complaint is not resolved at this stage, students should complete the complaints form in all cases. All formal complaints should normally be made within twenty-one (21) days of the alleged incident, matter, or concern. Students must provide evidence to support any allegations they make. Where a student fails to provide evidence to substantiate their allegations, the College reserves the right not to proceed with the complaint to the
formal stage of the procedure.
2. Formal Stage – (a) for general complaints:
The student should write to the Administrator outlining the reasons for their complaints and explaining why this should be progressing to the formal stage within 14 days of receipt from the response of the informal stage.
A committee will normally be convened within twenty-eight (28) days of the request for the complaint and will act as the final arbiter in the matter after considering all the opinions.
3. Formal Stage – (b) for complaints against members of Staff:
The student should write to the administration outlining the reasons for progressing their complaints to the final stage within 14 days of the response from the first stage.
An Investigating Officer will be appointed to deal with the matter. The facts of the matter will be identified through the evidence provided. The Investigating Officer will act as the final arbiter in the complaint. The student will be notified of the decision and the procedures that were followed to make the final decision. See the flowchart overleaf.
This policy will be reviewed annually to ensure it remains effective and up to date.
APPENDICES:
Students’ Complaint Form
Published Date : November 2023
Reviewed By : Salma Ali
Date of Review : September 2024
Date of Next Review : July 2025
Salma Ali
Principal