We are fully committed to providing the best possible experience on the course and we encourage open and honest communication throughout. Should you wish to make any complaints or raise any issues, please follow the procedure laid out below so we can find a positive resolution as quickly as possible. You may involve someone else to support you at any stage. If you need a sign language or community language interpreter, please let the person dealing with the complaint know and every reasonable effort will be made to provide it.
Stage One: Speak to the individual(s) concerned or to the Course Organiser and try to resolve the complaint informally on the day. If you are not satisfied with the response you have received, follow stage two.
Stage Two: Outline the details of your complaint by email and send it to the Course Organiser who will investigate the complaint. Your complaint will be acknowledged within 3 working days from the date it is received. The response will contain the following information:
- Name of the person who will investigate the complaint
- The date(s) that the incident happened
- What support you can expect to receive during the process of the complaint
- An expected response date
In fairness to all parties and to ensure the investigator is able to investigate the complaint in an open and meaningful way, we cannot guarantee your anonymity. In exceptional cases, however, where a vulnerable adult is involved, in accordance with national guidelines and good practice the identity of individuals at risk will be protected.
When the person(s) who are dealing with the complaint, have had an opportunity to review it, they will write to the tutor or person about whom the complaint has been made. The letter will outline the main elements of your complaint and ask for a full written response.
At this point, if further relevant information comes to light, you may be asked for your comments to ensure the investigator has a balanced understanding. When your response has been received, the investigator will consider all the information available to them and make a decision.
The response will include the following information:
- Details of the investigation
- A decision about whether the complaint was upheld or not
- The reason for the decision
- The re-dress, if appropriate, which will be offered to you, for example, an apology, additional help or directing you to other sources of advice or support
- Any other action that may be taken in light of the complaint
- If it is not possible to provide a full answer to your complaint within 30 working days, the letter will outline reasons why and give a date by which a full answer is expected.