COMPLAINTS PROCEDURE

COMPLAINTS PROCEDURE

Complaints by Learners regards programme delivery

If a learner is dissatisfied with the service that they have received whilst working towards their qualification, then there is a formal complaints procedure that they can follow.

 

This is not to be confused with the appeals procedure, which is for an appeal against an assessment decision made by an assessor.

(1)  detail the issues in writing to the Programme Manager.

(2)  an acknowledgement of the complaint will be sent out within 5 working days of receipt and a formal response will be completed within 10 working days.

The Managing Director of STUDY IN LONDON LTD will be informed of your issues to allow corrective and preventative actions to be taken.

 

Actions are then reviewed at regular management meetings to analyse the effectiveness of the actions taken and decide whether further corrective action is required.

Safeguarding & Equality and Diversity Complaints against Staff

If a complaint is made against a member of staff with regard to an allegation of them undertaking any form of abuse, either through safeguarding or through equality and diversity, the member of staff will be suspended from their role and interviewed within 48 hours of receipt of the complaint, actions taken thereafter will be determined by a full review of each and every individual circumstance fairly and within safe recruitment guidelines and with referral with other agencies as necessary.