COMPLAINTS PROCEDURE (Centre)

 

Dandelions seek to ensure that it deals with complaints from students in an ethical and respectful manner.

 

In the event of a student believing they have a legitimate complaint against a member of staff or aspect of the Centre, they should in the first instance raise this with the member of staff concerned as part of an informal complaints procedure.  The student should identify the issues about which they are dissatisfied and the outcome they are seeking and should communicate this in writing, via email or letter to the most appropriate member of staff (e.g. the Tutor concerned).

 

The informal complaint should be acknowledged within 10 working days and a full report should be provided within a calendar month.

 

If the complaint cannot be resolved at this stage, the following will apply.

 

1. The complaint should be put in writing to the Independent Person (IP).


2. The written complaint should detail the grounds for complaint and why any action taken at the informal level is inadequate.


3. The form of resolution or redress sought should be clearly indicated.


4. The I.P will work to investigate the complaint.


5. The subject of the complaint will be asked to answer the complaint in writing within 10 working days.  If it is regarding procedures or policies, these will be sent to the I.P for consideration.


6. The complainant may be asked to attend a meeting to clarify the issues.


7. The findings will be summarised and conveyed in writing to both parties within 28 days.

 


COMPLAINTS PROCEDURE (Internal Assessment)

 

 

In the event of a student believing they have a legitimate complaint against internal assessment, they should in the first instance raise this with a member of staff as part of an informal complaints procedure. The student should identify the issues about which they are dissatisfied and the outcome they are seeking and should communicate this in writing, via email or letter to the most appropriate member of staff (e.g. the Tutor).

 

The informal complaint should be acknowledged within 10 working days and a full report should be provided within a calendar month.

 

If the complaint cannot be resolved at this stage, the following will apply.

 

The complaint should be put in writing to the Internal Verifier (I.V).

 

The written complaint should detail the grounds for complaint and why any action taken at the informal level is inadequate.

 

1. The form of resolution or redress sought should be clearly indicated.

 

2. The I.V will work to investigate the complaint.


3. The subject of the complaint will be asked to answer the complaint in writing within 10 working days.

 
4. The complainant may be asked to attend a meeting to clarify the issues.


5. The findings will be summarised and conveyed in writing to both parties within 28 days.

 

Original Policy of Dec 2014 attached on 16.04.18