Complaint Policy

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PURPOSE

The Centre strives for excellence in the services it offers. However, it accepts that, on occasions, individuals may feel the need to raise a complaint or concern. Passion Learning Centre’s (PLC) complaints policy and procedure is designed to ensure that anyone who is entitled to and wishes to make a complaint about any service or lack of service is dealt with in a fair, effective, and timely manner.  

PLC is committed to investigating and resolving complaints fairly, quickly, and respectfully using this policy, which is based on the Office for the Independent Adjudicator’s Good Practice Framework and the Quality Assurance Agency’s UK Quality Code, Advice and Guidance: Concerns, Complaints and Appeals.

OBJECTIVES

The Centre strives for excellence in the services it offers. However, it accepts that, on occasions, individuals will feel the need to complain. The Centre will ensure that a set of procedures exists to deal speedily with such complaints in a fair and equitable manner. 

The intention behind the Complaints Procedure is to: 

•       ensure complaints are handled fairly and resolved promptly.

•       improve the service the Centre provides to learners.

•       clarify the procedures for handling complaints.

•       ensure and encourage that the procedures are sensitive to issues of confidentiality.

•       encourage students to seek means of resolving problems without further or more formal procedures. 

•       provide where appropriate means of recording both the nature of complaints and the effectiveness of their resolutions. 

•       encourage a regular process of monitoring and reviewing records within the quality assurance framework. 

SCOPE

A complaint is an ‘expression of dissatisfaction that relates to a specific query about an aspect of experience of the provider and requires a formal response’.

This policy applies to any student enrolled on, or recently enrolled on, a Higher Education programme of study with Passion Learning Centre. This policy may also be used by applicants to academic programmes at PLC.

Complaints can relate to any aspect of the student experience; however, this complaints policy should not be used to request a review of a decision on academic progress. For appeals against academic decisions please use the PLC Academic Appeals Policy.

The possible outcomes from an academic complaint include: 

• an apology and/or appropriate redress. 

• a correction of any error 

. conciliation

• an improvement in services.

RESPONSIBILITIES

Responsibility for the management and implementation of this policy and procedure lies with the Head of the Centre, the Student Support Officer, and Quality Nominee. 

The Centre makes sure that these staffs are trained to handle all complaints effectively.

THE COMPLAINTS PROCEDURE

It is the aim of Passion Learning Centre Ltd (PLC) to provide a quality service by working in an open and accountable way that builds the trust and respect of all our students and staffs. 

We recognise that many concerns will be raised informally and dealt with promptly and quickly. Our aims are to resolve informal concerns promptly and enable mediation between the complainant and the individual to whom the complaint has been referred. An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed. 

The organisation’s responsibility will be to ensure that all complaints are handled fairly, consistently and resolved promptly acting where appropriate. A complainant’s responsibility is to bring their complaint, in writing, to the organisation’s attention as soon as reasonably possible or raise concerns promptly and directly with a member of staff in PLC, explaining the problem as clearly and as fully as possible, including any action taken to date and allowing the organisation a reasonable time to deal with the matter. It is also important to recognise that some circumstances may be beyond the organisation’s control. 

Complaints can be made in person, telephone or by email using a hardcopy complaint form at Passion learning Centre, Sugar Mill, Office  Oakhurst Avenue, Leeds, LS11 7HL.

Tel: 01133226523

By email: to complaints@passionleraningcentre.co.uk addressed to the PLC’s Complaint Officer.

Our 4 stage approach is outlined below.

Stage 1 – Early resolution 

This process is to address concerns at a local level, anyone who has an issue with a person or procedure relevant to the organisation is able to seek and discuss their concerns. It is common for this resolution to be carried out before the person escalates the matter into a formal complaint. 

This discussion can be carried out face to face, with an appropriate member of staff or respective third-party conciliator to deal with the matter. 

A standard turnout to resolve the matter is within 5 working days of it being raised by the person.

Stage 2 – Formal Complaint Level 1

This process begins when a person has decided to put forward their concerns in writing to the designated complaints teams or passed on from the responsible member of staff. This may follow an early resolution meeting with an appropriate person at the institution where the person remains dissatisfied and wants to initiate the formal process.

Upon receipt of the written complaint, the Student Support Officer may subject to the nature and intensity of the complaint escalate this directly to Level 2 or 3 in the complaint process for a quick resolution.  If the complaint is towards the Student Support Officer, then the written complaint will be redirected to the Head of the Centre contact@passionlearningcentre.co.uk, who would look to take forward the complaint through the formal process.

This stage will include a formal meeting where the following is likely to be identified/undertaken:

•       Whether early resolution was attempted, if not, then the matter should be referred to the early resolution stage if possible.

•       Whether this matter is a complaint or relates to an academic appeal, if the latter, the case may be referred to or escalated to the academic appeals procedure.

•       Collecting all necessary evidence tied to the matter and putting in place a plan to hold any other formal meetings with staff members and other person(s) as required.

•       Identifying what support and assistance could be put in place for the person to take the matter forward.

•       Understanding the expected outcome, the person is hoping for and whether this can be achieved.

All discussions taking place at the formal meeting will be recorded in writing for record purposes. Following the meeting, the complainant will be updated with the proposed actions to be taken.

We work towards producing a response within 5 working days from the date of formal meeting. In some cases, this may take up to 10 working days. The written communication will set out the outcome for the complaint and if the complaint is rejected at the initial evaluation; reasons will be outlined with clear explanations provided. The decision will also include information on:

•       The complainant’s right to take the complaint forward to the Level 2 in the formal complaint process within 5 working days from date of being notified of outcome.

•       Outlining the appropriate procedure

•       Which grounds they are able to escalate the matter

•       Support available to them should this be required.

If the complainant does not escalate the complaint to Level 2 within the timeframe, we notify them confirming closure of the matter in writing known as a Completion of Procedures letter.

Stage 3 – Formal Complaint Level 2

If the complainant is dissatisfied about the outcome of their complaint, they may appeal the decision for a review. The decision can be appealed by speaking to the Student Welfare Officer handling the complaint until now. This stage will involve allocation of a member of staff who has not been involved in any previous stage during the complaint. A committee would be chaired by the Head of the Centre. 

If the complaint is towards the Head of Centre, then the necessary individual will not be invited to participate in this committee to mitigate conflict of interest.

During this stage, the following will be considered:

•       Procedures were followed appropriately during Level 1

•       Reasons have been clearly provided to the complainant on why the outcome was decided as rejected.

•       The provided outcome is reasonable considering all circumstances.

A complainant wishing to provide new evidence to support the complaint must provide valid reasons for not supplying this earlier.

A follow up formal meeting may be held at this point with the complainant where they may be accompanied, and evidence submitted previously will be reconsidered. The complainant will be notified of the outcome in writing within 5 working days. 

The decision at this stage will be final. At the end of the complaints process, all records of complaints will be securely retained to ensure confidentiality and a clear audit trail.

Stage 4: Formal Complaints Level 3

If the complainant is still dissatisfied following the outcome of Stage 3 – Formal Complaint Level 2, they are entitled to address their complaint to the appropriate adjudicating committee. The members of this committee include the Managing Director, Chairman of the Board, and an external independent member.

At PLC we always provide fair opportunity to our students to escalate any unresolved and/ or unsatisfactory outcome to relevant funding agencies and awarding body. All relevant contact information is provided below. 

After exhausting the process above, If the complainant is still unsatisfied and wishes to take the complaint further, subject to the nature of the complaint, they can reach out to one of the following organisations.

Office for Students (OfS) - Complaints about a university or Centre - Office for Students 

https://www.officeforstudents.org.uk/

Office of the Independent Adjudicator (OIA) - How to complain to us – OIAHE https://www.oiahe,org,uk

Pearson 

https://www.pearsonclinical.co.uk/campaigns/feedback-and-complaints.html

MONITORING AND REVIEW

The Centre will maintain confidential records of all complaints that are dealt with. Data on the numbers of complaints and issues involved will be held but not the names of the individuals or specific courses involved.

The Head of Centre will receive a periodic report from the respective Managers of complaints made and their resolution. These reports will be shared regularly, ensuring that the Head of Centre is informed about the status of complaints and the actions taken to address them.