Complaints Procedure for Students
School of Business and Commerce is committed to providing a good quality service to all students within the School community. There may, however, be times when individuals may experience a quality of academic or service delivery which they feel falls short of the standard reasonably expected of the School. The School provides a simple, accessible procedure by which students can make their views known and receive an appropriate response, and which can help us improve service and procedures where appropriate.
The School defines a complaint as an expression of dissatisfaction with the standards of services provided by the School, or with the actions or any lack of action by the School, its agents, staff or students. A request for a new or different service or provision does not constitute a complaint but students are welcome to express their views on such matters to an appropriate manager. The complaints procedure may not be used to express complaints about individuals or organizations with which the School does not have a contractual relationship.
For the purposes of this procedure, the term ?student? means any registered student, applicant, or participant in a short course or Summer School programmer.
Informal Investigation
Every effort should be made to resolve the complaint informally with the individual who holds responsibility for the matter which is the subject of the complaint. Where the issue cannot be resolved at this level, the complaint should be raised with the Principal or Registrar, depending on the nature of the complaint. The Principal or Registrar will continue attempt to resolve the complaint on an informal basis to the satisfaction of all those involved.
Formal Investigation
It is important that these informal procedures are exhausted before a formal complaint is made. If an informal complaint has not been resolved by the Principal or Registrar within three working weeks, a formal complaint may be submitted in writing to:
The Schools Principal,
Station House
11 Mason Avenue
Harrow
HA3 5AH
The letter of complaint should set out brief details of the nature of the complaint, the informal efforts so far made to resolve it, an explanation of why the student continues to feel dissatisfied, and an indication of the redress or resolution which is desired. Any documents or correspondence relevant to the complaint should be enclosed. Students are advised to keep copies of all correspondence and accompanying documentation.
Complaints relating to matters which occurred more than six months previously will not normally be considered. Complaints concerning matter of academic judgment are outside the scope of this procedure and will not be considered.
The School Principal will acknowledge receipt of the complaint within ten working days.
Depending on the nature of the complaint, the School principal or registrar will assign it for investigation to an appropriate member of the
School staff not previously involved in the informal investigation. The letter of acknowledgement will provide the name and position of the investigator and an indication of the timescale in which a formal response can be expected. In the event that the investigation takes longer than expected, a further letter will be sent which will indicate the revised timescale.
Students are advised that copies of correspondence and accompanying documents will be made available to the investigator and possibly also to staff assisting or providing information to him or her. Confidentially will, however, be maintained as far as is consistent with a proper investigation of the complaint. The investigator will be mindful of the need to protect the interests of any staff or students who may be the subject of a complaint. If you do not wish a particular member of staff to see any correspondence or documentation, you should make this clear in your letter of complaint, together with the reasons for the request.
The investigator will be responsible for undertaking a full and fair examination of the issues raised in the complaint, with due regard to the scale and seriousness of the complaint.
The investigator may determine who, if anyone will be interviewed during the course of the investigation and from whom any written submissions will be sought. Students will not normally be invited to present a complaint in person. At the end of the investigative process, the investigator will provide a short report of his/her findings to the School Principal and Director.
The School of Business and Commerce will send the investigators report to the student and will maintain a formal record of the complaint and its outcome. Should the investigator uphold the complaint, in full or in part, SBC will provide information as to what action will be taken by the School.
Review of Investigation
Where a complaint is not upheld, students have a justify of appeal against the findings. Appeals must be made in writing to the School of Business and Commerce within ten working days of the date of the letter detailing the outcome of the complaint.
PROCEDURES - COMPLAINTS PROCEDURE FOR STUDENTS
An appeal may be based on:
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a challenge to the findings of fact
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a claim that the procedure has been implemented improperly
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new evidence or information not available at the previous stage
The grounds for the appeal should be set out in the letter. Appeals not based on one or more of these grounds will not be considered.
Depending on the grounds for appeal, SBC will either refer the matter back to the original investigator for further consideration, or will he/she review the findings of the investigation or ask another senior member of staff to do so. The
School will provide the appellant with the name and position of the reviewer and an indication of the timescale in which a formal response can be expected. In the event that the review takes longer than expected, a further letter will be sent which will indicate the revised timescale.
Following the review, the Director of SBC will make the decision known in writing to the appellant. This decision shall be final.
Where a complaint has been upheld, but the student is dissatisfied with the action proposed by the School, the student should write to the Director of SBC to explain the reasons and to make any alternative proposal. The Director of SBC shall at his/her absolute discretion refer the alternative proposal either to the original investigator or to another senior member of staff for consideration and will inform the student of the outcome. This decision shall be final.
The SBC Principal shall be responsible for keeping a full record of all formal complaints and associated records.
Assessment of Academic Performance
The fact that a student has made a complaint shall not in any way prejudice the assessment of his or her academic performance. A student who has made a complaint and is concerned that this has adversely affected the assessment of his or her coursework or examination may request that the work is reviewed by an external examiner.
Such a request must be made to the Registrar at least ten days before the first formal examination or the submission date for the last coursework assignment, whichever is the earlier, in the term in which the complaint was first raised. The letter must state:
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the students name and student reference number
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the course and level on which the student is registered
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an address for correspondence
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the nature of the complaint made, together with copies of the
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correspondence about it
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the reason for the
students belief that his or her assessment may have
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been adversely affected
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The external
examiners decision on the marking of the work shall be final.
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