Policy Overview

The complaints policy and procedure is designed to assist students who have perception of unfair and/or unlawful treatment.

A student is defined as any person enrolled for full or part-time courses with the Institution.

Please note that it is generally beneficial to the student to discuss the problem with institution personnel prior to filing a formal complaint.

Russbridge Academy personnel are available to advise students. Students should not hesitate to contact a faculty member, Head of the Department or any other member of staff, if they require assistance in the application of this policy.

Objectives of complaints system

This complaints procedure is based on the principles of fairness and thoroughness.

It is intended to be:

• Simple and easy to understand;
• Well publicised and easy to access;
• Prompt and effective.

It will be monitored and reviewed on a regular basis.

Response to a complaint
The Russbridge Academy will respond to any dissatisfaction with its services fairly and promptly:

• An initial response will be provided within 10 working days;
• A further more detailed response will be made if appropriate;
• You may be offered a meeting with the parties involved if appropriate;
• You may appeal to the Principal if you are dissatisfied with the outcome.

Information on how to take the complaint further will be provided if you are not satisfied with the Russbridge Academy’s response.

Complaints Policy
Anyone not satisfied with the level of service provided by Russbridge Academy should feel able to approach relevant staff to address their concern promptly and directly.

Every attempt should be made to resolve complaints informally through a dialogue with those immediately concerned.

The role of staff members
All staff members have a responsibility for:

• Receiving complaints;
• Treating them seriously;
• Dealing with them promptly and courteously;
• In accordance with the procedure set out below.

The role of members of the Management Team and Administrator
All members of the management team have a responsibility for resolving a complaint where possible and leading or contributing to an investigation into a complaint when this is considered appropriate.

The role of the Head of Academic Administration
Head of Academic Administration is responsible for resolving complaints which have reached the appeals stage, and may nominate an Administrator who has not been involved in the complaint to investigate.

Procedures for implementing the Complaints Policy

Stage 1
Concern or dissatisfaction should be raised in the first instance with the person or area concerned as soon as possible and not later than within six weeks of the incident. This may be a student’s tutor or other member of staff. The member of staff dealing with the complaint should make every reasonable effort to resolve the complaint promptly at his/her level.

If a complaint is about a member of staff it should be referred to their Head of the Department. Verbal complaints to Reception and staff in public areas should be referred to the Head of the Department based on the subject of the complaint.

If the member of staff is unable to resolve the issue, the complaint moves to stage 2.

Stage 2
If the member of staff cannot resolve the issue they should refer it to Management Team Leader, Head of the Department or Head of Academic Administration for investigation.

Other staff members including Administrators may become involved in resolving the complaint if necessary. 

If appropriate, a meeting will be offered between the complainant and other parties involved to arrive at an agreed resolution.

The member of staff dealing with the complaint will investigate and decide to:

• Dismiss the complaint as unfounded, giving reasons.
• Propose an amicable settlement.
• Uphold or partially uphold the complaint
• Offer an apology;
• Take appropriate steps to address the issue;
• And take action to avoid a similar problem arising in the future.

All complaints should be dealt with as quickly as possible. As far as possible an initial response will be given within 10 working days and a further more detailed response provided where appropriate. 

Appeals:
If a complainant is dissatisfied with the response to their complaint they may appeal in writing to the Head of Academic Administration.

The Head of Academic Administration’s nominated representative will investigate the complaint and will decide to:

• Dismiss the appeal against the result of the complaint as being unfounded;
• Refer the complaint back to an area and propose an amicable settlement;
• Uphold or partially uphold the appeal against the result of the complaint
• Offer an apology
• Recommend appropriate steps are taken to address the issue
• And take action to avoid a similar problem arising in future.

The decision of the Head of Academic Administration is final and the complainant will be advised in writing of the outcome within 5 working days of the Russbridge Academy Ltd receiving the appeal.