Students’ Complaints Policy and Procedure

Overview

This document aims to clearly set out the College of Accountancy and Management Studies (CAMS) procedures for resolving complaints by its student(s). Such complaints may be by a student(s) about the College or its staff or by a student(s) about another student(s).

The College is committed to treating all of its students in an open and fair manner and to provide access to a procedure that will lead to the quick resolution of any complaint raised by one or more of its students. 

Policy 

The College is committed to a policy of treating all its students and staff with respect and in an open and transparent manner. This seeks to establish a policy which: 

• provides an expectation on the College to achieve the highest standards of professionalism in its dealings with students;
• sets a duty on the College to follow all procedures required by external bodies or organisations with which the College is contracted;
• expects all students to treat their colleagues and staff with courtesy;
• recognises that the highest standards of behaviour are expected of all staff and students
• provides students with a mechanism for resolving  problems that occur;
• prevents the escalation of issues by dealing with problems promptly and professionally;
• develop and maintain a college culture which is self-critical, honest and transparent; 

The College will also work with its partners to learn and benefit from their procedures for resolving complaints.

Procedures for resolving complaints

In the majority of cases where students are unhappy about the way in which they have been treated or about any other aspect of their studies or life at the College, it is suggested that, in the first instance, they try to resolve the situation informally with their Tutor or Course Leader.  Where this is not possible and all other informal channels have been exhausted, the student should raise a formal complaint under the following procedure.

1. In the first instance, a formal complaint should be made in writing to the student’s Tutor or Course Leader. The written complaint should provide as much information as possible and should include a chronological statement of facts/events that led up to the complaint. The Tutor and/or Course Leader will then seek to resolve the complaint formally by investigating and convening a hearing as detailed in Points 3 to 7 below.
2. If the complaint relates to the way in which the Tutor or Course Leader has treated the student, the written statement should be sent to the Head of Academic Studies (HAS).  The HAS may suggest that the two parties continue to try to resolve the situation informally and support such conciliation.  However, once all informal avenues have been exhausted, the HAS will arrange a formal hearing. In the absence of the HAS, the Principal may nominate another Senior Manager to substitute for the HAS to hear the complaint.
3. Prior to this hearing taking place, it may be necessary for the person dealing with the formal complaint, or his/her nominee, to carry out some additional investigations.  Any relevant findings will be noted and the student will be sent a copy prior to the meeting in order that they can consider their response.
4. The person dealing with the formal complaint, will aim to conduct the hearing as soon as is reasonably possible - normally within 10 working days of receipt of the complaint.  The complainant will be invited to attend and should take all reasonable steps to ensure that he/she is able to do so.  If for any reasons they are unable to attend on the day stated, they should contact the College as soon as possible.  An alternative date will then be set. Should the student fail to attend the hearing, the College may decide to proceed with the hearing in the student’s absence. Should the complaint refer to another student and/or member of staff, they would also be invited to attend the hearing and state their case.
5. The person dealing with the complaint will chair the hearing and be responsible for its conduct. Should he/she feel that the hearing would benefit from being split into breakout groups to avoid unnecessary conflict, this may occur. The primary focus must be on resolving the complaint whilst maintaining transparency. They may also invite other people to attend if they feel this would facilitate resolution of the complaint.
6. Should they wish, an individual student may be accompanied by a fellow student. It would not be normal for the supporting student to have been involved in the complaint, either directly or as a witness in the investigation.
7. Following the meeting the student will be informed of the College’s decision in writing (within 5 working days) and will be informed of any action the College proposes to take. The College will also notify the student of their right to appeal should they remain dis-satisfied with the outcome of the hearing. 

Appeals

1.  If the student wishes to appeal, they should inform the Principal, in writing, clearly stating their reasons for doing so and why they believe the outcome of the complaints meeting was inappropriate.

2.  The Principal will arrange for an Appeal Hearing to take place, usually within 10 working days, and the student will be invited to attend.  They are expected to take all reasonable steps to do so.  However, if they are unable to do so, they must contact the College.  Failure to do so could result in the Appeals Hearing going ahead in the student’s absence.

3.  The Principal may hear the appeal in person or invite another member of the Senior Management Team to review the appeal.  They will consider the student’s appeal in light of the original complaint and the outcome that was reached.  Following the hearing the student will be informed of the Appeal Hearing’s decision in writing (within 5 working days).  This decision will be final.

4.  The outcome of the internal appeal hearing is final, subject to 5 below.

5.  If the student’s complaint applies to matters within the remit of an Awarding Body or an Organisation with which the College acts as a sub-contractor, they may continue the appeals process using the procedures of those bodies or organisations. 

Evaluation

The College is committed to monitoring the application of this policy and procedure on a quarterly basis. 

Revised January 2012