Complaints Policy

BIC is committed to providing a high quality service for all its learners, clients and
the community. Its policy is to welcome and to try to satisfy complaints from all who
use the College and to use the information to improve the services it offers.

The College will deal with legitimate complaints in a fair, prompt and objective
manner. Complaints will be dealt with without recrimination and learners will not be
disadvantaged by raising a complaint. Anonymous complaints will not be accepted.
However, all information is kept in strict confidence, shared only on a need-to-know
basis. College staff are expected to respond positively to complaints and to alert
learners or clients to the Complaints Procedure.

The College will be fair in its treatment of all those who complain irrespective of age,
gender, ethnicity and disability.

Complaints will be dealt with promptly and constructively. All complaints will be
dealt with in confidence but shared with any person who may be the subject of a
complaint. The outcomes of any complaint will be shared with the complainant and
any College staff involved. Complaints made which, on investigation, turn out to be
malicious, may result in disciplinary action.

The College Manager, as Complaints Officer, has overall responsibility for the
Complaints Procedure and may nominate another person to investigate the
complaint.

If the complaint is against the Principal or a College Manager then the Complaints
Officer will be the Managing Director of the College

Scope of Complaints Procedure

The Procedure deals with complaints arising from:

Delivery (or lack of delivery) of academic services or training including
teaching, course content, tutoring and learner support
Incorrect or misleading information about services provided by the College
Delivery (or lack of delivery) of support services provided by the College

Unacceptable behaviour by College staff

Support for those involved in a complaint

Support is available for all those involved in a complaint:

Representation: parent, guardian, friend, supporter, Learner Services and
Information

Guidance in understanding the procedure: College Manager

Support during the procedure: College Manager

Stage 1: Informal resolution of complaints

Most complaints should be able to be resolved by discussion between the
complainant and the appropriate member of staff. The complaint must be made
orally or in writing and the member of staff receiving the complaint should make a
response within 10 working days, orally or in writing. It is expected that staff are
tactful and courteous in dealing with a complaint. If the complainant is dissatisfied
with the response received, they should then be guided to using the formal
procedure.

Stage 2: Formal procedure

A formal complaint should be made in writing within 15 working days of an incident
or action from which the complaint arises, or from the date when the complainant
received an oral or written reply to an informal complaint . In exceptional
circumstances, a longer period will be considered. The complaint should be sent to
the College Manager.

The College Manager will carry out an initial assessment of the complaint within 5
working days. In most cases, complaints will be referred to the appropriate member
of staff. More serious or unusual complaints will be investigated by the College
Manager.

The College manager will carry out an investigation of the complaint and may
interview the complainant, the respondent, witnesses to the matter or events and
anyone they believe may have a role in establishing or disproving the complaint, as
necessary.

The Complaints Officer will record the outcome of the complaint and either arrange a
meeting to deliver the outcome or notify all those involved in writing as appropriate.
All outcomes will be confirmed in writing to all those involved.

If the complaint involves a learner, all learners will be encouraged to bring a
supporter to the interview. Vulnerable Adults and those under 16 years of age must
have the support of their care worker, or a person of their choice, who can act as
their advocate and the Principal must be informed.

If the complaint involves the Principal , the assessor will report their assessment to
the Dircetor who will decide on the appropriate action.

The formal complaint should be resolved within 25 working days of the receipt of
the original formal complaint. If it appears that a decision will not be reached within
the due period, those involved will be advised of the need for a longer period.

The Appeals Procedure

Either the complainant or the respondent may appeal in writing, stating detailed
reasons to the Principal within 5 working days of receiving written confirmation of
the outcome of the formal complaint. The appeal will be acknowledged within 5
working days and the Principal will review and notify the final decision in writing to
all those involved within 20 working days of receiving the appeal. If the College does
not resolve the appeal to the learner’s or client’s satisfaction, then the complainant
should contact:

ASIC