Purpose of this Policy
Bauer Academy is dedicated to providing the best possible learning experience and support for all. We are committed to providing a high-quality service, working in an open and accountable way that builds the trust and respect of all learners, staff and partners. This means having a clear, fair, and efficient procedure for dealing with any complaints or concerns that arise as swiftly and effectively as possible.
Our aim is to take account of all opinions, both positive and complimentary feedback, as well as taking seriously any areas of concern or dissatisfaction, which may result in a formal complaint.
One of the ways we continue to improve the service we offer across all academy delivery is by listening and responding appropriately to all concerns or complaints in a timely and positive manner. Therefore, we regularly review and update our complaints policy/ process to ensure:
Complaints Process and Appeals Procedure
This document explains that procedure, and the steps that it outlines should be referred to and followed by all Bauer Academy learners/staff if an issue arises that causes them concern. If it becomes necessary to alter the time limits and deadlines set out within this procedure, you will be advised accordingly, given an explanation and provided with revised timescales.
All academy staff are aware of complaints procedures and expected to review this document regularly in order that they are familiar with our process of dealing with complaints and can be of the most assistance when an issue is brought to their attention.
Stage 1 – Informal
If you have a concern you should initially inform your tutor or a member of staff either in person, over the telephone or in writing. The majority of issues will, and should, be resolved informally. The complainant should raise their concerns with the member of staff who has direct responsibility for the matter in question, to try to achieve a satisfactory resolution (and not later than 1 week after the incident). If appropriate, a meeting will be offered between the complainant and a member of staff to arrive at an agreed resolution.
If a learner is apprehensive about approaching their tutor with their complaint then they can contact the Head of Learning or Quality Manager (contact details are in the learner handbook).
All complaints are logged internally and a report of complaints and improvements made are reported back to the Senior Management Team.
If the complainant does not feel that their concerns have been addressed by the member of staff with direct responsibility, then they can make a formal complaint, Stage 2.
Stage 2 – Formal
If the candidate feels that the complaint has not been resolved to their satisfaction through the informal complaints process then they have the right to appeal. The next stage would be to make a formal written complaint with any supporting evidence attached to the Senior Management Team (SMT, contact details in the learner handbook).
On receipt of the written complaint/appeal Bauer Academy will respond in writing within 5 working days. The complainant will be informed in writing of the steps we are taking to investigate and that they will receive further information within 15 working days of our findings and any actions taken. Bauer Academy will compile a report and record any required improvements that may be identified from our investigations. In exceptional cases this may not be possible and the investigating manager will inform the complainant of the reason for the delay, giving a fixed timescale for the anticipated date of resolution.
As part of our internal quality assurance, all improvement measures will be cascaded through training/team meetings with all academy staff and management.
Bauer Academy is committed to providing high quality learning programmes and takes all complaints or appeal requests seriously and responds in a timely, appropriate manner. Any complaint or appeal received will be investigated fully and linked to Bauer Academy polices and the awarding body requirements.
If at the end of stage 1 and 2 the complainant is still unhappy with our resolution then they can contact the Director of Bauer Academy in writing. Any complaint or appeal received will be investigated fully and linked to Bauer Academy polices.
Any compliants or concerns can be raised via firstname.lastname@example.org or through a member of the Senior Management Team.
Reviewing an Assessment Decision The complaints procedure should not be used to request a review of an assessment decision made by an Assessment Board or Panel. Students who feel they have suitable grounds should use the appeals procedures of the relevant awarding body.
Our current policy was reviewed and signed-off by Courtnay McLeod on 18th September 2018.