Complaints Policy
1. Purpose
The purpose of this Complaints Policy is to establish a clear and accessible process for learners and stakeholders to express concerns, grievances, or dissatisfaction with any aspect of their experience with UK Learning Hub. This policy aims to ensure that complaints are handled promptly, fairly, and constructively.
2. Scope
This policy applies to all learners, staff, partners, and other stakeholders associated with UK Learning Hub.
3. Definition of a Complaint
A complaint is defined as an expression of dissatisfaction or concern regarding any aspect of the services, programs, or interactions provided by UK Learning Hub.
4. Informal Resolution
Before filing a formal complaint, individuals are encouraged to seek informal resolution by discussing the matter with the relevant staff or faculty member. Many issues can be resolved through open communication and dialogue.
5. Formal Complaint Process
a. Submission: If an issue cannot be resolved informally, a formal complaint may be submitted in writing to the Complaints Officer within 14 calendar days of the incident or issue.
b. Content: The written complaint should include a clear description of the issue, relevant details, any supporting documentation, and the desired resolution.
c. Complaints Officer: The Complaints Officer is responsible for receiving, recording, and overseeing the resolution of complaints. The Complaints Officer may be contacted at support@uklearninghub.co.uk
d. Acknowledgment: The Complaints Officer will acknowledge receipt of the complaint within 7 working days.
e. Investigation: An impartial investigation will be conducted to gather relevant information, involving all parties as necessary. The Complaints Officer may consult with appropriate staff or faculty members.
f. Resolution: The Complaints Officer will communicate the outcome of the investigation to the complainant in writing within 28 calendar days of the complaint acknowledgment.
6. Appeal Process
If the complainant is not satisfied with the resolution, they may appeal in writing to support@uklearninghub.co.uk within 5 calendar days of receiving the outcome. The appeal will be reviewed by an independent appeals panel, and a written decision will be provided within 28 calendar days.
7. Recordkeeping
Records of complaints, investigations, and resolutions will be maintained for a minimum of 2 years.
8. Continuous Improvement
UK Learning Hub will use the insights gained from complaints to identify areas for improvement and implement changes to prevent similar issues from arising in the future.
9. Confidentiality
All information related to the complaint will be treated with confidentiality to the extent permitted by law.
10. Review of Policy
This policy will be reviewed periodically to ensure its effectiveness and may be revised as necessary.
This document is subject to change, and any amendments will be communicated to all relevant parties.