FE Learner Complaints Policy 2024/25

Introduction

The British Academy of Jewellery (BAJ) is committed to high standards of service and the quality of teaching and learning. BAJ’s focus at all times is to ensure learners have a positive and rewarding experience. However, it is accepted that learners may have complaints relating to their course or the services and facilities provided. BAJ takes such complaints seriously and will deal with them without recrimination and in a confidential manner in accordance with the policy.

What is a complaint?

A complaint is any concern or dissatisfaction with any aspect of the provision offered by BAJ.   Learners can raise complaints at any time either verbally or in writing. BAJ works with learners to resolve most complaints informally if possible.

Expectations

BAJ  will:

• Acknowledge receipt of the complaint within 2 working days.
• Listen and deal with the complaint reasonably, sensitively and respond within a stated period of time.
• Take follow up action where appropriate.
• Welcome issues being brought to its attention to prevent a possible recurrence of the problem.
• Provide feedback to complainants. 

The complainant will be expected to:

• Explain the problem clearly and fully, including any action taken to date.  
• Allow the Academy reasonable time to deal with the matter.  
• Recognise that some circumstances may be beyond the Academy’s control.  
• Recognise that complaints relating to learners and staff may be dealt with under other BAJ processes/procedures and are therefore out of the scope of this policy. The outcomes of these will remain confidential. 

Making a complaint

If you are dissatisfied with the service you have received then talk to a member of our staff or your tutor. If we are unable to resolve the situation, you will need to follow the procedure outlined in this document.

Early Resolution Stage

Learners are encouraged to contact the course coordinator or their tutor to resolve the issue informally if they have concerns that the standard of service received has fallen below that which might reasonably be expected.

Stage 1 – Making a formal complaint

Learners should write to the Academy using the complaints email address:  BAJComplaints@baj.ac.uk.  This should be done as soon as possible and within 28 days following the original event, action or issue causing dissatisfaction. Complaints from learners no longer attending the Academy  must be made within 3 months of their course completion date.

BAJ will acknowledge receipt of your complaint within 2 working days.

An  investigating officer will investigate your complaint [looking at whether your questions were answered, whether you suffered any detriment and what remedy would be fair and proportionate in the circumstances]. They will inform you of the outcome of their investigations and respond within 10 working days. The Investigating Officer may contact you during the investigation for further information.

Stage 2 – Requesting an internal review

If you are dissatisfied with the way the complaint was handled at Stage 1, and/or wish to pursue your complaint, you may escalate the complaint to the  Academy Vice Principal within 10 working days of receiving notification of the outcome from Stage 1.  

In considering the Stage 2 request  the complaint will not be reinvestigated but the Vice Principal or nominee will review whether:

• the correct procedures were followed at the previous stage;
• the outcome was reasonable;
• any new material that the learner was unable, for valid reasons, to provide earlier in the process is now available. 

At this stage you must also explain why you remain dissatisfied with the Stage 1 outcome of your complaint. You should identify one or more of the following grounds on which you are requesting the internal review, namely that:

•  relevant evidence has not been considered;
• regulations, policies or procedures have not been applied correctly;
• the reasons for the decision were not fully and clearly communicated;
•  there was bias;
• the decision made was not fair or reasonable in all the circumstances. 

The Vice Principal or nominee will inform you of the outcome of their review and respond within 10 working days. The letter will confirm the end of the Academy’s involvement with the complaint.

Stage 3 – Requesting an external review

If an internal resolution cannot be reached, you have the right to refer the complaint to the Awarding Body. The qualification awarding bodies such as SQA  might be able to assist you in the complaints procedure but it will be your duty to contact them and the academy will have no involvement in this process.

All candidates have the right to complain to SQA and other awarding bodies about assessment-related matters but not assessment judgements once they have exhausted their centre’s complaints procedure. Candidates on regulated qualifications can complain to The Office of Qualifications and Examinations Regulation (Ofqual)  once they have exhausted the centre and awarding body procedures.

Taking action on complaints

Complaints and grievances raised, will be collected, monitored and analysed by the quality team. This will feed into the organisation’s improvement plans as we are committed to high quality and learner satisfaction.

Originator:  Quality Manager

Issue: FE/CP_V10,2024

Approved: SMT September 2024

Review Date: August 2025