Concern or complaint procedures

A concern or complaint can be made in person or in writing.
Any concern or complaint that you might have can be raised firstly with your team teacher but can also be raised with any other teacher.

If by any chance the issue you have raised remains unsolved, you can write a complaint and request a meeting with the school’s Principal. A complaint must include the following: your name and details; details of your complaint (as well as dates and full description), including whether you have spoken to anybody at the school about it; what actions you feel might resolve the problem at this stage.

Your complaint will then be read and assessed by the Principal.
To resolve a complaint we may offer one or more of the following:
• an explanation
• an admission that the situation could have been handled differently or better
• an assurance that we will try to ensure the event complained of will not recur
• an explanation of the steps that have been or will be taken to help ensure that it will not happen again, and an indication of the timescales within which any changes will be made
• an undertaking to review school policies in light of the complaint
• an apology.

The complainant will receive a more effective response to the complaint if they:
• explain the complaint in full as early as possible
• co-operate with the school in seeking a solution to the complaint
• respond promptly to requests for information or meetings or in agreeing the details of the complaint
• ask for assistance as needed
• treat all those involved in the complaint with respect
• refrain from publicising the details of their complaint on social media and respect confidentiality.
Hopefully, you will not need to go through this procedure of making a formal complaint. At CICD students and teachers always go for solving problems together in a just and fair manner.
If this procedure fails you can move on to complain to BAC –
“BAC has a formal student complaints procedure for all our accredited providers. Our complaints procedure is covered in our Accreditation Handbook. We will try to help you to resolve your dispute with a BAC-accredited provider, but there are some things that you will have to do before we can take up your case.

Please read the following important information if you wish to make a complaint against an accredited institution.
First, you need to show that you have tried to resolve your complaint through your provider’s complaints procedure. The management of the provider may wish to respond to and/or address your concerns. You will be in the strongest position if your complaint is made while you are enrolled. If you leave and then complain, you may be more likely to experience difficulties securing prompt responses from the provider. Also, it would be wise to consider any visa conditions prior to leaving.
You need to show that you have read the provider’s Terms and Conditions in relation to your complaint, and that you have made a satisfactory effort to try and resolve your complaint with the institution directly.
BAC can only pursue a complaint if you provide us with written and signed authorisation to do so. Formal letters of complaint should be posted to BAC’s London office.
BAC will only consider complaints which are directly relevant to the standards for accreditation (see the Accreditation Handbook for details).

Before submitting your complaint to BAC, please ensure that you have included the following:
1. A full description of all circumstances leading to the complaint being made.
2. A signed statement indicating that you authorise BAC to contact the institution on your behalf.
3. All documentation relating to the complaint being made, including, but not limited to:
-  enrolment letters
- any receipts for payments made to the institution
- any visa letters sent and received (if relevant to the complaint)
- any correspondence between you and the institution which relates to this complaint (this should include documentary evidence that the provider’s own complaints procedure has been used and exhausted)
- the provider’s terms and conditions and/or refund policy, if you have access to this
- Any other relevant documentary evidence
N.B. Please ensure that you retain copies of all submitted documents as it will not be possible for BAC to return them.
Please note that BAC will be unable to take action on any complaints without first receiving the above. Also, please see the Accreditation Handbook (https://www.the-bac.org/uk-accreditation/accreditation-handbook/) for a number of additional circumstances under which BAC will not involve itself in a complaint.” –

The British accreditation Council website: www.the-bac.org