Complaints

Policy Objective: 

The purpose of this policy is to outline the process and procedures for handling complaints from students enrolled on a self-directed study programme with Learning People. Our aim is to ensure that all complaints are dealt with promptly, fairly, and effectively, providing a clear pathway for resolution and continuous improvement of our services.

We are committed to providing a high-quality educational experience. We recognise that, occasionally, issues or dissatisfaction may arise. This policy is designed to ensure that:

• All complaints are treated seriously and addressed promptly.
• The complaints process is transparent, accessible, and fair.
• Feedback from complaints is used to improve our services.

 

Scope:

This policy applies to all current students, prospective students and graduated students who have or have planned to enrol onto a self-directed study programme with Learning People. It covers complaints related to the learning content, technical issues, service delivery, and any other aspect of the students experience.

 

1 | Definitions

Complaint: An expression of dissatisfaction by a student related to the services provided by Learning People, including but not limited to course content, delivery, technology, support, or administration.

Complainant: The student or person on behalf of the student making the complaint.

Resolution: The process of investigating the complaint and providing a fair and reasonable outcome to the complainant.

Summary Resolution: Your complaint will be classed as this, if your SCC has been able to provide a resolution to your complaint that addresses your concerns within 72 working of your raising the complaint.

StudentCare Consultant (SCC): Your main point of contact throughout your study programme, starting from your first check-in with StudentCare.

Customer Resolution Advisor: Working within our resolution team, the Customer Resolution Advisor works to ensure that all student complaints are fully investigated and a resolution is provided that is fair, equitable and impartial.

 

2 | Privacy Statement

Information Sharing: The details provided in your complaint will generally be shared only with individuals directly involved in investigating your complaint and in determining the appropriate resolution.

Data Retention: Information within the complaint will be retained in accordance with Learning People’s data retention schedule. Anonymised data may be kept for longer to improve processes and training.

Safety Concerns: If your complaint indicates potential safety risks to yourself or others within the Learning People community, the information may be shared as necessary to address those concerns.

 

3 | Complaint Handling Procedure

3.1 | Informal Resolution

Communication: Complainants are encouraged to raise their concerns informally in the first instance, by contacting their dedicated SCC who may be able to provide an appropriate resolution.

Response Time: A resolution should be provided by your SCC within 72 working hours, we would class this as a Summary Resolution. In cases where the SCC was unable to resolve within 72 working hours your complaint would be referred to a Customer Resolution Advisor and would follow our formal complaints procedure.

3.2 | Formal Complaint Process

If the complainant is not satisfied with the summary resolution provided by the SCC or the complainant prefers to lodge a formal complaint directly, they should follow the steps below:

Submission:

• Complaints should be submitted in writing by emailing [email protected]
• The complaint should include the complainants name, contact details, the course they are studying and a detailed description of the issue and any relevant supporting documents.

 

Acknowledgement:

• The complaint will be acknowledged within 72 working hours of receipt.

 

Investigation:

• The complaint will be assigned to a Customer Resolution Advisor, who will conduct a thorough investigation of the complaint.
• The Customer Resolution Advisor will contact the complainant for further information or clarification of points raised if needed.

 

Resolution:

• In all cases we will provide a resolution in writing via a final response letter within 8 weeks of the complaint being acknowledged. If more time is needed, the complainant will be informed and given an estimated timeframe for resolution.
• The final response letter will include the findings of the investigation and any proposed actions to resolve the complaint.

 

3.3 | Appeals

Submission:

• If the complainant is not satisfied with the resolution provided by the Customer Resolution Advisor, they can submit an appeal within 10 working days of receiving the final response letter.
• Appeals should be submitted in writing to [email protected]

 

Review:

• The appeal will be reviewed by the Head of StudentCare who will not have been involved in the original investigation.
• The review will be completed within 10 business days of receipt of the appeal.

 

Final Decision:

• The outcome of the appeal will be communicated to the complainant in writing. This decision will be conclusive and not subject to further appeal within Learning People.

 

4 | Continuous Improvement

Feedback from complaints will be analysed regularly to identify trends and areas for improvement. This information will be used to enhance the quality of our services and prevent similar issues from arising in the future.

By adhering to this policy, Learning People commits to providing a fair, equitable and impartial resolution to students express dissatisfaction with any part of the services provided by Learning People, ensuring they can continue and complete their study programs successfully.

 

Last date updated: July 2024

Policy owner: Learning People