Complaints Policy
1. Introduction and Context
The Complaints Policy is intended to bring matters of concern to
the attention of the Academy , and facilitate the timely investigation and
addressing of these concerns. The process provides welcome feedback to help the
Academy improve.
2.
Principles and Scope
1 This policy is for
use by students, apprentices, parents/carers of under 18s, employers, former
employees, clients and the general public.
2 Complainants may
appoint a representative to deal with matters (including any responses) on
their behalf – for example a parent or guardian. This will need to be confirmed
by the complainant in writing or, where necessary, using an alternative method
of communication.
3 This policy aims
to be simple, clear and fair to all parties involved.
4 No complainant bringing
a complaint under this policy will be treated less favourably by any member of
staff. If there is evidence to the contrary, the member of staff may be subject
to disciplinary proceedings.
5. All Complaints
MUST be sent by email to :Admissions@oxfordea.uk
3.Eligibility
This policy applies
to all students enrolled to an education course at Oxford Elite Academy .
4.Collective
complaints
Where issues raised in a complaint affect a
number of students, those students can submit a ‘group complaint’. Where this
happens, and in order to manage the administration and progression of the
complaint, we will normally ask the group to nominate one student to act as a
group representative.
5.Investigate
The Chief Operations
Officer or Chief Administrative officer will assign a Manager or representative
to investigate the formal complaint. The Investigating Manager will update the
complainant with the findings of their investigation. During this stage, you
may be contacted for further information or may be invited to meet with the
Investigating Manager. Where the complainant is invited to attend a meeting, a
member of staff may accompany by a friend or relative or in the case of a
student them, but the accompanying person will not normally take an active part
in the meeting. Legal representation is not permitted without the College’s
knowledge or consent.
6.Outcome
Following the
investigation, the Investigating Manager will respond to the complainant within
twenty working days, unless otherwise advised. If you are a HE student and are
not satisfied with the outcome of the investigation into the complaint, you may
access Stage 3 of the Complaints Procedure. At the conclusion of this
procedure, you will be issued with a Completion of Procedures (CoP) letter by Oxford
Elite academy, which will allow you to then refer your complaint to the Office
of the Independent Adjudicator (OIA), should you wish to proceed further and/or
are still unhappy with the outcome of your complaint.