Complaint – a Grievance, Problem, Difficulty or Concern
Birmingham Security College recognises the importance of learner complaints and welcomes complaints
as a valuable form of feedback about its services. We are committed to using the information we receive to help drive forward improvements.
This procedure outlines the aims of Birmingham Security College in dealing with complaints and sets
out what you as the customer can expect when making a complaint regarding a service.
A complaint is a way of letting us know that you are not happy with a particular service. We welcome your feedback. A complaint may be about delay, lack of response, discourtesy, failure to consult or about the standard of service you have received.
So please let us know if:
We understand that it might be difficult for you to complain because you are worried that your complaint could result in a poorer service. Please be assured that we treat all complaints in the strictest confidence, and that it is your right to complain.
If you do not provide us with a contact name or address, it will not be possible for us to get back to you with the outcome of the investigation
A special consideration request can be made during or after a training event to reflect temporary illness, injury or indisposition that occurred at the time of the event. Any special considerations granted cannot remove the difficulty the learner faced at the time of the event and can only be a relatively small adjustment to ensure that the integrity of the training is not compromised. Special consideration may not be applied to training that will provide a “licence to practice” or where the learner needs to demonstrate a practical competence.
Birmingham Security College will only consider requests for Reasonable Adjustments and Special
Considerations submitted within a timely manner and have completed the appropriate paperwork for these requests.
A reasonable adjustment helps to reduce the effect of a disability or a difficulty that places the learner at a substantial disadvantage.
Reasonable adjustments must not affect the quality and reliability of the learning outcomes, but may include;
Reasonable adjustments must be approved and set in place prior to any assessment or learning is carried out.
Any assessment of work following a reasonable adjustment has been made must be carried out in the same way of work from other learners.
Reasonable adjustments must never give a learner and advantage to other learners and must never affect the quality or reliability of the learning.
It is important to note that not all requests for reasonable adjustments may be granted if they are not deemed reasonable, permissible or practical in certain situations. The learner may not need, nor be allowed, the same adjustments for all learning.
Requests for reasonable adjustments are approved by Birmingham Security College prior to any bookings/registrations are taken. They are intended to allow access to training / assessment but can only be approved if the adjustment does not;
Any requests for reasonable adjustments must be made to Birmingham Security College within 7 days of registration / booking or at least 28 working days before an assessment / classroom event using the appropriate paperwork. If you are unsure if a learner requires a reasonable adjustment please speak with Birmingham Security College who will provide the relevant guidance.
In the first instance, the complaint should be discussed with the team member concerned and resolution sought within 48 hours of the incident occurring. If this is successful and a resolution is reached, the complaint should be documented on the attached Appendix (1) and sent to the Centre Administrator for filing. This should be received by the Centre Administrator by the end of the next working day. There will be no further action taken.
In the case of an individual wishing to make the complaint, who feels unable to discuss the complaint with the team member concerned, the matter should be referred to the Individuals’ line manager within 48 hours of the incident occurring. The line manager should then contact the Centre Manager within the next 7 days to make them aware of the complaint. The nature of the complaint will be documented as per Appendix (2) and sent to the Head of Learning and Development.
On receipt of the complaint, the nature of the complaint will be brought to the attention of the team member concerned and discussed within 48 hours of receiving the complaint. The Centre Manager will then contact the individual making the complaint with a view to resolve.
If resolution cannot be found, the Centre Manager will arrange a meeting with all relevant parties and agree a resolution. This will take place within 30 days. This will be final.
The Centre Administrator will maintain a record of all complaints and make these available on request. All complaints must be regarded as confidential and discussed only with those parties involved. Where the subject of the complaint is centred on a qualification, the Awarding Body will be made aware if this is relevant.
In the instance where the complaint is around an assessment / verification decision, then the stages outlined in the Appeals Procedure must be followed.
Name of Individual making the complaint: Location:
Date:
Resolution Agreed:
Signed Complainant:
Signed by Centre Manager
Date:
Date of referral:…………………………………………………………………………………………………. Line Managers Name: ……………………………………………………………………………………….
Date Referred to Head of Assessment Centre:………………………………………………………………
Signed off by Centre Manager:………………………………………………………….Date: Signed Complainant:……………………………………………………………………..Date
| Name: | Yusuf Nawaz | Position: | Director | Date: | 14/08/2020 | Signature: | Review of Policy: | 14/08/2021 |
