Complaints Policy and Procedures
1. Purpose
London College of Professional Studies (LCPS) is committed to providing a high standard of education and student support. However, we recognise that concerns or complaints may occasionally arise.
The purpose of this policy is to provide a clear and fair process through which learners can raise complaints and have them addressed promptly, professionally, and transparently.
LCPS aims to resolve complaints quickly while ensuring fairness for all parties involved.
2. Scope
This policy applies to complaints relating to services provided by London College of Professional Studies, including but not limited to:
- Administrative services
- Student support services
- Communication with staff
- Learning platform access
- Delivery of courses
- Quality of service provided by LCPS staff
This policy does not apply to academic appeals against final results, which are covered under the LCPS Academic Appeals Policy.
3. Principles
LCPS will ensure that:
- Complaints are treated seriously and fairly
- Complaints are handled confidentially
- No learner will suffer disadvantage for raising a complaint in good faith
- Complaints are investigated promptly and impartially
4. Stage 1 – Informal Resolution
In the first instance, learners are encouraged to raise concerns informally with the relevant member of staff or student support team.
Many issues can be resolved quickly through informal discussion.
If the issue cannot be resolved informally, the learner may submit a formal complaint.
5. Stage 2 – Formal Complaint
A formal complaint should be submitted in writing using the LCPS Complaints Form.
The complaint should include:
- Full name of the learner
- Course or programme name
- Description of the complaint
- Relevant dates and details
- Any supporting evidence
- The outcome the learner is seeking
Completed complaints should be sent to:
Email: compliance@lcps.org.uk
Complaints should normally be submitted within 30 calendar days of the issue occurring.
6. Complaint Investigation
Once a complaint is received:
Acknowledgement
LCPS will acknowledge receipt of the complaint within 5 working days.
Investigation
The complaint will be reviewed by the Compliance or Quality Assurance team, who may:
- Review documentation and evidence
- Speak with relevant staff members
- Request additional information where necessary
Outcome
LCPS will aim to provide a written response within 20 working days.
If further time is required, the learner will be informed of the reason for the delay and the expected timeframe.
7. Possible Outcomes
Following the investigation, LCPS may:
- Provide clarification or explanation
- Take corrective action where appropriate
- Implement service improvements
- Offer other reasonable resolutions where applicable
The outcome will be communicated to the complainant in writing.
8. Escalation
If the complainant remains dissatisfied after receiving the outcome, they may request a final internal review by LCPS.
Where the complaint relates to a qualification issued by an external awarding organisation, the learner may also have the option to escalate the complaint to the relevant awarding body after the LCPS process has been completed.
9. Confidentiality
All complaints will be handled confidentially and in accordance with:
- UK General Data Protection Regulation (UK GDPR)
- Data Protection Act 2018
Information will only be shared with individuals involved in resolving the complaint.
10. Policy Review
This policy will be reviewed periodically by London College of Professional Studies to ensure it remains effective and aligned with regulatory and quality assurance requirements.