Complaints Policy & Procedures

Complaints Policy & Procedures

London College of Professional Studies (LCPS) is committed to providing a supportive and conducive learning environment for all students. We recognize that concerns and complaints may arise from time to time. This policy outlines the procedure for lodging complaints and the steps taken to resolve them in a fair and timely manner.

1. Purpose

The purpose of this policy is to ensure that complaints, complements and suggestions are welcomed and dealt with in a time, sensitive and appropriate manner. This policy aims to provide students with a formal process for addressing concerns and complaints while ensuring impartial and confidential handling of such matters.

2. Scope

This policy applies to all current and former LCPS learners and staff members.

3. Lodging a Complaint

Students who are dissatisfied with any aspect of the services provided by LCPS, whether it pertains to academic or non-academic matters, are encouraged to approach the relevant team to address their concerns promptly and directly.

We strongly believe in resolving complaints through open and constructive dialogue with those immediately involved. Informal complaints should be taken up with the tutor or concerned member of staff.

To initiate a formal complaint, students may access the complaints form on our website or request it from the support team via email. After completing the form, students should submit it by email to supervisor@lcps.org.uk for further review.

4. Complaint Handling Procedure

LCPS follows a structured procedure for handling complaints:

Concern or dissatisfaction should be raised in the first instance with the person or team concerned as soon as possible and not later than within six weeks of the incident. This may be a student’s tutor or other member of staff. The member of staff dealing with the complaint should make every reasonable effort to resolve the complaint promptly at his/her level.

Formal Complaint – Stage 1

If the member of staff is unable to resolve the issue or the student is not satisfied with the informal resolution, the student can escalate the complaint to a formal level.

To initiate a formal complaint, the student should submit the complaint form to the supervisor. Upon receiving a formal complaint, a member of staff will acknowledge receipt within 5 working days.

After investigation, the supervisor will provide an initial response within 10 working days from the acknowledgment of the formal complaint. However, in cases of complexity, this may take up to 20 days.

LCPS will respond to any dissatisfaction with its services fairly and promptly.

Further Escalation – Stage 2

In the event that a complaint is not resolved to the satisfaction of the student, the matter should be escalated to the Centre Manager who will then pursue the investigation and attempt to reach a satisfactory conclusion.

Complaints at this stage are aimed to be addressed within 20 working days.

The staff dealing with the complaint may:

• Dismiss the complaint as unfounded, giving reasons;
• Propose an amicable settlement;
• Uphold or partially uphold the complaint;
• Offer an apology;
• Take appropriate steps to address the issue;
• And take action to avoid a similar problem arising in the future.

5. Appeals

If the learner is dissatisfied with the response to their complaint they may appeal in writing to the Principal.

The Principal will investigate the complaint and may decide to:

• Dismiss the appeal against the result of the complaint as being unfounded;
• Refer the complaint back to an area and propose an amicable settlement;
• Uphold or partially uphold the appeal against the result of the complaint.
• Offer an apology;
• Recommend appropriate steps are taken to address the issue;
• And take action to avoid a similar problem arising in future.

The decision of the Principal is final and the complainant will be advised in writing of the outcome within 10 working days of LCPS receiving the appeal.

6. Confidentiality

All complaints and related information will be treated with the utmost confidentiality, only shared with individuals involved in the resolution process.

7. Retaliation

LCPS prohibits retaliation against individuals who file complaints in good faith. Anyone found to engage in retaliation will be subject to disciplinary action.

8. Record Keeping

LCPS will maintain records of complaints and their resolutions for a minimum of 2 years.

9. Review and Revision

This Complaints Policy will be reviewed periodically to ensure its effectiveness and compliance with relevant laws and regulations.