Complaints Handling Policy for Learners

Effective Date: 3rd February 2024

1. Purpose

The purpose of this Complaints Handling Policy is to establish a systematic and transparent process for addressing and resolving learner complaints at The Institute of Hair & Beauty by Blow Academy. This policy aims to ensure that complaints are handled promptly, fairly, and in a manner that contributes to the continuous improvement of our training programs.

2. Scope

This policy applies to all learners enrolled in programs offered by The Institute of Hair & Beauty by Blow Academy.

3. Definition of a Complaint

A complaint is defined as an expression of dissatisfaction by a learner, whether oral or written, and may pertain to any aspect of their experience with the institute, including but not limited to instructional quality, facilities, staff conduct, or administrative procedures.

4. Complaints Handling Procedure

4.1. Informal Resolution

a. Learners are encouraged to resolve minor issues informally, initially discussing concerns with the relevant staff member involved.

b. If the issue remains unresolved, learners may escalate the matter to the relevant department head or supervisor.

4.2. Formal Complaint Submission

a. Learners dissatisfied with the resolution obtained through informal means may submit a formal written complaint to the Complaints Officer. Complaints should be submitted within 10 working days of the incident.

b. The formal complaint should include a clear description of the issue, supporting evidence, and details of any previous attempts at resolution.

5. Complaints Officer Responsibilities

The Complaints Officer is responsible for overseeing the formal complaints process and ensuring compliance with this policy. Responsibilities include:

  1. Acknowledging receipt of formal complaints within three working days.

  2. Conducting a thorough and impartial investigation.

  3. Communicating with the learner throughout the process to provide updates and seek additional information if needed.

  4. Determining an appropriate resolution in consultation with relevant stakeholders.

6. Resolution and Communication

6.1. Resolution Timeframe

a. The Institute is committed to resolving complaints within 20 working days of receipt.

6.2. Communication of Resolution

a. The Complaints Officer will communicate the resolution to the learner in writing, outlining the reasons for the decision.

7. Appeal Process

If the learner remains dissatisfied with the resolution, they may appeal in writing to the Appeals Officer within 10 working days of receiving the resolution. The Appeals Officer will conduct a review, and their decision will be final.

8. Continuous Improvement

The Institute will regularly review and analyse complaints to identify patterns, trends, and opportunities for improvement in its training programs and services.

9. Confidentiality

All information related to complaints will be treated with confidentiality to the extent permitted by law and consistent with a fair investigation.

10. Monitoring and Review

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

Signed: Noelle McCarthy
3rd February 2024