Student Complaint Policy

Purpose

This policy outlines the procedure for students to raise complaints and the steps we will take to resolve them. It ensures complaints are handled fairly, promptly, and transparently.

Scope

This policy applies to all students, potential students, and third parties acting on behalf of students enrolled in ACCA courses provided by our institution.

Procedure for Raising a Complaint

Informal Resolution

Students are encouraged to resolve concerns informally by discussing them directly with the relevant staff member.

If the issue is not resolved, the student may proceed to the formal complaint procedure.

Formal Complaint Procedure

Submission:

Students must submit a written complaint to the Complaints Officer via email or in writing. The complaint should include:

  • Student’s name and contact details
  • Detailed description of the issue
  • Steps taken to resolve the issue informally
  • Any supporting evidence

Acknowledgment:

The Complaints Officer will acknowledge receipt of the complaint within 5 working days.

Investigation:

The Complaints Officer will investigate the complaint, which may include meetings with the student and relevant staff members.

Resolution:

The Complaints Officer will provide a written response within 20 working days, detailing the findings and any actions to be taken.

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