Complaints Policy

Purpose

Ravenscroft College is committed to providing a high-quality experience for all learners, staff, and stakeholders. This Complaints Policy sets out a clear, fair, and transparent process for raising and resolving complaints. It is designed to comply with the expectations of the Office for Students (OfS), the requirements of our awarding body partners (including OTHM Qualifications, Pearson, and others), and applicable UK consumer protection legislation.

Scope

This policy applies to all current and former learners, applicants, and any other individual who has received a service from or interacted with Ravenscroft College. It covers complaints relating to:

• The quality of teaching, learning, or assessment.
• Administrative services, communication, or customer service.
• The admissions or enrolment process.
• Fees, charges, or financial matters.
• Facilities, resources, or the virtual learning environment.
• Alleged breaches of College policies, regulations, or codes of conduct.
• Any other matter related to the services provided by the College.

This policy does not cover academic appeals against assessment outcomes (which are handled under the Academic Appeals Procedure), matters under investigation through the Safeguarding Policy, or complaints about other learners' conduct (which are addressed through the Student Conduct Procedure).

Principles

• Accessibility: the complaints process is clearly communicated and available to all.
• Fairness: complaints are handled impartially and without prejudice to the complainant.
• Timeliness: complaints are acknowledged and resolved within defined timeframes.
• Confidentiality: information is shared only with those who need to be involved in resolving the complaint.
• No detriment: no individual will suffer adverse consequences for raising a legitimate complaint in good faith.
• Learning: complaints are used to drive continuous improvement across the College.

Stage 1: Informal Resolution

Learners and stakeholders are encouraged, where appropriate, to raise concerns informally in the first instance. This may involve speaking directly with a tutor, the relevant member of staff, or the operations team. Many concerns can be resolved quickly and satisfactorily through informal dialogue.

Stage 2: Formal Complaint

If an informal approach does not resolve the matter, or if the complaint is of a serious nature, the complainant may submit a formal complaint in writing to complaints@ravenscroftcollege.co.uk, or by submitting the College's Complaints Form (available on the website). The formal complaint should include:

• The complainant's full name and contact details.
• A clear description of the complaint, including relevant dates, events, and individuals involved.
• Any evidence or documentation supporting the complaint.
• The outcome or resolution the complainant is seeking.

Stage 3: Review and Escalation

If the complainant is not satisfied with the outcome at Stage 2, they may request an escalation review by writing to the Director of Ravenscroft College within 10 working days of receiving the Stage 2 outcome. The Director (or their nominee) will conduct a final review of the complaint, including all evidence and correspondence.

Completion of Procedures Letter

Upon the conclusion of Stage 3, the College will issue a Completion of Procedures (CoP) letter to the complainant. This letter confirms that the College's internal complaints process has been exhausted.

External Escalation

If the complainant remains dissatisfied after receiving the Completion of Procedures letter, they may refer their complaint to the relevant external body. Depending on the nature of the complaint, this may include:

• The relevant awarding body (e.g., OTHM Qualifications, Pearson) for complaints relating to the quality or delivery of awarded qualifications.
• The Office of the Independent Adjudicator for Higher Education (OIA), where applicable and if the College falls within its remit.
• The Office for Students (OfS) for complaints relating to regulatory or registration conditions.
• The Information Commissioner's Office (ICO) for complaints relating to data protection.

Anonymous Complaints

The College accepts anonymous complaints where possible. However, anonymity may limit the College's ability to investigate fully or to provide a direct response. Anonymous complaints will be recorded, assessed for seriousness, and addressed to the extent that the available information permits.

Recording and Monitoring

All formal complaints are logged in a central register and monitored for trends, patterns, and areas for improvement. Complaint data is reviewed as part of the College's annual quality assurance cycle and is reported to the Director and the academic governance structure.

Review

This policy will be reviewed annually or following significant changes to regulatory requirements, awarding body expectations, or institutional practice.