Student Complaint Policy
We prepare our students for life in modern Britain by developing an understanding of democracy
Introduction
MCM strives for excellence in the services it offers .However it accepts that on occasions individuals will feel the need to complain. MCM will ensure that a set of procedures exists to deal speedily with such complaints in a fair and equitable manner. The intention behind the Complaints Policy and Procedures is to: Improve the service it provides to learners, employers, staff members and the broader local community. Clarify for staff, employers and learners the procedures for handling complaints. Ensure and encourage that the procedures are sensitive to issues of confidentiality. Encourage clients to seek means of resolving problems without further or more formal procedures. Provide where appropriate means of recording both the nature of complaints and the effectiveness of their resolutions Encourage a regular process of monitoring and reviewing records within the quality assurance framework.
Who can complain?
Complains can be made by any of the client groups i.e learners, employers and staff members if and when applicable.
What Can Be Complained About?
Complains can be made by any of the client groups i.e learners, employers and staff members if and when applicable.
Issues Excluded from Complaints Procedures.
Complains can be made by any of the client groups i.e learners, employers and staff members if and when applicable.
Possible Outcomes of Complaints
The possible outcomes are
The Processes of a Complaint
The processes of complaints is a 3 stage process.
Monitoring and Review
We will keep confidential records for all complaints that are dealt with the numbers of these complaints and the types of issues they deal with (but not the names of the individuals or specific courses involved) will be recorded by ourselves.
Training and Support
We will ensure that all persons involved in the implementation of this policy and its procedures will have access to appropriate training and support.
Staff Support
It is recognised that staff who are the subject of a complaint can find it a very stressful experience support will be provided as and when appropriate. If staff are affiliated to a recognised Trade Union they may find it helpful to discuss the matter with their representative they are entitled to via union representation during the investigation of the complaint.