BRITISH SCHOOL OF MARKETING INTERNATIONAL

Complaints policy and procedures

January 2020 Review date: January 2021

 

Introduction

British School of Marketing International aims to deliver good teaching and support to current and future students. Since each one of our student’s experiences is important for our growth, every complaint is important to us to make the quality of teaching and support of the experience of our students better at BSMI.  This means having a clear, fair, and easy way of helping students with any problems faced by parents of students, host families or general problems against the school so that any problems can be answered quickly

All college staff know about the complaints’ stages.  BSMI often adds good points to this document so that staff and students can be clear about how we find answers to student problems and give help to students when needed.

These steps show all students and their parents and staff how to pass important information to student protection agencies when a student has a problem.

We will tell you if any of the times of these steps changes, give you the reasons for the changes and the new times.

These points are NOT included:

  • If a student disagrees with an exam result
  • Disciplinary issues relating to members of staff
  • Disciplinary issues relating to registered students

Each of these follows its own process of complaints and appeals, which are outlined in their relevant policies.

If a child (under 18) or someone is worried about a physical, sexual or dangerous problem to a child,  the school may tell the child protection agencies. If a real problem is discovered and an official investigation is needed, the official decision will be more important than the decision of BSMI and explained in this document. If the complaint is linked to a member of staff reporting a problem to the child protection agencies, the college will decide if the member of staff was right to report this to the child protection agencies based on evidence according to safeguarding policies.

For more information about how BSMI protects students, please read our child protection and safeguarding policy. The safeguarding policy can be found at the following link: Child protection and safeguarding policy

If your problem is about a member of staff, you should write to the member of staff, and arrange a meeting  to discuss the problem. with the DSL Tracie Panesar-Dower for safeguarding problems or Managing Director / Director of Studies Miss Duygu Cevik or College Director Joe Gillespie for non-safeguarding problems.

If your problem is about the Director of Studies or Course Director, you should raise your concern in writing with the DSL Tracie Panesar-Dower for safeguarding problems or Managing Director / Director of Studies Miss Duygu Cevik or College Director Joe Gillespie for non-safeguarding problems.

If your complaint is about one of the three people above then you should raise your concern in writing with the other two people mentioned above or a member of senior management.

Please note: Any complaints regarding staff can be made to DSL Tracie Panesar-Dower or Managing Director / Director of Studies Miss Duygu Cevik or College Director Joe Gillespie.

When there is a problem

Stage 1: Initial informal meeting:

If you have a problem  you should tell a member of staff either in person, by telephone or in writing. Your problem will be dealt fairly. You may then be invited to an informal meeting with a member of staff, who will help you.

Everyone linked with the problem will be listened to before any action is taken. BSMI will write down the problem and give an action plan student. Everyone linked will be told of the action plan and what will happen next. BSMI will write down if the student is not happy with the result and needs more help or action.  This will be given to the DSL Tracie Panesar-Dower for action.

We ask parents to tell staff about any worries they have and we will try to solve all problems openly and with understanding usually and informally within 2 weeks.

Stage 2: Formal complaints

Sometimes, a problem  needs more investigation if it is very serious or if the student is unhappy about the answers given by the College.

If this happens then the following steps are taken:

  • You can make a formal complaint in writing to DSL Tracie Panesar-Dower for safeguarding problems or Managing Director / Director of Studies Miss Duygu Cevik or College Director Joe Gillespie for non-safeguarding problems.
  • You should give all the details of the problem.
  • How you want your problem to be solved.

This will let one of the above people look into the problem and give you an answer.

Please note: Please see the attached stage 2 complaint form to be completed and sent to DSL Tracie Panesar-Dower – tracie@britishschoolofmarketing.com for safeguarding problems or Managing Director / Director of Studies Miss Duygu Cevik – duygu@britishschoolofmarketing.com or College Director Joe Gillespie -joe@britishschoolofmarketing.com for non-safeguarding problems.

We will respond to your email within 10 working days and solve the problem formally within 5 weeks. 

BSMI will:

  • Explain its decision and any action to be taken
  • If we have decided not to take any further action on the issue, we will explain:
    • what we have decided
    • how we have reached this decision
    • your right to take the problem further
    • the steps to be taken next
    • a record of all meetings and e mails with you and other staff
    • meetings and decisions about your problem

If the problem is against a member of staff, DSL Tracie Panesar-Dower for safeguarding problems or Managing Director / Director of Studies Miss Duygu Cevik or College Director Joe Gillespie for non-safeguarding problems, will talk to that employee.

If the problem is about abuse, BSMI or external child protection agencies may start a formal investigation. Please read our safeguarding policy to see what happens next.

If the student wants to talk about any serious personal problems with a non – BSMI organisation and/or in their own language,  BSMI suggests calling Childline on 0800 1111 or your own country’s embassy. BSMI can give you these details.

Stage 3: Appeals

If a student is unhappy with BSMI’s answer or has new information or  doesn’t like the final decision about their problem, they may appeal against the decision of Stage 2.

In such cases, the Appeals form must be sent with full supporting evidence to DSL Tracie Panesar-Dower for safeguarding problems or Managing Director / Director of Studies Miss Duygu Cevik or College Director Joe Gillespie for non-safeguarding problems.

BSMI will reply to your appeal within 5 working days. If the student has given a good reason for an appeal and enough evidence, BSMI will try to give an answer within 3 weeks.

Records, review and monitoring of complaints

BSMI will write down the process for all complaints, including information about actions taken at all stages, the stage at which the problem was solved, and the final result. The records will also include copies of letters and emails, and notes of meetings and phone calls. This information will be confidential and held centrally to be seen only by people  trying to solve the problem.

Records of complaints will be kept safe, only for the normal legal length of time.

British School of Marketing International will look at and assess all complaints to stop them happening again in the future or to help us to manage them much better. All records of any complaints will be kept confidential but may be inspected where needed by an official inspection organisation.

Staff complaints

If Staff are worried about a colleague or a volunteer member of staff, they should refer to our whistleblowing section in the BSMI safeguarding Policy.

The way of dealing with any other staff complaints or employee problems is written in the school’s staff discipline, conduct and grievance policy. These policies can be found in the staff handbook.

UNREASONABLE AND PERSISTENT COMPLAINTS:

BSMI will try to solve all problems quickly. This Complaints Procedure is written  to let problems be heard and fully looked at and make sure that a clear answer is given. If someone contacts the school again and again about the same problem and the college feels that the problem has already been solved, BSMI will write to them and say that the problem has been solved and is now closed and that no further communication is necessary. This decision will be a serious decision.

Some student problems may not be seen as real.  For example, when a student:

*does not talk about their problem or clearly explain the reasons for a complaint or what they want BSMI to do, even when the student is offered help
*does not to help people who are trying to solve the problem
*does not to accept that some points are outside the area of a complaints process
*argues that the problem is should be dealt with in ways outside the normal school procedure or general good practice
*introduces small or not needed information  to be added and discussed, or raises large numbers of small but unimportant questions, and asks that they are fully answered, often quickly and in their own timescales
*makes false complaints about the staff who are trying to solve their problems, and tries to have them replaced
*changes the reason for the complaint

*makes the same complaint again even if the problem has already been looked at or is not really a problem
*does not to accept the result after BSMI or the Department of Education or another Professional organisation has looked at it fully and in the right way
*asks for a solution which is not possible
*makes extra demands on school time by asking for long, difficult and stressful discussions, in writing, by email and by telephone with staff as they are trying to solve the problem

BSMI will not look at a complaint made face-to-face, by telephone or in writing or electronically if it is:

  • Unkind
  • Attacking
  • Dangerous
  • Rude
  • False
  • Posts bad information e.g. in social media, websites and newspapers

BSMI will tell a student or their representative if for any of the above reasons it will not look at the problem

If the behaviour continues, BSMI will write to the student or representative saying that the student’s behaviour is unacceptable and ask them to change it.

If the behaviour of the student or representative continues in the above situations after the advice in writing and they disturb BSMI too much we may use specific methods of communication and shorten the number of contacts in a communication plan. This will usually be reviewed after 6 months.

If there is a serious incident of aggression or violence, BSMI will write immediately to the students or representative and the police informed. This may include stopping a person from entering the College building. This decision will also be looked at again after 6 months.

Contact details

If your complaint is regarding student accommodation or safeguarding problems, please contact the Welfare Officer / DSL Tracie Panesar-Dower: 01202 068135

If your concern is regarding the academic progression of the student please contact the Managing Director / Director of Studies Miss Duygu Cevik or College Director Joe Gillespie for non-safeguarding problems.: 01202 068 135.

If your concern is regarding the health and welfare of the student please contact the Welfare OfficerWelfare Officer / DSL Tracie Panesar-Dower: 01202 068135