Cenit College is committed to ensuring that complaints are taken seriously, are managed in confidence and with an understanding of the sensitivity to all parties involved. Learners are entitled to make an informal and/or a formal complaint.
- An informal complaint is where Cenit College will try and resolve the issue at hand informally through meetings or phone calls between all parties involved. Cenit College will make every effort to resolve complaints using informal mechanisms.
- A formal complaint is initiated when the informal complaint process does not resolve the issue at hand or when learners decide that they wish to make a formal complaint without having gone through the informal complaint process. The formal complaint has a defined process to follow.
Informal Complaint Procedure
The procedure for a learner making an informal complaint is as follows:
- The learner must inform Cenit College in writing or person within 5 days of the incident occurring. This complaint can be communicated with the tutor, the programme leads, or directly to the Manager.
- A relevant member of the Cenit College team will try and resolve the complaint informally through a meeting between the parties. If a meeting cannot be set up, a call (telephone or virtual) will take place.
- Where the complaint is not resolved through the informal mechanism, a learner can:
- Decide not to pursue the complaint further; or,
- Lodge a formal complaint.
Formal Complaint Procedure
The procedure for lodging a formal complaint is as follows:
- The learner will submit a complaint via the Learner Complaints Form to firstname.lastname@example.org within 5 days of the incident occurring or within 5 days of the outcome of the informal process. Where complaints are made outside of this window the learner must produce a valid reason for the delay. Cenit College will not deal with complaints made after three weeks of an incident occurring. Learners must support their complaints with evidence.
- The complaint will be directed to the Manager who will appoint a competent member of the team to investigate the complaint. The Manager may decide to investigate the complaint themselves.
- The Manager will advise the complainee of the nature of the complaint and will allow the complainee to respond to the complaint.
- The investigating officer will consider the response and can request a meeting with the complainee to discuss this further.
- The investigating officer will, at this point, consider if there are grounds for a complaint or not. If there are no grounds for complaint, then the complainant will be informed in writing.
- Where the investigator considers that the complaint was warranted, the Training Manager will be informed.
- The Manager will communicate in writing to all parties involved and inform them of the findings of the investigation, what decisions were made, and the reasons for those decisions. If there are any further actions required by Cenit College or any of the parties involved this will also be communicated. All parties are informed of the right to appeal.
Formal Complaint Appeal
- An appeal must be made in writing to email@example.com within 5 days of notification of the outcome of the formal complaint process. The party appealing must state the reason for the appeal. Appeals can only be made on the following grounds:
- Issues with the procedure.
- Inconsistencies with implementing the procedure.
- Circumstances which were not previously brought to light.
- The appeal must be directed to the Manager who will consider if there is a valid ground for appeal. If there is a valid ground for appeal, then the Manager will appoint an Appeals Board. This will be done within 10 working days of receipt of the appeal.
- The Appeals Board consists of the Manager and two other members of Cenit College staff.
- The party lodging the appeal will be informed of the outcome in writing, what decisions were made, and the reason for those decisions. If there are any further actions required by Cenit College or any of the parties involved this will also be communicated.
Appeals Policy Examinations
eCollege subscribes to many different vendors. If you wish to appeal your examination results, we can provide you with the relevant information to do so. Please contact your tutor directly.