Common use of Complaints and Feedback Clause in Contracts

Complaints and Feedback. 19.3.1 The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services will rest with the College. The College will have procedures in place including but not limited to a complaints framework, which are acceptable to the Department, to gather and act upon feedback and complaints from Learners and/or their representatives and employers and the wider community. The College must also keep a log of the complaints received which will be accessible to the Department upon request. 19.3.2 The College must ensure that Learners are made aware of its procedure for dealing with complaints and that the procedure is clear and accessible to Learners who wish to complain. The complaints procedure must be published on the College’s website and be provided to the relevant parties as part of the College’s onboarding process. 19.3.3 The College will be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department. Once the College has concluded its investigations, including any appeal, it must inform the complainant in writing of the outcome. 19.3.4 Where the College is a “Qualifying Institution” under Part 2 of the Higher Education Act 2004 and therefore a member of the independent complaints Scheme run by the OIA, the College should follow the OIA Rules and Guidance for higher education registered student complaints (defined by the OIA as a complaint from a student studying at Level 4 and above no matter how funded. 19.3.5 Where a complaint has not been resolved to the satisfaction of the complainant the College will advise the complainant of their right to complain to the Department (Complaints procedure - Education and Skills Funding Agency - XXX.XX (xxx.xxx.xx)) and co-operate with any investigation carried out by the Department and act on any recommendations made by the Department following the investigation.

Complaints and Feedback. 19.3.1 15.3.1 The primary responsibility for receiving feedback and investigating complaints promptly and thoroughly in respect of the Services will rest with the College. The College will have procedures in place including but not limited to a complaints framework, which are acceptable to the Department, to gather and act upon feedback and complaints from Learners and/or their representatives and employers and the wider community. The College must also keep a log of the complaints received which will be accessible to the Department upon request. 19.3.2 15.3.2 The College must ensure that Learners are made aware of its procedure for dealing with complaints and that the procedure is clear and accessible to Learners who wish to complain. The complaints procedure must be published on the College’s website and be provided to the relevant parties as part of the College’s onboarding process. 19.3.3 15.3.3 The College will be responsible for resolving complaints in accordance with its own procedures and any guidance issued by the Department. Once the College has concluded its investigations, including any appeal, it must inform the complainant in writing of the outcome. 19.3.4 Where the College is a “Qualifying Institution” under Part 2 of the Higher Education Act 2004 and therefore a member of the independent complaints Scheme run by the OIA, the College should follow the OIA Rules and Guidance for higher education registered student complaints (defined by the OIA as a complaint from a student studying at Level 4 and above no matter how funded. 19.3.5 15.3.4 Where a complaint has not been resolved to the satisfaction of the complainant the College will advise the complainant of their his or her right to complain to the Department (Complaints procedure - Education and Skills Funding Agency - XXX.XX (xxx.xxx.xx)) and co-operate with any investigation carried out by the Department and act on any recommendations made by the Department following the investigation.