The Complaints Policy is detailed in full below.
Statement of Intent
Programmes and services are designed and delivered to be in line with all associated parties’ values (FourthRev, university, and industry partners). We take complaints earnestly, investigate thoroughly and resolve them to reduce the likelihood of the situation recurring. We use the data relating to the complaints, as well as the complainants, securely and confidentially, and always in accordance with our Privacy Policy.
Scope
This policy deals with complaints that arise from any part of the student journey including but not limited to:
- Programme delivery (or lack thereof)
- Student services
- Programme content
- Programme staff
Approach
Complaints will be dealt with:
- promptly, fairly, and without recrimination, discrimination or prejudice
- in confidence, but notifying the subject of the complaint.
Complaint outcomes will be:
- shared with the complainant and any subject of the complaint
- administered by the manager of student experience at FourthRev.
Complaints found to be malicious in nature may result in disciplinary actions.
Making a complaint
We encourage you to raise any concerns in the first instance with your success manager. If the outcome is not satisfactory or you do not feel comfortable with this approach, please detail your complaint in full, and submit it to us using the virtual form here.
Ordinarily, complaints must be made within two weeks of an incident to allow for a timely investigation.
Complaint Resolution
- We endeavour to make an initial reply to all written complaints within 10 working days, orally or in writing.
- Respect, courtesy, and sensitivity will be provided to all involved in the complaint and its investigation.
- When appropriate, we may initiate a mediated discussion between the complainant and the respondent.
- Findings of the investigation shall be communicated to all parties no later than 30 working days after the complaint was received.
Escalation/Unsatisfactory Outcome
- If a student deems the findings unsatisfactory, they may escalate the complaint by submitting a complaints form here no later than five working days after receiving the findings of the investigation.
- The escalated complaint shall be dealt with by a senior manager external to the support function.
- The senior manager will acknowledge the escalated complaint within 10 working days.
- The senior manager will nominate the most appropriate member of staff to conduct a deep investigation that may include interviews and gathering witness statements. Under normal circumstances, this investigation should be completed within 15 working days of its commencement.
- The outcome of the second investigation will be communicated in writing to all parties within five working days of its conclusion.
- Should an outcome become unachievable within this timeline we will advise all parties on the need for a longer timescale.
- Those involved in the investigation will determine if the original complaint is upheld and will conduct any arising actions. The findings of this investigation are final.
Policy Review
Our complaints policy will be reviewed annually. Any resultant changes to this policy will be updated in locations as accessed by staff and students.
Records of complaints are stored securely for five years and are in line with the Privacy Policy.