Complaints Policy & Procedure

Our Approach to Complaints

SBTL strives to provide quality in everything we do. If you ever feel dissatisfied with any aspect of your dealings with us, it's important that you feel entitled to raise it, and to make your concerns known to our staff. This policy explains the appropriate procedure and what you can expect from the process.

It is intended to provide guidance for situations in which a student, or a group of students, feels that the service they have received from us is unsatisfactory. Resolving small problems as they arise will often prevent escalation into something more difficult to resolve, so we encourage students to raise any concerns at an early stage. You will not be disadvantaged as a result of making a complaint or raising a concern, provided it is made in good faith.

• No action can be taken in response to complaints made anonymously.
• If a group of learners wishes to raise the same complaint, we will ask that one student is nominated as a point of contact and representative for the group.
• Any vexatious or malicious complaints will be subject to disciplinary action.

Academic Appeals Are Handled Separately

How We Handle Complaints

We aim to handle every complaint in a way that:

• Is fair and efficient
• Treats your complaint with appropriate seriousness, sympathy and confidentiality
• Facilitates early resolution wherever possible
• Allows SBTL, or the relevant department, to learn from the experience

Step One — Informal Complaint

Where possible, a complaint should first be addressed to the member of staff most directly concerned with the issue. To ensure your complaint is raised at a mutually convenient time, please try to arrange an appointment with this person. You should expect a response immediately, or within 10 working days if the matter needs to be referred, or if the relevant person is unavailable.

If you feel unable to approach the person directly responsible, or if you feel the matter hasn't been resolved satisfactorily, you should raise your complaint with the Academic Coordinator or the Director, who will refer it for action as appropriate. You should expect a response within 5 working days of receipt, although this may take longer if further investigation is required.

Where a complaint is resolved informally, it is good practice for this to be confirmed in writing, by a brief exchange of correspondence or email between you and the person who addressed it. In cases of a very serious nature, SBTL may choose to pursue an informal complaint through the formal route; such a decision won't be taken lightly, and your wishes will be taken into consideration.

Step Two — Formal Complaint

If your complaint cannot be resolved informally, or if the matter is considered particularly serious, you'll be asked to complete and sign a Complaints Form. Submitting this form, or a letter, and its date of receipt marks the start of the Formal Complaints Procedure.

Your submission is referred by the Director to an appropriate member of staff, who will investigate your complaint and advise the Director in writing of their findings and any proposed action. You'll then be advised of the outcome in writing, along with any further action you should take.

• If your grounds for pursuing the complaint are not considered justified, you'll be told why, and advised that SBTL has completed its investigation, reached a final decision, and does not intend to take the matter further.
• If your reasons for pursuing the complaint are considered justified, you'll be invited to a meeting as part of the investigation, and informed of the outcome in writing once the investigation concludes.

Response Timescales

We make every effort to deal with complaints quickly. If a delay arises because of the nature of your complaint, or due to staff availability, you'll be kept informed of progress.

If there are any exceptional time constraints relating to your complaint, we'll advise you at the earliest opportunity — please note these may only emerge once your complaint is already under consideration.

Your Responsibilities When Making a Complaint

To help us resolve your complaint as effectively as possible, please:

• State clearly the substance of your complaint
• Indicate, as clearly as you can, the remedy you are seeking
• Follow the correct procedure, as advised above
• Provide written statements on request
• Attend any meeting about your complaint, when requested