Complaints and Grievances procedure

 

Introduction

 

At Omega Intelligent Solutions we aim for all complaints and concerns to be resolved as early and as informally as possible.

 

This policy outlines the procedures that will be followed in the event of a complaint or grievance by a student or parent / guardian.  The procedure consists of four stages:

 

  • Informal complaints;
  • Formal complaints;
  • Appeal.
  • Coursework appeals

 

 

Informal Complaints

 

Delegates or employees should raise informal complaints or concerns with the  Administration. Criticisms of professional conduct or competence of a member of staff must be referred to the Administrator.

 

If the complainant believes that the complaint or concern is sufficiently serious or sensitive they should talk to the Director who will investigate or arrange for the complaint to be investigated, and then report back in writing, or more usually at this informal stage, through a discussion with the complainant.

 

Formal Complaints

 

Formal complaints should be in writing and addressed to the Administrator.  The Administrator will normally investigate the complaint at first instance, and in most cases the Administrator will meet and talk to the complainant within 5 working days of receiving the complaint.  If possible, resolution will be reached at this stage.

 

It may be necessary for the Director to carry out further investigations.  Written records of all meetings and interviews held in relation to the complaint will be kept.

 

Once the Director is satisfied that, so far as is practicable, all the relevant facts have been established, a decision will be made and the complainant will be informed of the decision.  At each stage of the complaints procedure full attention will be paid to the need for confidentiality.

 

Formal complaints will be dealt with as quickly as is prudent to ensure a full and careful investigation.  Where it is necessary to invoke the OIS procedures the time scale may be extended but all complaints will be dealt with within 20 working days.

 

All concerns and complaints will be treated seriously and confidentially.

 

Where delegates have concerns or complaints they may follow the suggestions laid out under informal complaints, however, if they wish to pursue the complaint further or it is of a serious nature the Human resource department of the delegates’ company should follow the procedures set-out above.

 

 

Final Appeal

Delegates can refer to the BAC if they are not satisfied with how their complaints have been dealt with by OIS.

 

Please contact BAC through the following link:

http://www.the-bac.org/bac-complaints-procedure/

 

 

 

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Training Location

 

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