* Equality Impact Assessments are carried out to see whether the policy has, or is likely to have, a negative impact on grounds of: age, disability, gender reassignment, pregnancy and maternity, race, religion or belief, sex or sexual orientation.
Equal Opportunities: Impact Assessed
The Academy welcomes comments and complaints from all learners and clients as well as from the general public. We use this process to improve services for learners and the wider community in which we exist.
LincsBTMA is committed to the continuous improvement of the services we provide. We recognise that, occasionally, mistakes will be made or the service offered will not meet as individual’s requirements or expectations. For these reasons it is our policy that all complaints should be:
The Academy’s Charter sets out the standards and services learners can expect us to provide, as well as the learner’s responsibilities.
No complainant brining a complaint under this procedure will be treated less favourably by any member of staff. If there is evidence to the contrary, the member of staff may be subject to disciplinary proceedings.
The policy applies to all members of the College community but does not replace College procedures for, staff grievances, academic appeals and student disciplinary action: those procedures should be used where appropriate.
The Human Rights Act 1998 applies to the operation of this policy..
Actions to Implement and Develop Policy
Complaints about courses to be made directly to the Principal. Where this is not possible or does not result in satisfactory resolution, the complaint should be submitted in writing.
The Academy usually expects complaints to be made by the person concerned. However it will consider complaints made by a learner’s parent or advocate.
Anonymous complaints cannot be investigated.
All comments/complaints will be forwarded to the Student Services Co-ordinator who will acknowledge receipt within one working week. The Student Services Co-ordinator will then forward to the relevant college manager.
The Principal will respond in writing within one working week, explaining what has happened as a result of the complaint. Where this involves a member of staff, specific detail of action taken will not be made available. This is to ensure that our employees are afforded appropriate dignity at work.
If the complaint requires further investigation that cannot be carried out within the week, the manager shall keep the complainant informed and specify a date when a response can be given.
Governing Body should also be addressed to the Clerk to the Corporation.
Monitoring & Evaluation
The Principal should maintain a confidential record of complaints dealt with and will maintain a record of all complaints, appeals and outcomes and produce a termly report for analysis with the Lead IV.
Assessment Decisions for VTCT Learners
To ensure that all students are fairly, accurately and regularly assessed in a consistent manner.
To meet and exceed the requirements placed upon us by QCA and VTCT.
To ensure that valid assessment decisions are reached for all our students and that external requirements are fully met.
If there is any question of unfair assessment by a learner the following should be adhered to: