BRITISH SCHOOL OF MARKETING INTERNATIONAL
Complaints policy and procedures
September 2018 Review date: September 2019
British School of Marketing International is dedicated to delivering quality teaching and pastoral care to current and future students. Since each one of our student’s experiences is vital to our growth process, we take every complaint very seriously to improve the quality of teaching and pastoral care to enhance the experience of our students at BSMI. This means having a clear, fair, and efficient procedure for dealing with any complaints from parents of registered students, host families or general complaints against the school so that any issues that arise can be dealt with as swiftly and effectively as possible.
All school staff will be made aware of complaints’ procedures and expected to review this document regularly in order that they are familiar with our process of dealing with complaints and can be of the most assistance when an issue is brought to their attention.
This document explains that procedure and the steps that it outlines should be referred to and followed by all students and their parents whenever an issue arises that causes them concern. If it becomes necessary to alter the time limits and deadlines set out within this procedure, you will be advised accordingly, given an explanation and provided with revised timescales.
This document does not apply to complaints about:
Each of these follows its own process of complaints and appeals, which are outlined in their relevant policies.
If there is an allegation or concern about physical or sexual misconduct towards a child, or there is a belief that a child may be at risk of serious harm, the school may immediately refer the case to child protection and welfare services. If it is decided that there is cause for an official investigation, the decisions by these authorities will supersede those made by the school and outlined in this document. Where the complaint relates to a safeguarding referral made by a member of staff at the school, any consideration of that complaint by the school will be limited to a review of the reasonableness of the decision to make the referral in light of the evidence available to the member of staff at that time and in light of the school’s safeguarding policies.
For more information on our school’s provision for protecting our pupils, read our child protection and safeguarding policy. The safeguarding policy can be found at the following link: Child protection and safeguarding policy
If your complaint is about a member of staff, you should first raise this with the either in person or in writing, and a meeting can be arranged with the Managing Director /Director of Studies to discuss the issue at hand.
If your complaint is about the Head Teacher, you should raise your concern in writing with the Managing Director, if your complaint is about the Managing Director then you should raise your concern in writing with a member of senior management.
Please note: Any complaints regarding staff can be made to Miss Duygu Cevik (Managing Director) at the following email address: firstname.lastname@example.org
There is no suggested time-scale for resolution at this stage given the importance of dialogue through informal discussion although it would be expected that most issues would be resolved within 10 days.
When an issue or concern first arises
Stage 1: Initial informal meeting:
If you have a concern that you would like to take up with the school you should initially inform a member of staff either in person, by telephone or in writing. Your concern will be dealt objectively. You may then be invited to an informal meeting with the member of staff most appropriate for dealing with your concern.
All parties who are involved in the situation will be listened to objectively prior to taking any action. The complaint will be recorded and an action plan will be shared with the concerned individual(s). All parties that are involved will be also made aware of the action plan and the potential outcome. If the concerned individual is not happy with the outcome and requires further action, their feedback will be recorded. The recorded feedback will be shared with the Managing Director for further action.
We encourage parents to approach staff with any concerns they may have and aim to resolve all issues with open dialogue and mutual understanding.
Stage 2: Formal complaints
Occasionally, however, a concern will be too serious to be handled in this way, perhaps needing greater investigation or because the person concerned may not feel that the answers given so far have been acceptable or adequate. In such circumstances, the concern will become a complaint and the formal procedure below will be followed.
If you do not feel that your concern has been dealt with as you would like, are unhappy with the outcome of your informal meeting or feel that the issue is serious enough that it warrants it, you can make a formal complaint in writing to the Managing Director. Your written complaint should provide sufficient detail of the issues to allow the Managing Director to investigate and respond to the complaint. You should also set out what you feel would resolve the complaint.
Please note: Please see the attached stage 2 complaint form to be completed and sent to Miss Duygu Cevik (Managing Director) at the following email address: email@example.com
The Managing Director should acknowledge your complaint in writing within 10 working days. They will outline their decision if there is one to be made, and any action to be taken as a result of your complaint. If they have decided not to take any further action on the issue, they will explain what they have decided, how they have reached this decision, and will outline your right to take the matter further and the steps to be taken. A record of all interactions with you and other staff, meetings and decisions made in reference to your complaint.
If the complaint is against a member of staff, the Managing Director will talk to that employee. If it is an allegation of abuse, the school or external child welfare authorities to which the school reports may instigate a formal investigation. Please refer to our safeguarding policy for an outline of this procedure.
If you are dissatisfied with the outcome of your complaint, you can contact English UK, in writing. This organisation will provide the client with detailed information on its role when investigating complaints about accredited language schools and colleges. The contact details for this organisation are: English UK, 219 St John Street, London EC1V 4LY. Telephone: +44 20 7608 7960.
If the individual would rather discuss any serious personal matters with an independent body and/or in their chosen language BSMI recommends calling ChildLine on 0800 1111 or your own country's embassy. These contact details are available on request.
Records, review and monitoring of complaints
The school will record the progress of all complaints, including information about actions taken at all stages, the stage at which the complaint was resolved, and the final outcome. The records will also include copies of letters and emails, and notes relating to meetings and phone calls. This material will be treated as confidential and held centrally and will be viewed only by those involved in investigating the complaint.
Records of complaints will be kept securely, only for as long as necessary and in line with data protection law.
British School of Marketing International will review and evaluate all complaints no matter how far they are taken or what the outcome to ensure that similar problems are avoided in the future or to see if they could have been managed any more effectively. All records of any complaints will be kept confidential but may be inspected where appropriate by any inspection body.
Staff who have a concern about a colleague or a volunteer member of staff should refer to our whistleblowing section in the BSMI safeguarding Policy.
The procedure for dealing with any other staff complaints or employee grievances is set out in the school’s staff discipline, conduct and grievance policy. These policies can be found in the staff handbook.
UNREASONABLE AND PERSISTENT COMPLAINTS:
BSMI will do its best to resolve all complaints in a timely manner. This Complaints Procedure is in place to enable concerns to be heard and fully investigated and ensure that a clear response is given. If someone repeatedly contacts the school about the same complaint and the school feels that the matter has been adequately solved, the Managing Director will inform them in writing that the procedure has been exhausted, that the matter is now closed and that no further correspondence will be entered into. This decision will never be taken lightly.
A complaint may be regarded as unreasonable. This may be the case where a complainant:
*Refuses to articulate their complaint or specify the grounds of a complaint or the outcomes sought, despite offers of assistance;
*refuses to co-operate with the complaints’ investigation process;
*refuses to accept that certain issues are not within the scope of a complaints procedure;
*insists on the complaint being dealt with in ways which are incompatible with the school procedure or with good practice;
*introduces trivial or irrelevant information which the complainant expects to be taken into account and commented on, or raises large numbers of detailed but unimportant questions, and insists they are fully answered, often immediately and to their own timescales;
*makes unjustified complaints about the staff who are trying to deal with the issues, and seeks to have them replaced;
*changes the basis of the complaint as the investigation proceeds;
*repeatedly makes the same complaint (despite previous investigations or responses concluding that the complaint is groundless or has been addressed);
*refuses to accept the findings of the investigation into that complaint where the school’s complaint procedure has been fully and properly implemented and completed including referral to the Department for Education;
*seeks an unrealistic outcome;
*makes excessive demands on school time by requesting lengthy, complicated and stressful contact with staff regarding the complaint in person, in writing, by email and by telephone while the complaint is being dealt with.
A complaint may also be considered unreasonable if the person making the complaint does so either face-to-face, by telephone or in writing or electronically:
The Managing Director will inform a complainant if because of any of the above conditions the school considers the complaint to be unreasonable. If the behaviour continues, this will be confirmed in writing, explaining that the complainant’s behaviour is unreasonable and asking them to change it. For complainants who excessively contact British School of Marketing International, causing a significant level of disruption, we may use specific methods of communication and limit the number of contacts in a communication plan. This will usually be reviewed after 6 months.
In response to any serious incident of aggression or violence, the concerns and action taken will be put in writing immediately and the police informed. This may include banning an individual from The British School of Marketing International premises. This decision will also be reviewed after 6 months.
If your complaint is regarding student accommodation please contact the Welfare Officer:
Duygu Cevik at firstname.lastname@example.org or call us on the following number:
01202 068 136.
If your concern is regarding the academic progression of the student please contact the Director of Studies at email@example.com or call us on the following number: 01202 068 135.
If your concern is regarding the health and welfare of the student please contact the Welfare Officer: Duygu Cevik at firstname.lastname@example.org or call us on the following number: 01202 068 136.