Complaints Policy & Procedures

1. Purpose

The purpose of this policy is to ensure that complaints, complements, and suggestions are welcomed and dealt with in a timely, sensitive, and appropriate manner. This policy aims to provide students with a formal process for addressing concerns and complaints while ensuring impartial and confidential handling of such matters.

2. Scope

This policy applies to all current and former BritPathway learners and staff members.

3. Lodging a Complaint

Students dissatisfied with any aspect of BritPathway services, whether academic or non-academic, are encouraged to approach the relevant team promptly and directly. Informal complaints should be raised with the tutor or concerned staff member.

To initiate a formal complaint, students may access the complaints form on our website or request it from the support team via email. Complete the form and submit it to supervisor@BritPathway.org.uk for review.

4. Complaint Handling Procedure

1. Formal Complaint – Stage 1: After an informal attempt to resolve, submit the complaint form. BritPathway acknowledges receipt within 5 working days. Initial response within 10 days, up to 20 if complex.
2. Further Escalation – Stage 2: If unsatisfied, escalate to the Centre Manager for resolution within 20 working days.

5. Appeals

If dissatisfied with the response, learners may appeal in writing to the Principal. Final decision advised within 10 working days.

6. Confidentiality

All complaints and information treated with utmost confidentiality, shared only as necessary for resolution.

7. Retaliation

BritPathway prohibits retaliation against good-faith complainants; violations result in disciplinary action.

8. Record Keeping

BritPathway maintains complaint records and resolutions for a minimum of 2 years.

9. Review and Revision

Periodic review ensures policy effectiveness and compliance with laws and regulations.