Orvanta Open College
Purpose
The purpose of this policy is to provide a fair, transparent, and accessible process for learners, staff, and stakeholders to raise concerns or complaints about the services provided by Orvanta Open College. This ensures that all complaints are handled promptly, objectively, and in line with best practice and regulatory requirements.
Scope
This policy applies to:
All registered learners of Orvanta Open College.
All staff employed or contracted by the College.
Any external stakeholders who engage with the College’s services.
This policy covers complaints relating to:
The quality of teaching, learning, or assessment.
The conduct of staff or representatives of the College.
The administration of programmes or services.
The application of College policies and procedures.
Equality, diversity, and inclusion concerns.
It does not cover:
Appeals against assessment decisions (dealt with under the Appeals Policy ).
Allegations of malpractice or plagiarism (dealt with under the Malpractice, Maladministration, and Plagiarism Policy ).
Policy Statement
Orvanta Open College is committed to providing the highest standards of service. All learners and stakeholders have the right to be heard and to have their complaints addressed fairly, respectfully, and without prejudice. Complaints will be investigated thoroughly, confidentially, and resolved at the earliest possible opportunity.
Responsibilities
Complainants must raise complaints in a timely manner and provide relevant evidence.
Staff are required to engage constructively and cooperatively with any complaint investigation.
Quality Assurance Team will ensure complaints are logged, monitored, and reviewed.
Centre Director (or nominee) has overall responsibility for the complaints process and final decision-making.
Complaints Procedure
Stage 1 – Informal Resolution
The complainant should first raise the issue informally with the relevant staff member or line manager.
Every effort will be made to resolve the matter quickly and informally.
Stage 2 – Formal Complaint
If unresolved, the complainant must submit a written complaint to the Quality Assurance Team within 15 working days of the incident.
The complaint must set out the nature of the concern, relevant dates, and supporting evidence.
An investigation will be conducted, which may include interviews with relevant parties.
A written response will be issued within 20 working days of receipt.
Stage 3 – Appeal / Escalation
If the complainant is dissatisfied with the outcome, they may appeal in writing to the Centre Director within 10 working days of receiving the Stage 2 response.
The Centre Director will review the case, and a final decision will be communicated in writing within 20 working days .
Where the complaint relates to a regulated qualification and remains unresolved, the complainant may escalate the matter to the awarding organisation (e.g., OTHM/Qualifi).
Confidentiality
All complaints will be treated with sensitivity and in confidence, with information shared only as necessary to resolve the matter.
Anonymous complaints will be considered at the discretion of the College.
Monitoring and Review
All complaints will be recorded in the College’s Complaints Log.
Data will be reviewed annually to identify trends and areas for improvement.
This policy will be reviewed annually, or earlier if required by regulatory or awarding body changes.
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