B-Academy Complaints Policy & Procedure

 

Introduction

 

This document sets out B-Academy complaints policy and procedure and is aimed at our learners and all interested parties who encounter a direct or indirect service from B-Academy.  B-Academy values our learners who undertake our course.

 

Therefore, it is important should you feel you have encountered a level of service that is below both yours and our expectations that you raise any concerns you may have with us immediately so that we may address them and learn lessons appropriate to improving service level expectations.

 

Scope

 

This policy covers complaints that learners and members of the public may wish to make in relation to the qualifications offered by B-Academy.

 

It is not to be used to cover enquiries about services offered by B- Academy or appeals in relation to assessment decisions made by B-Academy. These areas are covered by our Appeals Policy. Should a complaint be submitted which is in fact an appeal we will respond to inform the relevant party that the issue is being considered in accordance with our Appeals Policy.

 

If you are unhappy about the way an examination or assessment was delivered and conducted and you suspect malpractice and/or maladministration may have occurred, you should send your concern to us in accordance with the arrangements in our Malpractice & Maladministration Policy. This should occur as soon as possible to protect any associated evidence that may form part of your complaint.

 

B-Academy responsibility

 

We advise that our staff and learners involved in the management, assessment and quality assurance of our qualifications, are aware of the contents of this policy and that B- Academy has a complaints handling procedure in place to deal with complaints from learners about the services they receive from us.