Complaints Policy and Procedure
Academic Year: 2025-26
Introduction
UKCBC is committed to monitoring and evaluating all its services to enhance quality. Feedback and comments on these services are always welcome. Relevant individuals, including students and other stakeholders are routinely encouraged to provide feedback to college staff and management. For concerns or issues that require resolution this Complaints and Appeals Policy and Procedure is the mechanism by which UKCBC students, alumni and other stakeholders can raise an issue for investigation.
UKCBC is committed to concluding any formal complaint, including any subsequent appeal within 90 calendar days of receipt of a complaint.
Scope and Definition of Complaints
A complaint is defined as an expression of concern or dissatisfaction that requires a response or resolution whether formally or informally.
No student or stakeholder will be disadvantaged by raising a complaint in good faith, in line with the Student Charter and Student Code of Conduct.
Process of Complaints Investigation
Initial Receipt of Complaint
Anyone who may wish to make a complaint can send an email to our dedicated complaints email inbox complaints@ukcbc.ac.uk. Students who are actively studying can alternatively raise an issue or complaint through the “contact us” button on their E:vision Student 360 View. Staff may also receive complaints directly in writing which will then be forwarded on to the complaint inbox or a complaint record created in E:vision.
When a complaint is received it will be directed to an Investigating Officer who will then seek advice from staff with the appropriate knowledge of the subject of the complaint. The complaint will then be categorised into either Informal, Formal A or Formal B. Where possible the investigating officer will not have operational authority over the subject matter of the complaint to avoid perceived bias in the addressing of complaints.
Informal – The complaint where the resolution is quick and simple with no need to investigate further and in entirely within the ability of the Investigating Officer or an appropriate member of the staff to address.
Formal A – The complaint holds a level of severity and requires further investigation to address the complaint fully.
Formal B – The complaint is of extremely significant concern and must be escalated to senior members of staff. For example, a complaint concerning possible criminal activity.
Process of Addressing and Investigating Complaints
Informal – As a first step a student with a concern or complaint should try to resolve the matter with their course leader or a member of staff responsible for the service. Most of the complaints will normally be resolved informally by a member of the staff. Informal complaints can be made orally or in writing, normally within 10 working days from the incident that arises the complaint. Once this is addressed the complaint is closed, a response to be made available to the students via email normally within 5 working days. If the student is dissatisfied by the outcome of the informal resolution, then the student can follow Formal Stage A, Formal Stage B procedure as described below.
Formal A – An investigation panel is convened by the Investigating Officer. This panel should consist of the Investigating Officer and 2 other members of staff. The panel should be one member of staff appropriate to be able to suggest a resolution and another member of staff to review the resolution. The formal complaint should be submitted on a Formal Complaint Form (annex.1) indicating the resolution sought with evidence for consideration for the Panel. Once the panel has agreed to the resolution the Investigating officer will communicate the resolution to the complainant normally within 5 working days. At this point the complainant will be informed of their option to appeal or escalate their complaint to the next stage.
Formal B – An investigation panel is convened by the Investigating Officer. This panel should consist of the Investigating officer and 2 Senior members of staff not previously involved in the complaint in the event of a complaint having been escalated. The panel holds a meeting to review the complaint and outcomes at previous stages if escalated. The content of the complaint and supporting evidence is presented to the panel in the meeting and an outcome to address the complaint is agreed upon by the panel. The complainant will also be invited to make representations in the meeting. The outcome is then communicated to the to the complainant normally within 5 working days and the option to request a completion of procedures letter to escalate the complaint to the Office of the Independent adjudicator if the complainant is not satisfied.
Timeline for the Complaint Process
Current students must submit a Complaint within 3 months of the incident to which the complaint relates. A Complaint raised by a graduate student must be received within 6 months following cessation of their student enrolment, subject to the related incident occurring when the student was enrolled at UKCBC.
The investigating officer will acknowledge receipt of the complaint within 3 workings days of the complaint being received this date being Day Zero. At this point the complainant will be provided with a copy of this policy.
Within 5 working days from Day Zero the complainant will be notified of the initial stage of the complaint and the suggested resolution or next steps.
For informal complaints the resolution will be provided within the 5 working days from Day Zero.
For Formal A stage complaints, the panel will convene and review the complaint within 10 working days from Day Zero and the outcome will be communicated to the complainant within 15 working days from Day Zero.
For Formal B stage complaints, the panel will convene and meet within 15 working days from Day Zero and the outcome will be communicated to the complainant within 20 working days from Day Zero.
When a complaint is escalated Day Zero will be the date from which the complaint has been escalated.
On the occasion that the investigating officer or panel being unable to comply with these timescales the complainant will be informed of any changes. This will only be when unforeseen circumstances arise which impede the ability of the panel/investigating officer to fully review the complaint or evidence.
General Points regarding the Complaints Process
Ultimately if the complainant at the end of the complaint process remains not satisfied by the outcome, they may request a Completion of Procedures letter where eligible if they wish to progress the complaint directly with Office of the Independent Adjudicator for Higher Education (OIA). The letter will note that the internal procedures have been fully exhausted and to what stage.
Details of the complaint, investigation and action will be recorded and added to the database of records of Complaints Performance.
If an individual is unsure about the complaints and appeals process, designated UKCBC staff can provide support and guidance through the process. Furthermore, a complainant may receive support and assistance from a chosen representative during the process and at investigation meetings.
Complaints from Students Enrolled Under Partnership Provision
Students enrolled under University Partnerships who are advised that their complaint is related to an Academic Concern and are not satisfied with the outcome of their complaint and appeal to the UKCBC Complaints and Appeals Process can make a complaint to the relevant Partner University. Such complaints are received and processed as per the Complaints Procedures of the Partner University. The University will make a final decision on the outcomes of their complaint made to UKCBC.
Students enrolled under University Partnerships are advised that if their complaint is not an Academic Concern, they cannot make such a complaint to the Partner University as it is a matter solely for UKCBC.
Data Protection
UKCBC is fully compliant with The Data Protection Act 2018, the UK’s implementation of the General Data Protection Regulation (GDPR). Data submitted to the Complaints and Appeals System is secure and will not be shared. UKCBC’s Data Protection Officer can be contacted by any potential or active complainant to assuage any concerns they have regard their data.
Data Usage
Although individual complaints data is not shared, UKCBC will use the collective data for analytic purposes to measure and evaluate the performance of the Complaints and Escalation/Appeals Process. The regular reports generated with various metrics will empower UKCBC to respond quickly to change the Complaints and Appeals Process when required.
Complaints Annual Review
In addition to the data generated in the regular reports of the Complaints and Appeals System’s performance, other data is considered in annually reviewing the efficiency and efficacy of the complaints and appeals handling. All complaints are reviewed, considered, and investigated to inform improvements for the complainant experience. This is formally reviewed each semester resulting in a report by the Director of Education for academic related complaints and the Chief Legal and Operations Officer for the College infrastructure or non-academic student experience complaints. These reports are annually collated and evaluated by the Senior Management Team leading to the ratification of enhancements that mitigate against activity or situations that have triggered complaints.
Complaints relating to Partner University registered students are shared with the relevant University link tutor for internal records.
Document Details
Document Owner: Department of Registry
Updated Date: March 2025
Review Date: April 26