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Student's Complaints Procedure

1. General Information

Student Complaints Procedure

The following complaints procedure is designed for use by students registered on validated schemes of the School of Computing and Business Studies, in instances when it is not possible to invoke an existing School of Computing and Business Studies procedure. This procedure is intended to incorporate the principles of natural justice and procedural fairness and shall be conducted in reference to the following guidelines:

  • A person making a decision in a case should declare any personal interest they have in the proceedings;
  • A person who makes a decision should be unbiased and act in good faith;
  • Proceedings should be conducted so that they are fair to all parties;
  • Each party should be given the opportunity to ask questions and contradict the evidence of an opposing party;
  • A decision maker should take into account all relevant considerations and extenuating circumstances and ignores any irrelevant considerations;
  • Justice should be seen to be done.

Wherever possible, the School would wish to see any complaint resolved as close as possible to its point of origin, and with a minimum of formality. The following procedure should apply where this has been investigated, and found to be not possible. It is important at all stages of the complaints process for all parties to be clear as to whether a complaint is being handled informally of through a formal procedure. 

In some cases the School may be willing to meet reasonable expenses incurred by the complainant in the course of pursuing his/her complaint. Informal advice about invoking this procedure including arrangements for the meeting of reasonable expenses can be obtained from the School's Office. 

A diagram outlining the entire complaints process is included at the back of this booklet for easy reference.

This procedure applies to:

Complaints arising from a student's educational experience, other than disputes relating to assessment and examinations; Complaints in respect of academic and/or administrative support or other services provided by the School; 

Complaints regarding alleged harassment by staff of School; Complaints arising from alleged discrimination by staff of SCBS in relation to gender, race, disability, sexual orientation or otherwise.

Student Complaints Procedure APPENDIX 1-5

This list is not exhaustive – complaints falling outside those listed above will be considered and investigated at the discretion of the Principal.

The investigation of formal complaints relating to matters which have occurred more than twelve months previously will be investigated at the discretion of the Principal.

This procedure does not apply to:

Candidates wishing to appeal against an academic decision – separate procedures exist for such appeals. Candidates should also note that appeals against the academic judgement of examiners cannot be accepted; 

Disciplinary matters – these should be dealt with in accordance with separate procedures in place within the validated institution, though complaints will be accepted against the disciplinary procedure process and/or outcome; Fitness to Practise issues - these should be dealt with in accordance with the School's

2. Submission of a Complaint

All correspondence regarding complaints, including submission of complaints and informal advice regarding complaints, should be submitted to: 

Principal

School of Computing & Business Studies

403-405 Brixton Road

London SW9 7DG

Tel: 020 7733 7063

Fax: 020 7738 7542 

Email: info@scbs.org.uk

3. Stage One

In order to make a formal complaint, the student concerned should submit the attached Complaints Form and attach any supporting evidence to: address above (ref: Student Complaints) at the address above. The Form can be submitted electronically, though certified copies of documents (e.g. medical certificates) may be requested. Should a student prefer the complaint to remain anonymous and it is feasible to do so, the Academic Committee shall seek to respect the student's wishes. 

The Academic Committee will confirm receipt of the complaint to the student normally within 5 working days and will liaise with the designated member of the Board of Directors regarding the complaint. 

The Academic Committee shall contact the Institution concerned and request a response to the complaint, to be received by the Academic Committee normally within 10 working days. Copies of the initial complaint and Institution's response shall be forwarded to the designated member of the Board of Directors for Consideration. 

The designated member of the Board of Directors considering the case will liaise with colleagues in the Academic Committee to formulate a written response to the complaint, normally within 10 working days of the complaint being received by the Academic Committee. The response, and details of any action to be taken in the light of the complaint, will be sent by the Academic Committee to the student and to the Board of Directors.

Student Complaints Procedure APPENDIX 1-5

The outcomes available are as follows:

(a) Complaint not upheld.

(b) Complaint upheld in whole or in part.

(c) In the event of a complaint being upheld in whole or in part, recommendations should be made in respect of remedial action required. A response may be required from the institution concerned, within a set timeframe. 

Alternatively, the designated member of the Board of Directors considering the case may decide that a meeting with the student and/or representatives of the Institution is necessary. In such instances, the Academic Committee shall make the necessary arrangements and an Academic 

Committee staff member will join the designated Board of Directors member considering the case at the meeting. The meeting shall be held via telephone or videoconference if necessary. In the event of a meeting being held, the student and Institution shall have access to all relevant documentation relating to the complaint. The student may be accompanied, but not represented, by a member of the academic or welfare or advisory staff of the Institution concerned or by a student or officer of the Students' Union at the Institution concerned, but not by any other individual. Any person accompanying a complainant shall be asked by the member of the Board considering the case to identify themselves at the beginning of the meeting and may be invited during the hearing to speak in relation to the case. The appellant may not send another person to a hearing in his/her stead. 

The outcomes available are as follows:

(a) Complaint not upheld.

(b) Complaint upheld in whole or in part.

(c) In the event of a complaint being upheld in whole or in part, recommendations should be made in respect of remedial action required. A response may be required from the institution concerned, within a set timeframe. 

Following a meeting, the designated member of the Board of Directors considering the case will liaise with staff in the Academic Committee to formulate a written response to the complaint, normally within 10 working days of the meeting taking place. The response and details of any action to be taken in the light of the complaint will be sent by the Academic Committee to the student and to the Institution.

4. Stage Two: Appeal Against Outcome

If a student is not satisfied with the outcome of the Stage One investigation of the Complaint, he/she may submit an appeal against the outcome within 10 working days of the written judgement being issued by the Academic Committee. 

The appeal should be submitted to the Principal.

The outcomes available are as follows:

(a) Complaint not upheld.

(b) Complaint upheld in whole or in part

(c) In the event of a complaint being upheld in whole or in part, recommendations should be made in respect of remedial action required.

5. Stage Three: Complain to External Authorities

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6. Monitoring And Evaluation

The nature, incidence and outcomes of complaints will be regularly monitored and an annual report made to the Board of Directors in this respect.

Student Complaints Procedure APPENDIX 1-5

Before proceedings with the complaint please ensure that you are familiar with the student complaints procedure. Wherever possible, the School would wish to see any complaint resolved as close as possible to its point of origin, and with a minimum of formality. The following procedure should apply where this has been investigated, and found to be not possible.

The form should be completed in full; any supporting documentation should be attached securely. 

You are also advised to retain copies of all documentation.

  • Full Name
  • Address for 
  • Correspondence
  • E-Mail Address:
  • Telephone Number:
  • Department Studied at:
  • Programme Studied:
  • Dates you were enrolled on the programme:

You're complaint

Please set out the main points of your complaint. Please include: 

  • Details of how this was raised initially (and with whom);
  • Any supporting documentation or other evidence. [This might include a chronology listing in date order all letters, phone calls and meetings that are relevant to your complaint, a list of the rules and regulations of SCBS relevant to your complaint, a signed statement from any third party who can provide evidence relevant to your complaint.]

Declaration

I understand that:

You will first decide whether the complaint is eligible under the rules. You will need to handle personal details about me, which could include sensitive information (for example, relating to health matters), in order to deal with my complaint effectively. 

You may need to exchange information about my complaint with persons and organisations (for example to find out important facts relating to my complaint). 

You will keep my personal information confidential except as is necessary to deal with the complaint as set out above. 

I agree to the above and confirm that I believe the facts stated in this application are true:

Signed:

Date:

Student Complaints Procedure APPENDIX 1-5

School of Computing and Business Studies

403-405 Brixton Road

London SW9 7DG

Tel: 020 7733 7063

Fax: 020 7738 7542

Student Complaints Procedure