Complaints & Appeals Policy
Aims
Learn Pass Achieve hopes that provisions made for students at all stages of their programme of study will make the need for complaints (about that provision) or appeals (against the outcomes of any form of assessment) infrequent.
However, all those concerned believe that it is important for students to be clear about how to raise a concern or make a complaint, and how to appeal against the outcome of assessment. The following guidance attempts to provide such information.
Nothing in this guidance precludes an informal discussion with the person immediately responsible for the issue that you wish to complain about (and who may not be one of the individuals identified below). This is often the simplest way to achieve a satisfactory resolution.
Complaints
If your concern or complaint relates to teaching or other provision made by Learn Pass Achieve, then you should raise it with the teacher providing that provision. The teacher will attempt to resolve your concern/complaint informally as soon as possible.
If you are dissatisfied with the outcome, then you may take your concern further by making a formal complaint to the company Director (Atif Hussain), by email; a.hussain@newhamtuition.com. A complaint may cover aspects of teaching and learning (e.g. teaching facilities, supervision arrangements, etc.). A complaint to the Director should be made only if attempts at informal resolution have been unsuccessful. This should be done in writing and will be acknowledged within two days of being sent. The aim will be to resolve internal complaints within 3-5 working days.
If your concern or complaint relates to Atif Hussain, then you should raise this with , Nayeer Afzal nayeer@learninghive.co.uk
All internal complaints will be dealt with within 3-5 working days. Complaints involving external parties may take longer but should not exceed 20 days.
For procedures on making serious allegations about standards, conduct, financial irregularity or possible unlawful action please refer to our Whistleblowing Policy.
Academic appeals
An appeal is defined as a formal questioning of a decision on an academic matter made by the responsible academic body. A concern which might lead to an appeal should be raised with the centre and the individual responsible for overseeing your work. It must not be raised directly with examiners or assessors. If it is not possible to clear up your concern in this way, you may put your concern in writing and submit it to the company Director (Atif Hussain), the matter will then be investigated further using the appropriate bodies.
OFSTED
It is the responsibility of Learn Pass Achieve to notify OFSTED of any significant events related to our registration or persons connected with our registration. However, if you are concerned about anything related to the provision then you may contact OFSTED yourself on enquiries@ofsted.gov.uk
Independent External Arbiter
Learn Pass Achieve are committed to delivering high-quality educational services and maintaining transparent and effective processes for handling complaints. We aim to resolve all complaints promptly and fairly. However, if a complaint remains unresolved after our internal procedures have been exhausted, an independent, external arbiter will be engaged to ensure impartial resolution. If the complainant remains dissatisfied after the internal complaint’s procedure has been fully exhausted, they have the option to refer the complaint to an independent, external arbiter.
Reviewed by
Atif Hussain
Director/Designated Safeguarding Lead
Written by
Nayeer Afzal
Designated Safeguarding Lead
Date written
20/05/2024
Date reviewed
01/09/2024
Date of next review
01/09/2026
