Complaints Policy

How Bright Pathway handles Student Complaints

Bright Pathway’s Complaints Policy ensures a fair and structured process for addressing dissatisfaction with services. Through defined stages, complaints are thoroughly investigated and actioned promptly, aiming for resolution within set timelines. Upholding transparency and fairness, this policy avoids discrimination against complainants, provides reasons for decisions, and ensures remedial action for valid complaints.

It also fosters continuous improvement by recording and reviewing complaints annually. Confidentiality, access to information, and conflict resolution procedures are integral parts of this policy’s implementation.

1.Introduction:

The Complaint Policy of Bright Pathway is devised to ensure that student complaints are treated with utmost seriousness, and if validated, addressed promptly to safeguard the interests of our students. Our commitment to delivering high-quality services is reflected in our resolve to eradicate any service-related issues expeditiously.

2.Purpose:

The primary purpose of the Complaint Policy at Bright Pathway is to establish a systematic and comprehensive approach for addressing and resolving student concerns. This commitment to high-quality services and efficient issue resolution is intended to provide a clear and consistent procedure for investigating and addressing complaints related to both academic and administrative services.

3.Scope:

This policy is applicable to all enrolled students and covers both informal and formal complaint procedures. By encouraging open communication and offering a structured framework, it aims to enhance the student experience and foster continuous improvement within the Centre.

4.Informal Complaint Procedure:

Students are strongly encouraged to pursue an informal resolution by engaging in direct discussions with relevant parties, such as instructors or administrative staff. This collaborative approach is designed to achieve a swift and amicable resolution to concerns.

5.Formal Complaint Procedure:

If an issue remains unresolved through informal channels, students may initiate a formal complaint by submitting a written complaint to the designated authority. The formal process entails a thorough investigation, with efforts made to address and resolve the complaint fairly and in a timely manner.

How to Raise a Formal Complaint:

Step 1: Initial Contact:

To formally initiate the complaint resolution process, begin by contacting our customer service team through the following channels during our operational hours: call us or send an email to support@brightpathway.co.uk. We anticipate that the customer service team will address and resolve your complaint within five working days. However, if the issue persists, proceed to Step 2.

Step 2: Provide Complaint Details:

If your complaint remains unresolved at stage 1, you may choose an alternative route by emailing a comprehensive account of your complaint, ensuring a precise articulation of the complaint points and specifying the desired resolution, to complaint@brightpathway.co.uk.

Step 3: Complaint Review and Investigation:

Our dedicated complaints dept. will promptly review your complaint, initiating a thorough investigation led by our Quality Assurance Team. We are committed to providing you with an update or resolution within five working days. If, for any reason, the investigation extends beyond five working days, our Complaints Officer will communicate the reasons for the delay.

6.Additional Note:

In situations involving conflicts of interest, our conflict-of-interest policy will be invoked, and appropriate measures will be taken to mitigate any potential biases or challenges in the resolution process. This structured process ensures a systematic and timely resolution of your concerns, emphasising transparency and effective communication throughout the investigation.

7.Resolution Process:

All complaints are promptly acknowledged upon receipt, followed by a full internal investigation conducted impartially and thoroughly by Bright Pathway’s Quality Assurance Team and Complaints Dept. A written report of findings and any remedial action is provided to the student within 10 working days of receiving the complaint. While most complaints are anticipated to be resolved at the informal stage, every effort is made to ensure complete resolution at the Quality Assurance Team level.

8.Escalation:

If dissatisfied with the outcome, students have the right to escalate the complaint to the awarding body after completing the internal process. The awarding body will only entertain complaints that have exhausted the internal process and pertain to matters relevant to the awarding body.

9.Monitoring and Review:

The Quality Assurance Team is responsible for monitoring the policy’s implementation, with an annual review to ensure its effectiveness and relevance. Complaints are recorded and reviewed annually to maintain consistent, appropriate decisions and drive necessary improvements in services. All complaints are securely held for three years for audit purposes and staff training.