Complaints Procedures

PURPOSE

The purpose of this complaints policy is to set out IMIT’s approach to continuous improvement and feedback and to provide a clear process to be followed in the event of a complaint.

DEFINITION OF A COMPLAINT

A complaint is any expression of grievance that any of the services of IMIT has failed or is failing to meet reasonable expectations, or that a member of staff or a student has behaved or is behaving unreasonably.

APPLICATION

The policy applies to complaints raised by students, parents, guardians, employers, customers or the general public in relation to IMIT’s activities, staff and services. The procedure is not applicable to staff members who have a
grievance against an individual person such as another staff member or student.
Such grievances are the subject of a separate staff grievance procedure. This policy also excludes complaints relating to admissions procedures and Assessment Appeals as other procedures apply

This procedure should be used in the event of any person disputing the
institute’s delivery of standards as outlined in the Student Charter or:

• Wishing to provide feedback to enable the institute to improve in any aspect
• Deficiencies in standards of service (which might include problems with support facilities such as welfare, accommodation and teaching facilities).
• Dissatisfaction with standards of teaching provision (for example, the basic academic framework such as structure, arrangements for assessment and information provided about a course).
• Dissatisfaction with the arrangements of the provision for
  tuition.
• Other deficiencies in the quality of the student experience.
• To pass on feedback of a positive nature that might lead to further positiveexperiences

RESPONSIBILITIES

1. All members of staff have a responsibility to listen and try to resolve concerns
   at the point of origin.
   Departmental Heads and the Director of IMIT are responsible for
   acknowledging, investigation and resolving formal complaints within their
   area of responsibility. The dean of studies (Academic affairs officer) is responsible for considering Appeals against the findings of an investigation into a complaint. The Quality Manager is responsible for the operation of the complaints procedure, including the recording, analysis and reporting on trends and issues around complaints , compliments and feedback.
   IMIT will keep a complaint confidential in as far as is necessary to comply with its data protection obligations. No complainant or person complained against will be discriminated against while the complaint is being dealt with. IMIT cannot guarantee confidentiality and it may deem it necessary to divulge certain information if the school believes there is a Health and Safety or Safeguarding risk. The school confirms to students as part of their induction that it will share information with parents / sponsors if the school deems it necessary.
2. Complaints of a minor nature should be raised immediately with any relevant member of staff. Although such issues may be addressed in formally, staff are required to log brief details of informal complaints f or internal monitoring purposes. Where issues cannot be resolved informally at point-of -origin, individuals may wish to make a formal complaint using the process outlined below.
3. The individual should lodge their formal complaint using either: the Complaints Form; email directly to the Quality Manager; or in person to a member of staff w ho will be expected to complete the logging process on their behalf .3.1 All formal complaints will be acknowledged within two working days using a standard template and forwarded for investigation to the relevant departmental. or authority.3.2 All formal complaints will be fully investigated and responded to within 5 working days. The response will include relevant details about the investigation, conclusion and any required corrective action. The Quality Manager will be responsible f or checking any response letters and issuing on behalf of the school to the complainant, as well as advising of any additional means of communication.3.3 If the complainant remains dissatisfied, they may appeal in writing to the Director of IMIT w ho will investigate further and respond within 10 working days.