Open Programme Complaints Policies and Procedure

Please bring any concerns to our attention as soon as possible as this makes it easier to resolve them or, if necessary, take any necessary action.

This procedure explains how:

• you can make a complaint if you feel our services have fallen below the standard which you expect of us

• we will respond to you

• we will try to resolve your complaint

Steps

• It should be possible to resolve most complaints informally. In the first instance you should speak to your tutor and explain the problem.

• If you prefer to put your complaint in writing, or if the matter cannot be resolved immediately, you can email us at: courses@psta.org.uk or via post:

FAO Open Programme Project Manager

The Prince’s School of Traditional Arts

19-22 Charlotte Road, London EC2A 3SG

• You need to submit your complaint within 1 month of the incident/issue about which you are complaining unless it was not reasonable to have done so; otherwise we may be unable to investigate your complaint due to the passage of time.

How we will deal with complaints

• All complaints are treated seriously and we ensure they are dealt with sympathetically and as quickly as possible, whilst maintaining confidentiality to those who need to be involved to resolve your complaint.

• Our staff are empowered to resolve complaints and they will do so at the time if possible. All complaints that cannot be resolved immediately are passed to the Open Programme Project Manager to resolve.

• Upon receipt of your complaint, we will:

o send you an acknowledgement, normally within five working days of receiving your complaint

o investigate your complaint

o send you a full response, normally within 20 working days.

o If your complaint is more complex and requires additional investigation it may take longer to respond to you. We will tell you by the end of the initial 20 working days if this is the case and will give an indication of how long it will take us to respond.

o Student feedback is integral to our quality improvement activities. All complaints are monitored and monitoring reports are regularly provided for the Open Programme Manager.

If you are not happy with our decision

• If, after having followed the above procedure, you are still dissatisfied, you should write to the Open Programme Manager. You need to do this within 1 month of the Open Programme Project Manager’s decision; otherwise we may not consider your appeal.

• You should:

o confirm the decision(s) you wish to appeal

o explain the reasons for your appeal

o detail any action you would like us to take.

o Write to:

FAO Open Programme Manager

The Prince’s School of Traditional Arts,

19-22 Charlotte Road, London EC2A 3SG

Or email courses@psta.org.uk . Please mark your email as an ‘appeal’.

• The Open Programme Manager will

o send you an acknowledgement, normally within five working days of receiving your appeal

o consider your appeal and any actions you would like us to take

o send you a full response, normally within 20 working days.

o If your appeal is complex and requires additional consideration it may take longer to respond to you. We will tell you by the end of the initial 20 working days if this is the case and will give an indication of how long it will take us to respond.

o The Open Programme Manager may undertake further investigation meet with you/ contact you further if s/he considers this is necessary to obtain additional information or to reach a fair decision.

o The Open Programme Manager’s response will tell you our decision and whether we will undertake any action you may have requested. Their decision is final.

We may decline to deal with your complaint if any of the following apply:

• you do not adhere to any of the timescales set out in this procedure

• we consider that your complaint has been/ should be/ is being dealt with under a different procedure or process

• we consider that, in the circumstances, it is not reasonable or practicable to investigate your complaint

• we consider you to be a habitual or vexatious complainant*

• We will inform you if any of these apply.

*Whilst the School makes every effort to respond with patience and sympathy to the needs of all complainants it may decline to deal with habitual or vexatious complainants, i.e. where a student brings repeated complaints about the same issue, seeks to use the complaints procedure for improper purposes or behaves in an unacceptable manner (e.g. towards our staff) when bringing a complaint.