{"id":23609,"date":"2025-04-16T11:05:40","date_gmt":"2025-04-16T11:05:40","guid":{"rendered":"https:\/\/malvern.onyx-sites.io\/?page_id=23609"},"modified":"2026-07-02T16:04:55","modified_gmt":"2026-07-02T16:04:55","slug":"politique-en-matiere-de-plaintes","status":"publish","type":"page","link":"https:\/\/malvernhouse.com\/fr\/useful-information\/policies\/complaints-policy\/","title":{"rendered":"Politique en mati\u00e8re de plaintes"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"23609\" class=\"elementor elementor-23609\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6cb3ce69 body-header-small colour-block e-flex e-con-boxed translate-yes e-con e-parent\" data-id=\"6cb3ce69\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-77929e24 section-style-blue elementor-widget elementor-widget-Section settings\" data-id=\"77929e24\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"Section settings.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-57e0210a e-con-full e-flex translate-yes e-con e-child\" data-id=\"57e0210a\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-67c4cc7d elementor-widget elementor-widget-heading\" data-id=\"67c4cc7d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<span class=\"elementor-heading-title elementor-size-default\">Malvern Policies<\/span>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-714138e9 e-con-full e-flex translate-yes e-con e-child\" data-id=\"714138e9\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e59987b elementor-widget elementor-widget-heading\" data-id=\"e59987b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Complaints policy<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d0dbe82 e-flex e-con-boxed translate-yes e-con e-parent\" data-id=\"d0dbe82\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b22ec39 table-block elementor-widget elementor-widget-text-editor\" data-id=\"b22ec39\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<br>\n<table>\n<thead>\n<tr>\n<th>Version<\/th>\n<th>1.1<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td>Approved on:<\/td>\n<td>May 19th 2026<\/td>\n<\/tr>\n<tr>\n<td>Approved by:<\/td>\n<td>COO<\/td>\n<\/tr>\n<tr>\n<td>Next review date: <\/td>\n<td>May 2027<\/td>\n<\/tr>\n<tr>\n<td>Note:<\/td>\n<td>Anticipated that in the next academic year this will be redundant and MHEP policies will take precedence, in line with other HE provision. <\/td>\n<\/tr>\n\n<\/tbody>\n<\/table>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-c4ada63 e-grid e-con-boxed translate-yes e-con e-parent\" data-id=\"c4ada63\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1cfae74 elementor-widget elementor-widget-text-editor\" data-id=\"1cfae74\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2>1. Purpose and scope<\/h2><p><span data-contrast=\"auto\">This document\u00a0contains\u00a0Student Complaints Procedures.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">The scope of the procedures is restricted to complaints in respect of the students&#8217; experience at the\u00a0School, including services and facilities provided by the\u00a0School\u00a0or any support services such as residential accommodation.<\/span><\/p><h2>2. Definitions<\/h2><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">A\u00a0<\/span><b><span data-contrast=\"auto\">complaint<\/span><\/b><span data-contrast=\"auto\">\u00a0is an expression of dissatisfaction about services, teaching, facilities, or the conduct of staff or other students.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">An\u00a0<\/span><b><span data-contrast=\"auto\">informal concern<\/span><\/b><span data-contrast=\"auto\">\u00a0is a matter raised verbally or in writing that can\u00a0reasonably be\u00a0resolved without\u00a0initiating\u00a0the formal complaints procedure.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">A\u00a0<\/span><b><span data-contrast=\"auto\">vexatious or frivolous complaint<\/span><\/b><span data-contrast=\"auto\">\u00a0is one that is made without reasonable grounds, is repetitive, or is intended to cause distress rather than seek genuine resolution. The\u00a0School\u00a0reserves the right to decline to progress such\u00a0complaints, and\u00a0will notify the student in writing with reasons.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><\/ul><h2>3. Principles<\/h2><p><span data-contrast=\"auto\">3.1 Students may ask for information, advice and help in making a complaint from anyone they wish. At any stage, the student has the right to be\u00a0accompanied\u00a0or represented by another person \u2014 including a fellow student, family member, or other trusted individual \u2014 who may speak on the student&#8217;s behalf if they\u00a0require\u00a0it.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">3.2 Malvern House welcomes comments and suggestions from students as to how the\u00a0School\u00a0might enhance its effectiveness and\/or improve its service. Students are encouraged to give suggestions through the student representative in their class.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">3.3 The School recognises that from\u00a0time to time\u00a0students may have complaints about School facilities or services they receive from its staff.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">3.4 These procedures aim to provide a simple and comprehensible means by which students may raise comments,\u00a0suggestions\u00a0and complaints with\u00a0appropriate staff.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">3.5 The School will ensure that raising a complaint, comment, or suggestion will not result in any disadvantage or negative treatment for the student. Malvern House is committed to ensuring that all students are treated fairly and without prejudice throughout this process.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">3.6 The School will\u00a0maintain\u00a0the confidentiality of comments,\u00a0suggestions\u00a0and complaints as far as possible. However, the relevant member of staff or service area should normally be informed that a complaint has been made and that it is being investigated. This does not prejudice existing procedures for dealing with staff disciplinary matters.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">3.7 Malvern House is committed to ensuring that all students can access and engage with the complaints process on an equal basis. The\u00a0School\u00a0recognises that some students may face barriers due to disability, learning difficulty, mental health condition, language, or other individual circumstances. Reasonable adjustments will be provided throughout the process where\u00a0required\u00a0and may include alternative formats for\u00a0submitting\u00a0complaints, support during meetings, accessible or virtual meeting options, extended\u00a0timeframes\u00a0where justified, and\u00a0additional\u00a0guidance. Students are encouraged to inform the Student Services team as early as possible if they\u00a0require\u00a0adjustments. Requests will be handled confidentially and without prejudice,\u00a0in accordance with\u00a0the\u00a0School&#8217;s\u00a0obligations under the Equality Act 2010.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><h2>4. Complaints procedure<\/h2><h3>4.1\u00a0\u00a0\u00a0\u00a0Informal stage<\/h3><p><span data-contrast=\"auto\">It is hoped that many problems will normally be dealt with informally, in a spirit of conciliation, without the need for recourse to a formal procedure. A student who is unhappy with the service they have received should try to resolve the matter with their tutor, the Director of Studies, or the School Principal. In many cases, that person can best respond to the complaint.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">The member of staff receiving the concern should listen carefully,\u00a0establish\u00a0the relevant facts, and take brief notes for monitoring purposes. Students can expect a written response to their informal concern within\u00a0<\/span><b><span data-contrast=\"auto\">10 working days<\/span><\/b><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Where informal resolution is not possible, or where the matter is too serious or sensitive to be handled informally, the student may\u00a0proceed\u00a0directly to the formal\u00a0complaints\u00a0procedure. A student should use the formal procedure if they consider the complaint too serious to be dealt with informally, or if they are dissatisfied with the result of informal discussions.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><h3>4.2\u00a0 \u00a0Formal stage<\/h3><p><span data-contrast=\"auto\">If the student wishes to make a formal complaint under these procedures, they must raise the complaint with the School Principal within one month of the event concerned.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Written complaints involving the School Principal should be sent directly to the\u00a0Principal\u00a0via email, or completed on the Malvern House complaints form, available from the Student Services team based at the Malvern House reception desk.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">The\u00a0Principal\u00a0will acknowledge receipt of the formal complaint within\u00a0<\/span><b><span data-contrast=\"auto\">5 working days<\/span><\/b><span data-contrast=\"auto\">\u00a0of receipt.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">The\u00a0Principal\u00a0will normally respond in person to the student within five working days of acknowledgement. If the Principal considers that the complaint requires further investigation, they will explain to the student how the complaint will be processed. The complaint will be investigated fully normally including an invitation for the student to discuss the complaint in person and the student will normally receive a full written response within\u00a0<\/span><b><span data-contrast=\"auto\">ten working days<\/span><\/b><span data-contrast=\"auto\">\u00a0of the complaint being accepted. This response will set out the findings, the\u00a0decision\u00a0and reasons for it, and confirm any actions to be taken.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">If the student is satisfied with the response and does not wish to take the complaint further, the information gained from the complaint will be used to improve the service provided by the\u00a0School.<\/span><\/p><h3>4.3\u00a0\u00a0\u00a0\u00a0Appeals<\/h3><p><span data-contrast=\"auto\">If the complaint is not resolved within ten working days, or if the outcome is unsatisfactory to the student, the student should refer the complaint to the School Directors via the Student Services team.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">The School Directors will investigate the complaint normally including an invitation for the student to discuss the complaint in person, either with themselves or a person they have\u00a0nominated\u00a0and the student will normally receive a written response within ten working days.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">If the student is satisfied with the response and does not wish to take the complaint further, the information gained from the complaint will be used to improve the service provided by the\u00a0School.<\/span><\/p><h4>4.3.1 Composition of the Complaints Committee<\/h4><p><span data-contrast=\"auto\">No member of the Complaints Committee shall have had any\u00a0previous\u00a0connection with the case. The Complaints Committee will be\u00a0comprised\u00a0of:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">The complainant<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">One Member of the Board of Directors, or the School Principal or Director of Studies, or the HR Manager (as\u00a0appropriate)<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">One School Administrator from the Student Services team<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">One Student Representative<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"5\" data-aria-level=\"1\"><span data-contrast=\"auto\">One Teacher<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><\/ul><h4>4.3.2 Terms of reference for appeals<\/h4><p><span data-contrast=\"auto\">The terms of reference of the Complaints Committee shall be:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><ol><li><span data-contrast=\"auto\">i) To consider a student&#8217;s complaint in respect of their experience at theSchool, including services and facilities provided by theSchool\u00a0or any support departments.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><li><span data-contrast=\"auto\">ii) To report its decisions to the Board of Directors and Student Representatives whereappropriate.<\/span><\/li><\/ol><h3>4.4\u00a0\u00a0\u00a0\u00a0Final appeals<\/h3><p><span data-contrast=\"auto\">If the student is not satisfied with the outcome of the appeals stage, they are encouraged to contact the accrediting and regulatory bodies for the\u00a0School:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Students enrolled on higher education pathway programmes may also contact the Office of the Independent Adjudicator for Higher Education (OIA), where their complaint meets the OIA&#8217;s eligibility criteria:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><b><span data-contrast=\"auto\">The Office of the Independent Adjudicator for Higher Education (OIA):<\/span><\/b><span data-contrast=\"auto\">\u00a0OIA House, Douro Place, Windsor, Berkshire SL4 1QB. Website:\u00a0<\/span><a href=\"http:\/\/www.oiahe.org.uk\/\"><span data-contrast=\"none\">www.oiahe.org.uk<\/span><\/a><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><b><span data-contrast=\"auto\">The Independent Schools Inspectorate:<\/span><\/b><span data-contrast=\"auto\">\u00a0CAP House, 9-12 Long Lane, London EC1A 9HA<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><b><span data-contrast=\"auto\">The British Council:<\/span><\/b><span data-contrast=\"auto\">\u00a0British Council Customer Service UK, Bridgewater House, 58 Whitworth Street, Manchester, M1 6BB<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><h2>5. Record-Keeping and Monitoring<\/h2><p><span data-contrast=\"auto\">The\u00a0School\u00a0will\u00a0maintain\u00a0a secure record of all complaints received, including:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">The nature of the complaint and the stage at which it was resolved<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Timeframes\u00a0at each stage<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Outcomes reached and any actions taken<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><\/ul><p><span data-contrast=\"auto\">Records will be reviewed termly by the School Principal and relevant managers. An annual summary will be prepared for the Board of Directors,\u00a0identifying\u00a0themes, trends,\u00a0and any recommended improvements to policy or practice. Complaint records will be\u00a0retained\u00a0in accordance with\u00a0the School&#8217;s Data Protection Policy.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><h2>Appendix I<\/h2><h3>Protocol for meetings of a Complaints Committee<\/h3><ol><li aria-setsize=\"-1\" data-leveltext=\"%1.\" data-font=\"\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">The Chair shall confirm to the parties the nature of the grievance.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><li aria-setsize=\"-1\" data-leveltext=\"%1.\" data-font=\"\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">The Chair will ask the aggrieved student (or representative) to present their case in support of the grievance, and to introduce any witness(es) in support.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><li aria-setsize=\"-1\" data-leveltext=\"%1.\" data-font=\"\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">The Committee may ask questions, through the Chair, of the student and\/or representative and\/or their witness(es) at any time.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><li aria-setsize=\"-1\" data-leveltext=\"%1.\" data-font=\"\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">The Chair will ask the person against whom the grievance has been raised to respond to the grievance, and to introduce any witness(es) in support of their response.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><li aria-setsize=\"-1\" data-leveltext=\"%1.\" data-font=\"\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">The Committee may ask questions, through the Chair, of the person against whom the grievance has been raised and their witness(es) at any time.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><li aria-setsize=\"-1\" data-leveltext=\"%1.\" data-font=\"\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">The Chair will ask the student (or representative) bringing the grievance to summarise their case.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><li aria-setsize=\"-1\" data-leveltext=\"%1.\" data-font=\"\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">The Chair will ask the person against whom the grievance has been raised to summarise their case.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><li aria-setsize=\"-1\" data-leveltext=\"%1.\" data-font=\"\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">The parties will be asked to leave the\u00a0meeting\u00a0and the Committee will consider the evidence heard. The Committee may at this stage choose to reconvene the hearing to a later date to obtain further evidence or advice. Should this be the case, all parties will be invited to attend the reconvened meeting.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><li aria-setsize=\"-1\" data-leveltext=\"%1.\" data-font=\"\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:0,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769242&quot;:[65533,0],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;%1.&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">The Chair will announce the Committee&#8217;s decision, either by calling the parties together or in writing. The outcome of the hearing will be confirmed in writing.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Malvern Policies Complaints policy Version 1.1 Approved on: May 19th 2026 Approved by: COO Next review date: May 2027 Note: Anticipated that in the next academic year this will be redundant and MHEP policies will take precedence, in line with other HE provision. 1. Purpose and scope This document\u00a0contains\u00a0Student Complaints Procedures.\u00a0 The scope of the [&hellip;]<\/p>\n","protected":false},"author":27,"featured_media":0,"parent":23587,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-23609","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Complaints policy | Malvern House<\/title>\n<meta name=\"description\" content=\"Understand how we handle concerns fairly and promptly with our transparent complaints policy.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/malvernhouse.com\/fr\/informations-utiles\/politiques\/politique-en-matiere-de-plaintes\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaints policy | Malvern House\" \/>\n<meta property=\"og:description\" content=\"Understand how we handle concerns fairly and promptly with our transparent complaints policy.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/malvernhouse.com\/fr\/informations-utiles\/politiques\/politique-en-matiere-de-plaintes\/\" \/>\n<meta property=\"og:site_name\" content=\"Malvern House\" \/>\n<meta property=\"article:modified_time\" content=\"2026-07-02T16:04:55+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/8d4250430138cef3ae46.b-cdn.net\/wp-content\/uploads\/2025\/05\/MH_SocialsFallback-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"675\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data1\" content=\"7 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/malvernhouse.com\\\/useful-information\\\/policies\\\/complaints-policy\\\/\",\"url\":\"https:\\\/\\\/malvernhouse.com\\\/useful-information\\\/policies\\\/complaints-policy\\\/\",\"name\":\"Complaints policy | Malvern House\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/malvernhouse.com\\\/#website\"},\"datePublished\":\"2025-04-16T11:05:40+00:00\",\"dateModified\":\"2026-07-02T16:04:55+00:00\",\"description\":\"Understand how we handle concerns fairly and promptly with our transparent complaints policy.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/malvernhouse.com\\\/useful-information\\\/policies\\\/complaints-policy\\\/#breadcrumb\"},\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/malvernhouse.com\\\/useful-information\\\/policies\\\/complaints-policy\\\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/malvernhouse.com\\\/useful-information\\\/policies\\\/complaints-policy\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/malvernhouse.com\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Useful information\",\"item\":\"https:\\\/\\\/malvernhouse.com\\\/useful-information\\\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Policies\",\"item\":\"https:\\\/\\\/malvernhouse.com\\\/useful-information\\\/policies\\\/\"},{\"@type\":\"ListItem\",\"position\":4,\"name\":\"Complaints policy\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/malvernhouse.com\\\/#website\",\"url\":\"https:\\\/\\\/malvernhouse.com\\\/\",\"name\":\"Malvern House\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/malvernhouse.com\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"fr-FR\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Politique en mati\u00e8re de plaintes - 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