{"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":"2025-05-20T14:49:47","modified_gmt":"2025-05-20T14:49:47","slug":"si%cc%87kayet-poli%cc%87ti%cc%87kasi","status":"publish","type":"page","link":"https:\/\/malvernhouse.com\/tr\/useful-information\/policies\/complaints-policy\/","title":{"rendered":"\u015eik\u00e2yet politikas\u0131"},"content":{"rendered":"
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\n\t\t\t\t\tMalvern Politikalar\u0131<\/span>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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\u015eik\u00e2yet politikas\u0131<\/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
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1. Ama\u00e7 ve kapsam<\/h2>

Bu belge \u00d6\u011frenci \u015eikayetleri Prosed\u00fcrlerini i\u00e7ermektedir.<\/p>

Prosed\u00fcrlerin kapsam\u0131, Okullar taraf\u0131ndan sa\u011flanan hizmetler ve tesisler veya yat\u0131l\u0131 konaklama gibi destek hizmetleri de dahil olmak \u00fczere, \u00f6\u011frencilerin Okuldaki deneyimleriyle ilgili \u015fikayetlerle s\u0131n\u0131rl\u0131d\u0131r.<\/p>

2. \u0130lkeler<\/h2>

2.1 \u00d6\u011frenciler, \u015fik\u00e2yette bulunmak i\u00e7in istedikleri herhangi bir ki\u015fiden bilgi, tavsiye ve yard\u0131m isteyebilirler. \u00d6\u011frenci, herhangi bir a\u015famada, ihtiya\u00e7 duymas\u0131 halinde kendisi ad\u0131na konu\u015fabilecek ba\u015fka bir ki\u015fi taraf\u0131ndan e\u015flik edilme\/temsil edilme hakk\u0131na sahiptir<\/p>

2.2 Malvern House, Okulun etkinli\u011fini nas\u0131l art\u0131rabilece\u011fi ve\/veya hizmetlerini nas\u0131l geli\u015ftirebilece\u011fi konusunda \u00f6\u011frencilerden gelen yorum ve \u00f6nerileri memnuniyetle kar\u015f\u0131lamaktad\u0131r. \u00d6\u011frenciler, s\u0131n\u0131flar\u0131ndaki \u00f6\u011frenci temsilcisi arac\u0131l\u0131\u011f\u0131yla \u00f6nerilerde bulunmaya te\u015fvik edilir.<\/p>

2.3 Okul, \u00f6\u011frencilerin zaman zaman Okul tesisleri veya personelinden ald\u0131klar\u0131 hizmetler hakk\u0131nda \u015fikayetleri olabilece\u011fini kabul eder.<\/p>

2.4 Bu prosed\u00fcrler, \u00f6\u011frencilerin g\u00f6r\u00fc\u015f, \u00f6neri ve \u015fikayetlerini uygun personele iletebilecekleri basit ve anla\u015f\u0131l\u0131r bir yol sa\u011flamay\u0131 ama\u00e7lamaktad\u0131r.<\/p>

2.5 Okul, yorum, \u00f6neri veya \u015fikayette bulunan herhangi bir \u00f6\u011frenciye sa\u011flanan hizmet ve bak\u0131m\u0131n, al\u0131nan \u00f6nlemin bir sonucu olarak herhangi bir \u015fekilde zarar g\u00f6rmemesini sa\u011flayacakt\u0131r, ancak Okul, \u00f6\u011frencilerin anlams\u0131z veya can s\u0131k\u0131c\u0131 \u015fikayetlerde bulunmamalar\u0131n\u0131 beklemektedir.<\/p>

2.6 Okul, g\u00f6r\u00fc\u015f, \u00f6neri ve \u015fikayetlerin gizlili\u011fini m\u00fcmk\u00fcn oldu\u011funca koruyacakt\u0131r. Ancak, hizmet sa\u011flay\u0131c\u0131 normal olarak bir \u015fikayetin yap\u0131ld\u0131\u011f\u0131 ve ara\u015ft\u0131r\u0131ld\u0131\u011f\u0131 konusunda bilgilendirilmelidir.<\/p>

2.7. Yukar\u0131daki paragraf, personel disiplin konular\u0131n\u0131n ele al\u0131nmas\u0131na ili\u015fkin mevcut prosed\u00fcrlere hi\u00e7bir \u015fekilde halel getirmez.<\/p>

3. \u015eik\u00e2yet prosed\u00fcr\u00fc<\/h2>

3.1 Gayri resmi a\u015fama (yukar\u0131daki 2.1'e bak\u0131n\u0131z):<\/h3>

Bir\u00e7ok sorunun normalde resmi bir prosed\u00fcre ba\u015fvurmaya gerek kalmadan uzla\u015fma ruhu i\u00e7inde gayri resmi olarak ele al\u0131naca\u011f\u0131 umulmaktad\u0131r. \u0130lk ad\u0131m olarak, ald\u0131\u011f\u0131 hizmetten memnun olmayan bir \u00f6\u011frenci, konuyu \u00f6\u011fretmeni veya E\u011fitim Direkt\u00f6r\u00fc ya da Okul M\u00fcd\u00fcr\u00fc ile \u00e7\u00f6zmeye \u00e7al\u0131\u015fmal\u0131d\u0131r. \u00c7o\u011fu durumda, bu ki\u015fi \u015fikayete en iyi \u015fekilde yan\u0131t verebilir. Ancak, gayri resmi \u015fikayete verilen yan\u0131t tatmin edici de\u011filse, \u00f6\u011frenci a\u015fa\u011f\u0131da belirtilen resmi \u015fikayet prosed\u00fcr\u00fcn\u00fc kullanma hakk\u0131na sahiptir. Bir \u00f6\u011frenci bu resmi \u015fikayet prosed\u00fcr\u00fcn\u00fc yaln\u0131zca \u015fikayetinin gayri resmi olarak ele al\u0131namayacak kadar ciddi oldu\u011funu d\u00fc\u015f\u00fcn\u00fcyorsa veya gayri resmi g\u00f6r\u00fc\u015fmelerin sonu\u00e7lar\u0131ndan memnun de\u011filse kullanmal\u0131d\u0131r.<\/p>

3.2 Okul a\u015famas\u0131<\/h3>

\u00d6\u011frenci bu prosed\u00fcrler kapsam\u0131nda resmi bir \u015fikayette bulunmak isterse, ilgili olaydan sonraki bir ay i\u00e7inde \u015fikayetini Okul M\u00fcd\u00fcr\u00fcne iletmelidir.<\/p>

Okul M\u00fcd\u00fcr\u00fcn\u00fc ilgilendiren yaz\u0131l\u0131 \u015fikayetler do\u011frudan M\u00fcd\u00fcre e-posta yoluyla g\u00f6nderilmeli veya Malvern House resepsiyonunda bulunan \u00d6\u011frenci Hizmetleri ekibinden temin edilebilen Malvern House \u015fikayet formu doldurulmal\u0131d\u0131r.<\/p>

M\u00fcd\u00fcr normalde \u00f6\u011frencinin mektubuna be\u015f i\u015f g\u00fcn\u00fc i\u00e7inde \u015fahsen yan\u0131t verecektir. M\u00fcd\u00fcr, \u015fikayetin daha fazla ara\u015ft\u0131r\u0131lmas\u0131 gerekti\u011fini d\u00fc\u015f\u00fcn\u00fcrse, \u00f6\u011frenciye (veya temsilcisine) \u015fikayetin nas\u0131l i\u015fleme al\u0131naca\u011f\u0131n\u0131 a\u00e7\u0131klayacakt\u0131r. \u015eikayet tam olarak ara\u015ft\u0131r\u0131lacak (normalde bu, \u00f6\u011frencinin \u015fikayeti \u015fahsen tart\u0131\u015fmas\u0131 i\u00e7in bir daveti de i\u00e7erecektir) ve \u00f6\u011frenci normalde on i\u015f g\u00fcn\u00fc i\u00e7inde yaz\u0131l\u0131 bir yan\u0131t alacakt\u0131r.<\/p>

\u00d6\u011frenci ald\u0131\u011f\u0131 yan\u0131ttan memnun kal\u0131rsa ve \u015fikayetini daha ileri g\u00f6t\u00fcrmek istemezse, \u015fikayetten elde edilen bilgiler Okul taraf\u0131ndan sa\u011flanan hizmeti iyile\u015ftirmek i\u00e7in kullan\u0131lacakt\u0131r.<\/p>

3.3 \u0130tirazlar<\/h3>

\u015eik\u00e2yet on i\u015f g\u00fcn\u00fc i\u00e7inde \u00e7\u00f6z\u00fclmezse veya \u00f6\u011frenci i\u00e7in tatmin edici de\u011filse, \u00f6\u011frenci \u015fik\u00e2yetini \u00d6\u011frenci Hizmetleri Ekibi arac\u0131l\u0131\u011f\u0131yla Okul M\u00fcd\u00fcrlerine iletmelidir.<\/p>

Okul M\u00fcd\u00fcrleri \u015fikayeti ara\u015ft\u0131racak (normalde bu, \u00f6\u011frencinin \u015fikayeti kendisiyle veya belirledi\u011fi bir ki\u015fiyle y\u00fcz y\u00fcze g\u00f6r\u00fc\u015fmesi i\u00e7in davet edilmesini i\u00e7erir) ve \u00f6\u011frenci normalde on i\u015f g\u00fcn\u00fc i\u00e7inde yaz\u0131l\u0131 bir yan\u0131t alacakt\u0131r.<\/p>

\u00d6\u011frenci ald\u0131\u011f\u0131 yan\u0131ttan memnun kal\u0131rsa ve \u015fikayetini daha ileri g\u00f6t\u00fcrmek istemezse, \u015fikayetten elde edilen bilgiler Okul taraf\u0131ndan sa\u011flanan hizmeti iyile\u015ftirmek i\u00e7in kullan\u0131lacakt\u0131r.<\/p>

3.3.1 \u015eik\u00e2yet Komitesinin Olu\u015fumu<\/h4>

\u015eik\u00e2yet Komitesinin hi\u00e7bir \u00fcyesinin vaka ile daha \u00f6nce herhangi bir ba\u011flant\u0131s\u0131 olmamal\u0131d\u0131r. \u015eik\u00e2yet Komitesi \u015funlardan olu\u015facakt\u0131r:<\/p>

\u015eikayet\u00e7i<\/p>

  • Bir Y\u00f6netim Kurulu \u00dcyesi veya Okul M\u00fcd\u00fcr\u00fc veya \u00c7al\u0131\u015fma Direkt\u00f6r\u00fc veya \u0130K M\u00fcd\u00fcr\u00fc (uygun oldu\u011fu \u015fekilde)<\/li>
  • \u00d6\u011frenci Hizmetleri ekibinden bir Okul Y\u00f6neticisi<\/li>
  • Bir \u00d6\u011frenci Temsilcisi<\/li>
  • Bir \u00d6\u011fretmen<\/li><\/ul>

    3.3.2 Temyiz ba\u015fvurular\u0131 i\u00e7in g\u00f6rev tan\u0131mlar\u0131<\/h4>

    \u015eik\u00e2yet Komitesinin g\u00f6rev tan\u0131m\u0131 a\u015fa\u011f\u0131daki gibidir:<\/p>

    i) Okullar veya herhangi bir destek departman\u0131 taraf\u0131ndan sa\u011flanan hizmetler ve tesisler de dahil olmak \u00fczere, bir \u00f6\u011frencinin Okuldaki deneyimiyle ilgili \u015fikayetlerini de\u011ferlendirmek.<\/p>

    ii) kararlar\u0131n\u0131 Y\u00f6netim Kurulu'na ve uygun oldu\u011funda \u00d6\u011frenci Temsilcilerine bildirmek.<\/p>

    3.4 Nihai itirazlar<\/h3>

    \u00d6\u011frenci itiraz a\u015famas\u0131n\u0131n sonu\u00e7lar\u0131ndan memnun de\u011filse, okulun akreditasyon kurumlar\u0131yla ileti\u015fime ge\u00e7meye te\u015fvik edilir:<\/p>

    British Council:<\/strong>\u00a0British Council M\u00fc\u015fteri Hizmetleri UK, Bridgewater House, 58 Whitworth Street, Manchester, M1 6BB<\/p>

    Ba\u011f\u0131ms\u0131z Okullar M\u00fcfetti\u015fli\u011fi:<\/strong>\u00a0C A P House, 9-12 Long Ln, Londra EC1A 9HA<\/p>

    Ek I<\/h2>

    \u015eik\u00e2yet Komitesi toplant\u0131lar\u0131 i\u00e7in protokol<\/h3>
    1. Ba\u015fkan taraflara \u015fikayetin niteli\u011fini teyit edecektir.<\/li>
    2. Ba\u015fkan, ma\u011fdur \u00f6\u011frenciden (veya temsilcisinden) \u015fik\u00e2yeti desteklemek \u00fczere davas\u0131n\u0131 sunmas\u0131n\u0131 ve \u015fik\u00e2yeti destekleyen tan\u0131k(lar)\u0131 tan\u0131tmas\u0131n\u0131 isteyecektir.<\/li>
    3. Komite, Ba\u015fkan arac\u0131l\u0131\u011f\u0131yla \u00f6\u011frenciye ve\/veya temsilcisine ve\/veya tan\u0131k(lar)\u0131na istedi\u011fi zaman soru sorabilir.<\/li>
    4. Ba\u015fkan, aleyhinde \u015fikayette bulunulan ki\u015fiden \u015fikayete yan\u0131t vermesini ve yan\u0131t\u0131 desteklemek \u00fczere tan\u0131k(lar) sunmas\u0131n\u0131 isteyecektir.<\/li>
    5. Komite, Ba\u015fkan arac\u0131l\u0131\u011f\u0131yla, aleyhinde \u015fikayette bulunulan ki\u015fiye ve tan\u0131k(lar)\u0131na her zaman soru sorabilir.<\/li>
    6. Ba\u015fkan, \u015fikayeti getiren \u00f6\u011frenciden (veya temsilciden) durumunu \u00f6zetlemesini isteyecektir.<\/li>
    7. Ba\u015fkan, aleyhinde \u015fikayette bulunulan ki\u015fiden durumunu \u00f6zetlemesini isteyecektir.<\/li>
    8. Taraflardan toplant\u0131y\u0131 terk etmeleri istenecek ve Komite dinlenen kan\u0131tlar\u0131 de\u011ferlendirecek ve bu a\u015famada di\u011fer taraflardan daha fazla kan\u0131t veya tavsiye almak i\u00e7in duru\u015fmay\u0131 daha sonraki bir tarihte yeniden toplamay\u0131 se\u00e7ebilir. B\u00f6yle bir durumda, t\u00fcm taraflar yeniden toplanacak toplant\u0131ya kat\u0131lmaya davet edilecektir.<\/li>
    9. Ba\u015fkan, taraflar\u0131 bir araya \u00e7a\u011f\u0131rarak ya da yaz\u0131l\u0131 olarak Komite'nin karar\u0131n\u0131 a\u00e7\u0131klayacakt\u0131r. Duru\u015fman\u0131n sonucu yaz\u0131l\u0131 olarak teyit edilecektir<\/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>","protected":false},"excerpt":{"rendered":"

      Malvern Policies Complaints policy 1. Purpose and scope This document contains Student Complaints Procedures. The scope of the procedures is restricted to complaints in respect of the students\u2019 experience at the School, including services and facilities provided by Schools or any support services such as residential accommodation. 2. Principles 2.1\u00a0\u00a0\u00a0 Students may ask for information, […]<\/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":"\nComplaints 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\/tr\/faydali-bilgiler\/politikalar\/si\u0307kayet-poli\u0307ti\u0307kasi\/\" \/>\n<meta property=\"og:locale\" content=\"tr_TR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaints policy | Malvern House\" \/>\n<meta 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