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’ experience at the School, including services and facilities provided by the School or any support services such as residential accommodation.

2. Definitions

• A complaint is an expression of dissatisfaction about services, teaching, facilities, or the conduct of staff or other students. 

• An informal concern is a matter raised verbally or in writing that can reasonably be resolved without initiating the formal complaints procedure. 

• A vexatious or frivolous complaint is one that is made without reasonable grounds, is repetitive, or is intended to cause distress rather than seek genuine resolution. The School reserves the right to decline to progress such complaints, and will notify the student in writing with reasons. 

3. Principles

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 accompanied or represented by another person — including a fellow student, family member, or other trusted individual — who may speak on the student’s behalf if they require it. 

3.2 Malvern House welcomes comments and suggestions from students as to how the School might enhance its effectiveness and/or improve its service. Students are encouraged to give suggestions through the student representative in their class. 

3.3 The School recognises that from time to time students may have complaints about School facilities or services they receive from its staff. 

3.4 These procedures aim to provide a simple and comprehensible means by which students may raise comments, suggestions and complaints with appropriate staff. 

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. 

3.6 The School will maintain the confidentiality of comments, suggestions and 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. 

3.7 Malvern House is committed to ensuring that all students can access and engage with the complaints process on an equal basis. The School recognises 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 required and may include alternative formats for submitting complaints, support during meetings, accessible or virtual meeting options, extended timeframes where justified, and additional guidance. Students are encouraged to inform the Student Services team as early as possible if they require adjustments. Requests will be handled confidentially and without prejudice, in accordance with the School’s obligations under the Equality Act 2010. 

4. Complaints procedure

4.1    Informal stage

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. 

The member of staff receiving the concern should listen carefully, establish the relevant facts, and take brief notes for monitoring purposes. Students can expect a written response to their informal concern within 10 working days. 

Where informal resolution is not possible, or where the matter is too serious or sensitive to be handled informally, the student may proceed directly to the formal complaints procedure. 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. 

4.2   Formal stage

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. 

Written complaints involving the School Principal should be sent directly to the Principal via email, or completed on the Malvern House complaints form, available from the Student Services team based at the Malvern House reception desk. 

The Principal will acknowledge receipt of the formal complaint within 5 working days of receipt. 

The Principal will 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 ten working days of the complaint being accepted. This response will set out the findings, the decision and reasons for it, and confirm any actions to be taken. 

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 School.

4.3    Appeals

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. 

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 nominated and the student will normally receive a written response within ten working days. 

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 School.

4.3.1 Composition of the Complaints Committee

No member of the Complaints Committee shall have had any previous connection with the case. The Complaints Committee will be comprised of: 

• The complainant 

• One Member of the Board of Directors, or the School Principal or Director of Studies, or the HR Manager (as appropriate) 

• One School Administrator from the Student Services team 

• One Student Representative 

• One Teacher 

4.3.2 Terms of reference for appeals

The terms of reference of the Complaints Committee shall be: 

1. i) To consider a student’s complaint in respect of their experience at theSchool, including services and facilities provided by theSchool or any support departments. 
2. ii) To report its decisions to the Board of Directors and Student Representatives whereappropriate.

4.4    Final appeals

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 School: 

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’s eligibility criteria: 

The Office of the Independent Adjudicator for Higher Education (OIA): OIA House, Douro Place, Windsor, Berkshire SL4 1QB. Website: www.oiahe.org.uk 

The Independent Schools Inspectorate: CAP House, 9-12 Long Lane, London EC1A 9HA 

The British Council: British Council Customer Service UK, Bridgewater House, 58 Whitworth Street, Manchester, M1 6BB 

5. Record-Keeping and Monitoring

The School will maintain a secure record of all complaints received, including: 

• The nature of the complaint and the stage at which it was resolved 

• Timeframes at each stage 

• Outcomes reached and any actions taken 

Records will be reviewed termly by the School Principal and relevant managers. An annual summary will be prepared for the Board of Directors, identifying themes, trends, and any recommended improvements to policy or practice. Complaint records will be retained in accordance with the School’s Data Protection Policy. 

Appendix I

Protocol for meetings of a Complaints Committee

1. The Chair shall confirm to the parties the nature of the grievance. 
2. 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. 
3. The Committee may ask questions, through the Chair, of the student and/or representative and/or their witness(es) at any time. 
4. 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. 
5. 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. 
6. The Chair will ask the student (or representative) bringing the grievance to summarise their case. 
7. The Chair will ask the person against whom the grievance has been raised to summarise their case. 
8. The parties will be asked to leave the meeting and 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. 
9. The Chair will announce the Committee’s decision, either by calling the parties together or in writing. The outcome of the hearing will be confirmed in writing.