INTRODUCTION
- TS Complaints Procedure sets out how participants can raise complaints and the procedures for investigating and responding to them.
- The organization is committed to providing all participants with a high-quality education and participant experience. However, we recognize that there may be instances where participants have legitimate concerns or complaints regarding their course, the services or facilities provided by the institution. We take all complaints seriously and deal with them in confidence, without fear of recrimination or disadvantage.
- This procedure is designed to ensure that all participant complaints are heard and responded to in a manner that is timely, fair, transparent, and based on consideration of the relevant evidence. It will safeguard, as far as reasonably possible, the interests and well-being of the participant making the complaint and the staff of TS who may be named or otherwise involved in the complaint.
PRINCIPLES AND SCOPE
- Through the Complaints Procedure, TS commits to:
- Treat complaints with the seriousness they require/deserve;
- Respond to the needs of participants and provide clear information, advice and support;
- Clearly define a complaint and explain the process in clear and easy-to-understand language;
- Deal with complaints promptly;
- Ensure that complainants will not be disadvantaged as a result of raising a complaint;
- Handle complaints confidentially and only involve those directly involved in the investigation or those that are required as part of the resolution;
- Answer all aspects of a complaint and ensure the response is clear, using the feedback received to improve the participant experience.
- A participant (or group of participants) raising a complaint should:
- Be respectful and courteous in the submission of a complaint
- Seek a resolution that is reasonable and proportionate
- Provide a full explanation of their complaint in a timely fashion, with supporting evidence;
- Co-operate with the procedure as far as reasonable to do so
- This procedure applies to:
- Complaints arising from a participant’s educational experience, other than disputes relating to assessment and examinations (see below);
- Complaints in respect of academic and/or administrative support or other services provided by TS;
- Complaints relating to facilities or learning resources;
- Complaints regarding alleged harassment by staff of TS;
- Complaints arising from alleged discrimination by staff of TS about gender, race, disability, sexual orientation or otherwise.
- This list is not Complaints falling outside those listed above will be considered and investigated at the organization’s discretion.
- This procedure does not apply to:
- Candidates wishing to appeal against an academic decision; separate procedures exist for such appeals. Candidates should also note that appeals against the academic judgment of examiners cannot be accepted.
- Disciplinary matters: these will be dealt with by separate procedures in place within TS.
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