Student Complaints Procedure

Student Complaints Procedure

  1. Overview
  2. CYEI endeavors to create a positive learning environment for students. Part of the maintenance of that positive environment is a fair and open complaints and appeals policy made available to all students. For this reason, CYEI is committed to providing an effective, efficient, timely, fair and confidential grievance handling procedure for all students
  3. Responsibility
  4. The CYEI Executive Director is responsible for implementation of this policy and procedure ensuring that all staff are fully trained in its operation and students and complainants are made aware of its availability
  5. General Principles
  6. These principles that will apply to all stages of this grievance procedure which will be adhered to by CYEI are:
    • The complainant and any respondent will have the opportunity to present their case at each stage of the procedure
    • The complainant and any respondent will not be discriminated against or victimized
    • All stages of the process, discussions relating to complaints, grievances and appeals will be recorded in writing. Reasons and a full explanation in writing for decisions and actions taken as part of this procedure will be provided to the complainant and/or any respondent if requested
    • Records of all grievances will be kept for a period of 2 years. These records will be kept strictly confidential and stored in the Office of the Executive Director. Complaints that the student does not wish to formalize in writing should be recorded in the Student Diary Note to be forwarded to the Executive Director. Each complaint, appeal and its outcome is recorded on a Complaints and Appeals Register and a copy placed in the Complainant’s file
    • A complainant shall have access to this grievance procedure at no cost
    • The complaint and appeal will be dealt with promptly and the length of time involved may vary in accordance with the complexities of the case. Under normal circumstances the complainant can expect at least a provisional written response within 10 working days of presenting their complaint or appeal. If resolution takes longer, the complainant will be kept informed on the progress of the case
  7. Before an issue becomes a formal grievance
  8. Complainants are encouraged, wherever possible, to resolve concerns or difficulties informally with the person(s) concerned. There is staff available to assist the resolution of issues at this level. Complainants may raise an informal grievance by contacting Reception in person or by telephone and asking to speak to the Executive Director. Please note that it is not mandatory for complainants to raise a grievance informally
  9. Formal Grievance Procedure
  • Stage One
Formal grievances should be submitted in writing to the Executive Director who will then assess the grievance, determine the outcome and advise the complainant in writing of their decision within 10 working days. The complainant will be advised of their right to access stage two of this procedure if they are not satisfied with the outcome of stage one
  • Stage Two
If the complainant is not satisfied with the outcome of Stage One, they may lodge an appeal in writing with the Chairman of the Board of Governors who as Reviewer will determine the complainant’s appeal. The complainant will be advised in writing of the outcome of their appeal, including the reasons for the decision within 10 working days
Complaints Procedure
Director of Studies 08/16