1. Introduction
This Complaint Policy outlines the procedures for students, parents, and staff to formally raise complaints or concerns about any aspect of their experience at our Pre-University Pathway College. We are committed to providing a high-quality educational experience, and feedback is integral to our continual improvement. This policy aims to ensure complaints are handled in a clear, fair, and consistent manner.
2. Definition of a Complaint
A complaint is defined as any expression of dissatisfaction with the college's policies, practices, services, or facilities, including but not limited to:
- Teaching and learning quality
- Behaviour or actions of staff, students, or contractors
- Facilities, resources, or services provided
- College policies, procedures, or decisions
- Administrative or operational issues
3. Informal Resolution (Stage 1)
We encourage students, parents, or staff to attempt to resolve concerns informally at the earliest opportunity. This involves raising the concern directly with the relevant party involved, such as the subject teacher, tutor, or college administrator. The objective is to achieve a prompt resolution without the need for a formal complaint process.
4. Formal Complaint Procedure (Stage 2)
If the issue remains unresolved or is of a serious nature, a formal complaint may be submitted. The formal complaint process is as follows:
Step 1: Submission of Complaint
- Complaints must be submitted in writing to the College Complaints Officer (or designated staff member). This can be done by email or using the official complaint form available on the college website or from the administrative office.
- The complaint must include the following:
- Full name, contact details, and status (e.g., student, parent, staff)
- A clear description of the complaint, including dates, people involved, and specific incidents.
- Any steps already taken to resolve the issue informally.
- Desired outcome or resolution.
Step 2: Acknowledgement
- Upon receipt of the formal complaint, the College will acknowledge the complaint within **5 working days**. The acknowledgment will include the complaint reference number, the name of the designated person handling the complaint, and an outline of the process and timelines.
Step 3: Investigation
- The College will investigate the complaint thoroughly and impartially. This may involve speaking with all relevant parties and reviewing any necessary documents or evidence.
- The investigation will be completed within **10 working days** from the date of acknowledgment, or as soon as reasonably possible depending on the complexity of the issue.
Step 4: Outcome
- After the investigation, the College will inform the complainant in writing of the outcome, including any actions taken or recommendations made. If the complaint is upheld, the College will also outline the measures taken to rectify the issue or prevent a recurrence.
5. Appeal Procedure (Stage 3)
If the complainant is dissatisfied with the outcome of the investigation, they have the right to appeal. The appeal process involves the following:
Step 1: Submission of Appeal
- The complainant must submit their appeal in writing within **10 working days** of receiving the outcome of the complaint. The appeal must specify why the complainant disagrees with the decision and provide any new evidence or information that may affect the outcome.
Step 2: Review of Appeal
- The appeal will be reviewed by a senior member of staff, or if the original complaint involved senior staff, an external reviewer will be appointed. The College will aim to resolve the appeal within **10 working days**.
Step 3: Final Decision
- The complainant will receive a written response outlining the final decision on the appeal. This response will include any further actions the College intends to take or any reasons for upholding the original decision.
6. Escalation to Oxford International
If the complainant is not satisfied with the final outcome after following the College’s internal complaints procedure, they may escalate the complaint to Oxford International. Complaints can be directed to:
Contact: Oxford International Complaints Officer
Email:complaints@jibcnigeria.com
Address: No. 5 Kazuare Street, Area 2, Section 1, Garki, Abuja
Jokings International Business College will review the case and provide a final determination. Please note that the escalation to Jokings International Business College must be made within 15 working days of receiving the College’s final decision.
7. Confidentiality
All complaints will be treated confidentially. Information relating to a complaint will only be shared with those directly involved in the investigation or resolution process. However, the College may be required to share certain information in compliance with regulatory or legal obligations.
8. Records and Monitoring
The College will maintain a log of all formal complaints and outcomes. This information will be used for monitoring purposes to identify trends, areas for improvement, and to ensure that complaints are resolved in a timely and satisfactory manner.
9. Timeframe for Resolution
The College aims to resolve all complaints within the timelines set out in this policy. However, in cases of complex complaints, an extended timeframe may be required. In such cases, the complainant will be informed of the delay and the expected resolution date.
10. Conclusion
We are committed to addressing complaints efficiently and effectively. By adhering to this policy, we ensure that all parties involved have a fair opportunity to express their concerns and that the College remains accountable for its actions.
This document provides a comprehensive, clear, and fair framework for managing complaints, ensuring transparency and accountability within the institution while maintaining a high standard of educational service.