COMPLAINTS POLICY AND PROCEDURE
1. INTRODUCTION
1.1 BERKELEY is committed to providing a
high quality service for all its students, clients and the community. Its
policy is to welcome and to try to satisfy complaints and observations from all
who use the BERKELEY and to use the information to improve the services it
offers.
1.2 The BERKELEY will deal with legitimate
complaints in a fair, prompt and objective manner. Complaints will be handled
without recrimination and students and members of the public will not be
disadvantaged by raising a complaint. Anonymous complaints will not be accepted.
All information will be kept in strict confidence and shared only on a need-
to-know basis. BERKELEY staff are expected to respond positively to complaints
and to alert students or members of the public to the Complaints Procedure.
1.3 The BERKELEY will be fair in its
treatment of all those who complain irrespective of all protected
characteristics.
1.4 Students who are enrolled with a
partner organisation but who study at BERKELEY are able to follow the
complaints procedure of that organization.
1.5 Complaints will be dealt with promptly
and constructively. The outcomes of any complaint will be shared with the
complainant and any BERKELEY staff involved. Complaints made which, on
investigation, turn out to be malicious, may result in disciplinary or other
further action.
1.6 If the complaint is about a course or a
service offered by the BERKELEY, the manager of the area concerned will be the
complaints officer deliberating on the complaint unless the complaint is about
that manager. The Center Manager Students and Curriculum will deal with all
appeals against the outcomes of complaints unless that complaint involves the
Center Manager Students and Curriculum in which case the appeal will be heard
by another senior manager.
1.7 The Center Manager Students and
Curriculum has overall responsibility for the Complaints Procedure and may
nominate another person to investigate a complaint if there is a conflict of
interest between being the manager of an area and being the complaints officer
investigating the complaint as outlined in 1.5 above.
1.8 If the complaint is against the
Principal or a member, then the Complaints Officer will be either the Principal
if not the subject of the complaint.
2. SCOPE OF COMPLAINTS PROCEDURE
2.1 The Procedure deals with complaints arising from:
• The quality of the provision of academic services or training including teaching, course content, tutoring and student support
• Incorrect or misleading information about services provided by the BERKELEY
• The quality of support services provided by the BERKELEY including administration of fees, enrolment and examination registration
• Unacceptable behavior by BERKELEY staff
2.2 Separate procedures exist for:
• Public interest disclosure (Whistleblowing)
• Student discipline
• Academic assessment appeals
2.3 Any incidents that may be related to
radicalisation must be reported to the Safeguarding Team and the Principal or
Center Manager Students and Curriculum even if, subsequently, it is identified
as a false alarm.
3. HOW TO COMPLAIN
3.1 The Student Charter in the student
handbook prompts guidance from Course Leaders as to how comments and complaints
may be made and how to obtain impartial advice. All students will receive a
copy of the Charter at Induction and are able to access.
3.2 The Staff Guidelines refers to policies
and procedures and new staff are informed of this Complaints Procedure during
their induction programme.
3.3 The Complaints Procedure and Complaint
forms are available from Reception, Information Services, and IT Centres. It is
available in other forms on request from Information Services.
The Complaints Procedure and Complaint form
is accessible through the external web site.
3.4 If a complainant writes directly to the
Principal or the Center Manager Students and Curriculum, (either directly or
via their PA) the complaint will be forwarded to the Complaints Officer, as per
section 5 of this document. The Principal and Center Manager Students and
Curriculum cannot be involved at this stage with the investigation of the
complaint. An acknowledgement will be sent to the complainant.
Very serious complaints, for example those
that involve the Police, will be responded to in writing by the Student
Services Manager, Center Manager Students and Curriculum or the Principal as
appropriate.
4. SUPPORT FOR THOSE INVOLVED IN A
COMPLAINT
Support, if required, is available for all those involved in a complaint:
• Representation: parent, guardian, friend, employer, supporter, Student Services.
• Help with completing the Complaint Form: Student Services Manager
• Guidance in understanding the procedure: Student Services Manager
• Support during the procedure: BERKELEY Wellbeing
Officer, Student Services Team.
If any further help is needed, Information
Services should be contacted.
5. COMPLAINT PROCEDURE
Stage 1: Informal resolution of complaints
5.1 Most complaints should be able to be
resolved immediately with discussion between the complainant and the
appropriate member of staff. The complaint must be made orally or in writing
and the manager receiving the complaint should make a response within 10
working days, orally or in writing. It is expected that staff are tactful and
courteous in dealing with a complaint. If the complainant is dissatisfied with
the response received, they should then be guided to use the formal
procedure.
5.2 If a complaint is raised with the
expectation of a refund or partial refund, the student or member of the public
must make that clear at the time of raising the complaint. The student or
member of the public will then be notified of the BERKELEY’s Refunds Policy. Refunds will be done on the original mode of payment used.
Stage 2: Formal procedure
5.3 If Stage 1 is unable to resolve the
complaint informally, a formal complaint should be made in writing within 5
working days of the feedback.. In exceptional circumstances, a longer period
will be considered. The formal complaint should be sent to the Principal and
the Center Manager Students and Curriculum as in 3.4 above and will be logged.
The formal complaint will be acknowledged in writing to the complainant within
5 working days.
5.4 The Complaints Officer or delegated
independent investigator will acknowledge the complaint and carry out an
assessment of the complaint within 5 working days. More serious or unusual
complaints that may represent a conflict of interest, will be investigated by
an alternative Complaints Officer appointed by the BERKELEY and the complainant
will be notified of any additional time required in this situation.
5.5 The Complaints Officer will carry out
an investigation of the complaint and may interview the complainant; the
respondent; witnesses to the matter or events and anyone they believe may have
a role in establishing or disproving the complaint, as necessary. They will
prepare a summary report within 10 working days of the assessment.
5.6 The Complaints Officer will record the
outcome of the complaint in the Register of Complaints and either arrange a
meeting to deliver the outcome or notify all those involved in writing as
appropriate. All outcomes will be confirmed in writing to all those involved.
5.7 If the complaint involves a student,
they will be offered the support of a relevant member of staff as set out in 4
above. All students will be encouraged to bring a supporter to the interview.
Vulnerable Adults and those under 16 years of age must have the support of
their care worker, or a person of their choice, who can act as their advocate
and the Principal must be informed.
5.8 If the complaint involves the
Principal, the investigator (who will be the Chair of the Audit Committee or
equivalent, (see section 1.7) will report the outcome of their investigation to
the Chair of the Corporation.
5.9 A formal complaint should be resolved
within 20 working days of the receipt of the original formal complaint. If it
appears that a decision will not be reached within the due period, those
involved will be advised of the need for a longer period.
The Principal of the BERKELEY has the right
to assign different post holders to those stated above to ensure that the
complainant gets a fair consideration of their complaint.
6. APPEAL PROCEDURE
Stage 3: The Appeals Procedure
6.1 Either the complainant or the
respondent may appeal in writing, stating detailed reasons for their appeal to
the Center Manager Students and Curriculum within 5 working days of receiving
written confirmation of the outcome of the formal complaint. The appeal will be
acknowledged within 5 working days and the Center Manager Students and
Curriculum or designated senior manager will review and notify the final
decision in writing to all those involved within 20 working days of receiving
the appeal.
Stage 4: Conduct of Appeal
6.2 If the complainant is not happy with
the conduct of the appeal, the complaint can be taken further to the Principal
of the BERKELEY, who will investigate the conduct of the investigation. This
would be to review the performance of the procedure and not the appeal
decision.
6.3 If the BERKELEY does not resolve the
appeal to the complainant’s satisfaction, then they should contact:
Education and Skills Funding Agency or
Complaints Team: 2601, 26th floor, Sheikh Rashid Tower, Dubai World Trade
Centre, Dubai, UAE.
Students will be issued with a Completion
of Procedures (COP) letter that will inform them of their entitlement to
complain to the Office of the Independent Adjudicator and will inform them of
the deadline 12 months from the date of the decision by which any complaint
must be submitted.
7. Monitoring the Procedure
7.1 It is essential that complaints are
resolved promptly. The Quality Manager will check the Register of Complaints
every two weeks to identify outstanding complaints and ensure that the
procedure follows the set time limits.
7.2 The Quality Manager will present a schedule of complaints received and outcomes to the Senior Management Team on a termly basis. The Center Manager Students and Curriculum or and Quality Manager will produce an annual report for the Corporation, based on the Register of Complaints analysis, covering the following items:
• Number of complaints of each type
• Time taken to process complaints
• List of outstanding complaints
• Outcomes to complaints
• Appeals made and results of appeals
• Analysis of complaints and outcomes by
certain protected characteristics.
7.3 The Center Manager Students and
Curriculum will hold a record of all complaints for 5 years for audit purposes.
ACADEMIC MISCONDUCT
POLICY – FOR STUDENTS
The following are dishonest and therefore unacceptable and not allowed by the BERKELEY –
• Taking someone else’s work, images, or ideas and passing it off as your own (This is called plagiarism),
• Using the computer, either the internet, or information stored on a hard or floppy disk that belongs to someone else, and passing it off as your own
• Cheating, that is, acting unfairly or dishonestly to gain an advantage
• Secretly agreeing with others to cheat or deceive. (This is known as collusion)
• Collaborating with
other students to pass off collectively produced work as one’s own, beyond or
outside any request by teaching staff for groups of students to collaborate on
projects or assignments. This is known as syndication.
All these are called
academic misconduct or malpractice. If you are discovered or suspected of doing
any of the things shown in the list above, BERKELEY will investigate and
may take action against you. (That is, you will be subject to Code of Conduct
procedures.)
This is what is expected of you whilst you are at the BERKELEY-
i) You will only hand in your own original work for assessment.
ii) When you have used information provided by someone else you will acknowledge this by giving the person’s name and where you found the information in your work (or in your portfolio) as you go along. For example, if you use someone else’s words, you will enclose the quote with inverted commas.
iii) You will show when you have downloaded information from the internet
iv) You will never use another’s digital storage as if it is your own work, nor copy work from digital storage belonging to someone else, and use it as if it were your own. Digital storage may include pen drives/memory sticks, SD cards from cameras or phones, portable hard drives, DVDs, or shared folders from the BERKELEY or other networks.
v) You will never use someone else’s artwork, pictures, or graphics (including graphs, spreadsheets, etc.) as if they were made by you
vi) You will never let other students use or copy from your work and pass it off as if they had done it themselves vii) You can expect all cases of suspected academic misconduct and malpractice to be fully investigated using the BERKELEY Code of Conduct procedures. If proven, you can expect the BERKELEY to take disciplinary action against you. What happens will depend on how serious what you have done appears to the BERKELEY.
viii) The member of
staff who has looked into what you have done will decide how serious the case
appears at first. This person will consult with senior colleagues when a
moderate or serious case is suspected. The claims that you have done something
illegal or wrong (the allegations) will be written down so that you know the
case you have to answer.
The actions taken by
the BERKELEY, if they believe from the evidence you have done something wrong,
may include the following:
When what you have done is thought to be a minor case of academic misconduct-
i) What you have done will be discussed with you in a private tutorial with your Course Leader or Academic Tutor.
ii) You will be given a warning about how you must act in the future.
iii) You may have marks from your piece of work taken away or you may have work returned to re-do and hand in for remarking.
iv) If this has happened before, you will go straight to a second stage interview.
v) If you are working towards an exam, the relevant examining body will be told what has happened in accordance with the examination board’s policy.
vi) External
examiners/verifiers will also be told what you have done, in accordance with
the examining board’s policy.
When what you have done is thought to be a moderate case of academic misconduct-
i) Your mark or assessment grade may be reduced or you may be awarded zero/ referral, depending on how serious what you have done appears to the BERKELEY
ii) You may not be allowed to take the unit/exam/test again
iii) The Course Leader or Curriculum Manager may decide that you must attend a second-stage interview. If this has happened before you may go straight to a third-stage interview
iv) The relevant examining body will be told what you have done, in accordance with the examination board’s policy
v) External examiners/verifiers will also be told what you have done, in accordance with the examining board’s policy
When what you have done is thought to be a serious case of academic misconduct
i) A third stage Code of Conduct meeting will be convened by the Director of Students Quality and Curriculum. A sanction will be awarded. This will be decided by the BERKELEY staff interviewing you and will depend on the seriousness of what you have done. Any of the following may be given –
• A zero or referral grade in the exam/test/unit is given or the assessed work is not awarded a grade.
• You are not allowed to re-sit the exam or test, or you are not allowed to re-do the piece of assessed work.
• You are disqualified from your course.
• You are permanently
or temporarily excluded from the BERKELEY.
ii) The relevant
examining body will be told what you have done, in accordance with the
examining board’s policy
iii) External
examiners/verifiers will also be told what you have done, in accordance with
the examining board’s policy
In all cases, a note
will be made on your file of the allegation, the outcome, and any sanction you
are given. You need to know that this information may be used by the BERKELEY
when it is asked to provide a reference for you, for example, if you want to go
to another BERKELEY or get a job.
You must sign the
statement below to show that you have read and understood the BERKELEY rules on
academic misconduct as they are shown on this paper.
“I agree that I have
read and understood the BERKELEY Policy on Academic Misconduct. I understand
that if I cheat and present others’ work as my own, without showing who did the
work and where I found it, the BERKELEY will take action.
I agree that all the
work I hand in during my course or put in my portfolio will be entirely my own,
unless I show clearly in my work where I have used someone else’s work, have
worked with someone else, or have received help.”