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Stage 2 - Senior Manager Complaints are investigated by the senior manager responsible for the team that your complaint references. They will investigate with a target of responding to your complaint within 10 working days. Stage 3 - Independent Senior Manager Complaints are investigated by a senior manager who is independent of the individual or team that your complaint references. They will investigate with a target of responding to your complaint within 10 working days. Complaints we cannot help with: We can only handle complaints about the work, staff, learners and apprentices, and levels of service provided by SCL Group and associates. We cannot help with complaints regarding any third parties as your complaint should be dealt with the organisation directly. We will however support you and provide guidance on how to raise a complaint with them.
PROCESS FOR HIGHER EDUCATION LEARNERS
If your complaint relates to a Higher Education programme of study and is about: • The quality and standard of service provided by the university, including teaching and learning provision. • Failure to provide a service as advertised or reasonably expected. • Unsuitable facilities or learning resources. • Failure of the university to follow an appropriate administrative or academic process. Please visit De Montfort University’s Student Complaints for further details.
RECORDING OF COMPLAINTS
SCL Group and will record all complaints, both formal and informal, and a complaints log will be maintained internally. All complaints will be monitored and tracked until the complaint has a formal outcome. The CEO of SCL Group will present an overview of the complaints log to the Executive Team on a regular basis.
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