Scope

• Our Wisdom House Complaints Policy Aims:
• To listen to all complaints and suggestions.
• To enable staff and students to be able to make complaints and suggestions.
• To resolve problems in the best way possible.
• To use complaints as an opportunity to review and improve the service we offer.
• To consider and, if practicable, act on suggestions.
• To provide an opportunity at Staff Meetings for staff to bring up any issues under meeting point – Any Other Business.
• To provide information on the Wisdom House Complaints Procedure to students in their welcome information.
• To tell students verbally during the induction about Wisdom House Complaints Procedure and who to speak to regarding problems.
• To provide all students with an opportunity to give feedback including Leavers’ Questionnaire and in tutorials.
• Where possible monitor and follow up on comments posted on social media sites.

Introduction

• Procedure – Students Complaints Procedure
• We hope that you will be happy with the Wisdom House. Please tell us immediately if you have a problem of any sort so that we can help. However, if you wish to make a complaint, we have the following procedure:
• Please see the relevant member of staff (see below). If you have a complaint, they will listen to your complaint, and try to find a solution to the problem. They will also ask you to fill in a complaints form.
• Lecturers and teaching: Steve Adewole
• If you are still not satisfied, please see the Principal *** . If they cannot resolve matters immediately, they will ask you to put your complaint in writing. You will receive a written response within 3 working days. If you are still not satisfied after this you can speak to the Owner – ***. 
• If you still feel that your complaint has not been resolved in a satisfactory manner, please put the complaint in writing and send it to:

The Policy

• How Students Complaints Are Dealt With
• Lecturers and Teaching
• Where possible, we ask students to see their lecturer if they are unhappy with their class. However, if they are embarrassed, or the problem is with their lecturer, they can speak to the ***,  who will inform them of the proposed action (see below). They will then invite them to come back within a week to see if matters have improved.
• The ***  will discuss the problem with the lecturer concerned and identify possible solutions. If necessary, the ***  will observe the class, with a second observation if deemed necessary. The ***  will also give support where appropriate, e.g. with lesson planning and choice of materials.
• If the students are still unhappy it may be possible to move the student to another class at the same level.
• All the above stages are documented.
• Where possible the***  will provide a lecturer with as much support as possible, for example setting up a peer observation programme, helping with lesson preparation and conducting regular developmental observations. However, if matters do not improve, and the lecturer continues to have problems with all classes, they will be asked to leave (following the necessary disciplinary procedure), or, if a short term, temporary lecturer, their contract will not be renewed.
• For serious complaints, the student is asked to fill in a complaints form.