DSA Student Complaint Policy

October 10, 2017

Complaints Procedure for Students

April 2017    Review Date: April 2021

Introduction

It is important to us at MTS Sulby that students are happy and content with the services provided. In the event that a student is unhappy about any aspect of the services MTS Sulby provides, the student should contact MTS Sulby as soon as possible.

This could be a concern, problem or complaint that a student has about some element of the services provided. It is MTS Sulby’s intention to handle complaints in a non-confrontational manner and yet to examine the complaint professionally.  In doing so, it is hoped that the complaint can be resolved efficiently and effectively.

Most an be settled informally by discussing it with a member of Management. Where possible the informal process should be utilised in advance of raising a formal complaint.

Formal Procedure

If a complaint cannot be settled informally with the relevant Service Manager, you should raise it formally.

Stage 1 Put your complaint in writing

  • You should put your complaint in writing and address it to Tanya Skillen who will arrange for your complaint to be heard.
  • We will acknowledge receipt of a complaint within 5 working days.
  • We will respond to a complaint within 10 working days.
  • If the complaint requires additional time we will let you know, detailing when you will receive the response.

Stage 2 Meeting

  • You will then be invited to a meeting to discuss your complaint. During this meeting, you have the right to be accompanied.
  • Following the meeting, the Complaints Officer will investigate and consider all the facts and notify you in writing of the decision within 10 working days.
  • If the complaint requires additional time we will let you know, detailing when you will receive the response.

Stage 3 Appeal

In the event that you feel your complaint has not been satisfactorily resolved, you have the right to appeal against the decision.

You must place your appeal in writing and send it to DSA-QAG which is the organisation who quality assures all accredited assessment centres at this address:

The Complaints Manager, DSA-QAG, Central Chambers, Suite 350, 4th Floor, 93 Hope Street, Glasgow, G2 6LD

Email: administration@dsa-qag.org.uk

As stated on DSA-QAG website, https://dsa-qag.org.uk/complaints-policy , all complaints will be sent an acknowledgment within 5 working days of receipt.

They aim to reply within 20 working days from the day the complaint is received, however if the complaint requires additional time, they will notify you, detailing when you can expect the full reply.