Advanced programmes complaints policy
Scope
Multiverse is committed to ensuring a high-quality educational experience for its learners, supported by appropriate academic, administrative and welfare support services and facilities. However, there will be instances when learners may feel dissatisfied with the teaching and learning, facilities or services provided by Multiverse.
If it is necessary to pursue a complaint formally, this policy sets out how learners may seek to have complaints addressed. The aim of this policy is to deal with learner complaints as expeditiously and fairly as possible. Multiverse reserves the right to amend any provision of this procedure subsequent to appropriate consultation.
Complaint vs Feedback
There are several ways in which learners may put across views about their learning experience and the services provided by Multiverse. This is referred to as ‘feedback’. Feedback can be provided through a number of channels, such as:
- Direct communication with coaches
- Surveys, e.g. post seminar or coaching surveys, end of course surveys and mid/end point surveys
Complaints may relate to (though not be limited to):
- The teaching and learning experience of the learner, e.g. quality of teaching, teaching facilities, personal support.
- Services, e.g. learning products or library service.
Procedures
It is recommended that, where possible and appropriate, a complainant should attempt to resolve the situation informally in the first instance. An informal approach can often resolve the complaint quickly.
If the informal procedure does not resolve the matter, or is inappropriate, the complainant can initiate formal procedures. These procedures are outlined below.
Complaints procedures
If an apprentice wishes to raise a complaint, they must first raise the situation with their coach. The coach will then speak to the learner to understand the full details of the complaint. The coach should keep a record of this discussion. The coach will then decide whether the complaint is academic or non-academic. They may need to seek assistance from the programme lead/director to determine this. Academic complaints include direct academic issues and non-academic issues that may have an impact on the academic performance of the learner.
Academic Complaints
If it is an academic complaint, the learner must submit a written incident report form to the Assistant Registrar (AR) at NCH. NCH will then conduct a complaint review and investigation as described in Annex A of the students complaints policy. NCH AR will inform the assessment lead (AL) at Multiverse of the results of the complaints investigation as well as any action that has been taken. AL at Multiverse will log complaints internally against the learner’s record and enforce the actions agreed by NCH if needed. This will complete the process.
Non-academic complaints
Informal stage
If it is not an academic complaint, the learner and the coach will discuss whether the learner would like to first pursue an informal approach to resolving the complaint. If so, the coach will inform the learner of what the informal process will involve and that they should keep a record of any meetings during this stage. The coach will then lead an informal resolution to the complaint including meeting with both parties or facilitating a meeting between them if necessary. The coach is advised to use their own expertise and discretion when leading an informal approach and therefore the methods used to informally resolve a complaint may differ on a case by case basis.
If the learner is satisfied with the result of the informal approach, the coach will inform the DoAP of the completion of the informal process and of the end result.
Stage 1
If the learner does not wish to first pursue an informal approach, the coach will contact the Programme Lead/Director to inform them of the details of the complaint and the fact that the informal approach has not been successful. This disclosure should include the learner and complainee details, the actions that have already been taken as well as any notes / records that have already been made. The Programme Lead/Director will contact the learner to understand the full details of the complaint and to review all the evidence that has been submitted by the coach. The Programme Lead/Director may need to interview any witnesses and conduct further meetings with any involved parties. The Programme Lead/Director will use their own discretion and expertise to conduct this stage of the investigation meaning procedures may differ on a case by case basis.
The Programme Lead/Director will then make a decision on what action to take based on the results of the above investigation. If the complaint is not upheld, they will contact the learner and coach to inform them that the complaint has not been upheld. If the learner is satisfied with the decision, the programme lead will inform the DoAP of the completion of the informal process and of the end result. If a complaint is upheld, the programme lead will issue an apology to the learner and inform them of the actions that are being taken to ensure that a repeat of the situation does not occur.
If the learner is not satisfied with the outcome, Stage 2 will commence.
Stage 2
If the learner is not satisfied with an outcome of the complaint not being upheld, the learner must contact the Programme Lead/Director within 10 working days of their decision to express their dissatisfaction and request that the complaint be escalated.
DoAP and the Pathway Lead will take over the investigation and will interview all parties involved in the complaint including any witnesses. They will review any and all documentation that has been gathered through the previous investigation stages and may request the submission of further information if required.
The Pathway Lead and DoAP will reach a decision together on what the correct course of action should be regarding the complaint. If DoAP and the Pathway Lead are unable to agree, the complaint will be referred to the VP of LIO who will make the final decision.
If the complaint is upheld, the Pathway Lead and DoAP will contact the learner informing them that the appeal has been upheld and of the actions they are taking. Pathway lead and DoAP will use their expertise and discretion to agree on the most appropriate action to take on a case by case basis. If it is not upheld, Pathway Lead will contact the learner and Coach to inform them that the complaint has not been upheld. The process is then complete.
If the learner is not satisfied with the decision, Stage 3 will commence.
Stage 3
The learner is to contact the Pathway Lead and DoAP within 10 working days of their decision to express their dissatisfaction and request that the complaint be escalated. The Pathway Lead will then contact the VP of LIO to inform them of the details of the complaint and the fact that the Stage 1 and 2 formal procedures have not been successful. This disclosure should include the learner and complainee details, the actions that have already been taken in the informal, stage 1 and 2 procedures as well as any notes/records that have been made. The VP of LIO will conduct a review of all of the documentation submitted as part of the complaint and review all the actions taken by the DoAP, the programme and pathway leads during the stage 1 and 2 processes.
Based on their review, the VP of LIO will make a decision on whether the results of the stage 2 process should be upheld. If it is not upheld, the VP of LIO will decide upon a new action to take and inform the learner of this action as well as the fact that this represents the final enquiry and that the case is now closed. The VP of LIO to contact Pathway Lead and DoAP to inform them of their decision.
If the decision from stage 2 is upheld, the VP of LIO will contact the learner and inform them that the stage 2 decision has been upheld and the case is now closed. VP of LIO will contact Pathway Lead and DoAP to inform them that their decision has been upheld.
The DoAP should keep the COL (College Liaison Officer) from NCH informed of any non academic complaints that arise as part of their regular partnership review process. The DoAP should also ensure that aggregate data on complaints is shared with the Degree Apprenticeship Management Board which meets on a quarterly basis.