Complaints Procedure

 

Purpose

The purpose of this procedure is to set out the steps which a complainant must follow when submitting complaints to EMD about any of its services and the steps EMD will take when responding to such complaints.
 

Scope

This procedure applies to all centres, customers, clients and learners who use the services of EMD.
 

Responsibility and Authority

The Quality Manager and the Director are responsible for ensuring that this procedure is implemented correctly and equitably.
 

Procedure

1 General Statement

1.1 It is important that all centres, customers, clients and learners are fully aware of this procedure.

1.2 We will carry out an annual review of the policy and revise it, if necessary, in response to feedback or good practice.

2 Complaints: Stage 1

2.1 A complaint must be made in writing or by e-mail, must state clearly the nature of the complaint and must be addressed to the Quality Manager at EMD UK Ltd within 14 days of the incident taking place.

2.2 Acknowledgement of receipt of the complaint will be sent to complainant by the Quality Manager within 3 working days.

2.3 Complaints, in the first instance, will be dealt with by the Quality Manager, ensuring that this individual has no personal interest in the complaint being made.

2.4 The Quality Manager carries out an investigation and reviews all the documentation, then reaches a decision.

2.4 A response time of 10 working days (15 working days for overseas) will be adhered to.

2.5 The possible outcomes are:

  • Complaint upheld and appropriate action will be taken to remedy the situation and recompense the complainant.
  • Rejection of the grounds of complaint with clearly stated reasons
  • If the complaint is rejected, or the complainant does not accept the outcome as satisfying the original grounds, the complainant will be informed that they may, within 10 working days of receipt of the decision, ask for the complaint to be referred to the Academic Panel for Complaints Stage 2.

3 Complaints: Stage 2

3.1 If a request for complaint referral is received within the timeline, the detail will be sent to the Academic Panel, plus an additional individual independent of EMD (*see below: 4.5), for scrutiny (including ensuring that the procedures up to that point have been followed correctly, fairly and fully) and for a decision within 20 working days.

3.2 The Academic Panel will write to the complainant with this decision.

3.3 Possible outcomes are:

  • Complaint upheld and appropriate action will be taken to remedy the situation and recompense the complainant.
  • Rejection of the grounds of complaint with clearly stated reasons
  • If the complaint is again rejected, the complainant will be informed that they may, within 10 working days of receipt of the decision, ask for the complaint to be referred to Final Independent Review.

4 Complaints: Stage 3 – Independent Review

4.1 If so requested, the submission will be sent to an Independent Reviewer (*see below:4.5), who will review the process that has been carried out, ensuring that the procedures up to that point have been followed correctly, fairly and fully. The independent reviewer will make recommendations back to EMD.

4.2 The decision resulting from this review will be final, and will be passed to the complainant by the Independent Reviewer within 20 working days.

4.3 Possible outcomes are:

  • Complaint upheld and appropriate action will be taken to remedy the situation and recompense the complainant.
  • Rejection of the grounds of complaint with clearly stated reasons

4.4 Full details of enquiries and appeals procedures are also available from EMD Head Office or from the website www.emduk.com

4.5 The independent member of the panel at Stage 2 and the independent reviewer at Stage 3 will not be nor has been, at any time during the past seven years, a member of the company’s board or committees, or an employee or examiner of the awarding organisation.

4.6 The independent member and the independent reviewer shall be appointed on the basis that they possess the appropriate competence for the fulfilment of these roles.