Complaints Policy and Procedure

1. Introduction

London Institute of Business & Technology seeks to always provide the highest possible levels of service but also recognises that in doing so, there may be times when this falls short of students’ expectations. In these instances, the focus is on finding an acceptable outcome. All complaints are taken seriously and will be investigated according to the procedures laid

down. 

Any student who makes a complaint shall not be disadvantaged in any way and the complaint will be undertaken by the institute impartially and without bias. Privacy and confidentiality will be maintained throughout the process and each case will be considered on its own merits and taking into account:

• The seriousness of the issue raised
• The credibility of the concern
• The likelihood of confirming the issue from attributable sources.

2. Aims

The institute is committed to the following in terms of the complaints procedure for learners:

• Making the process open and transparent
• Placing the emphasis on prompt resolution
• Not apportioning blame
• Taking forward all reasonable complaints made
• Ensuring that complaints are quickly rectified
• Ensuring that learners are supported during the complaints procedure
• To collect equality data on complaints for monitoring purposes (through confidential means)

3. Complaints Procedure

     3.1 Informal Process

1. Discuss the complaint with the person involved
2. If the matter is not resolved, proceed to Stage One of the Formal Process

     3.2 Formal Process - Stage One

1. Put complaint into writing to Programme Leader/Line Manager
2. Meeting arranged within 5 working days
3. If no resolution, the complaint should be copied to the Cheif Executive Officer
4. A meeting shall be convened within 5 working days
5. If no resolution, go to Stage Two

     3.3 Formal Process - Stage Two

1. Issue raised with the Cheif Executive Officer
2. Resolution sought within 10 working days

Note: Should the learner find themselves unsatisfied with the resolution of a complaint, despite having followed all internal procedures, they have the option to seek further guidance by contacting the relevant awarding or accrediting bodies directly. The relevant contact details are as follows:

‍

ATHE

Phone: +44 (0)1603 760030

Address:

Suite 4B, Rosebery Court,

Central Avenue,

St Andrews Business Park,

Norwich, NR7 0HS,

United Kingdom.

‍

CMI

Telephone: +44 (0)207 4970580

Address: 

77 Kingsway, 

London, 

WC2B 6SR

United Kingdom.

‍

Qualifi

Phone: +44 (0)115 888 2323

Address:

7 Acorn Business Park

Commercial Gate, Nottingham

Nottinghamshire

NG18 1EX

United Kingdom.

‍

Last updated on May 23, 2023 by LIBT Policy Committee
Approved by: Sesiri Pathirane – Board of Directors

Company Name: London Institute of Business & Technology Limited
Company Address: Hillary House, Prospect Hill, Douglas, IM1 1EQ, Isle of Man, British Isles.

Date for the subsequent policy review: May 22, 2024