Student Complaints Policy
Policy Statement
Positive Signs Education aims to deliver satisfaction along with all of our services. If you find that you are not satisfied with our services for any reason, please let us know immediately so that we can investigate, put things right and make sure the problem doesn’t happen again.
All complaints will be handled in a timely, professional and non-confrontational manner and in line with our Equality and Diversity Policy. Please follow the procedure outlined below.
Complaints Procedure
Stage 1
If it is appropriate, and if you feel comfortable to do so, it is best to raise complaints directly with your NMH Support Worker. They should be able to sort out the situation and continue with providing the services. You should follow this up with an email to education@positivesigns.uk explaining your complaint, the discussion had, and changes agreed. The Support Worker will do the same. This will be recorded at Positive Signs Education.
Stage 2
If Stage 1 is not appropriate or you were not satisfied with the outcome, you will need to inform the Positive Signs’ Director about your complaint:
- Send your complaint either via the written form (attached) or BSL video covering same material to education@positivesigns.uk.
- The Director will acknowledge receipt of your complaint and arrange a time to discuss the matter with you, normally within 2 working days of receiving your complaint.
- The Director will investigate your complaint, involving other people as necessary, and respond to you with the outcome of the investigation, normally within 5 working days. If you submitted your complaint in BSL, the reply will be in BSL.
- Some complaints may take longer to resolve. If this happens, we will let you know and keep you up to date with progress.
Stage 3
If you are not satisfied with the outcome of the discussion or investigation at Stage 2, Positive Signs Education will refer you to an external third party for independent review of your complaint.
Stage 4
If you are not satisfied with the independent review of your complaint in stage 3, you will need to escalate your complaint to Student Finance England. Find out how at https://www.gov.uk/contact-student-finance-england.
If at any stage you are not comfortable to approach Positive Signs Education directly, please ask the Wellbeing Adviser at your place of learning to support you with your approach.