- If you are not happy about something at the college we would like to know about it. Your feedback and satisfaction is important to us. Castleforbes College has a documented complaints procedure. Your complaints will be treated in confidence and given paramount importance and we will do all we can to resolve it for the satisfaction of all parties.
- If the student has a complaint, they can bring it to the attention of reception or the Director of Studies, depending on the nature of the complaint. If needed, they can bring the complaint to the attention of senior management. The student should put their complaint in writing, which they can do via a complaint form available from the reception. It will be dealt with as swiftly as possible. If that is not possible, an appointment will be set up to address the issues.
PROCEDURES FOR DEALING WITH FORMAL COMPLAINTS
- Where the informal approach fails or if the harassment is more serious, you should bring the matter to the attention of the Directors as a formal written complaint with all documented evidence. The person dealing with the complaint will carry out a thorough investigation in accordance with our disciplinary procedure. Those involved in the investigation will be expected to act in confidence and any breach of confidence will be a disciplinary matter. When the investigation has been concluded, a draft report of the findings and of the Investigator’s proposed decision will be sent, in writing, to you and the alleged harasser.
- If the report concludes that the allegation is well founded, the harasser will be subject to disciplinary procedure. Anyone who receives a formal warning or who is dismissed or expelled for harassment may appeal against the disciplinary action by using our disciplinary appeal procedure.
- If you bring a complaint of harassment you will not be victimised for having brought the complaint. However, if the report concludes that the complaint is both untrue and has been brought with malicious intent; disciplinary action will be taken against you.
COMPLAINTS and GRIEVANCE PROCEDURE
- Castleforbes College strives to achieve complete student satisfaction. However, we do acknowledge that the students may have reasons for complaints. There is a weekly feedback questionnaire as well as an end-of-course feedback questionnaire which will monitor your level of satisfaction with the services offered by the college, and help us improve.
- If a student has a complaint either with the school in general or with a service the school provides, we would like to know about it. You should raise any problems with a member of staff, who will advise you how to proceed. We will always treat the student’s complaint seriously and do all we can to resolve it for the satisfaction of both parties.
- Formal complaints should be made in writing by email to the School Manager. The complaint must include all relevant details of the complaint, including the name of the person or the service the student is making a complaint about. Further details which should be included are dates, times, witnesses and circumstances, as well as details of any previous attempts to resolve the issue. Moreover, students may wish to suggest any reasonable measures they think could be taken to reach a satisfactory resolution.
- In order to assure complaints are dealt with in an efficient manner, formal complaints should usually be made within 5 working days after the event about which the complaint is being made, but no more that 10 working days after such an event.
- All complaints will normally be acknowledged by the School Manager in writing within 5 working days. The School Manager will undertake an investigation, including meeting with the complainant, as deemed appropriate if further details of the complaint is needed.
- A written recommendation on how the matter could be or has been resolved will be sent by email to the complainant. This recommendation normally takes up to 30 days. Appeals must be made in writing directly to the School Manager.
- All Students have the right to seek redress for grievances relating to disciplinary decisions which have been made against them. In order that students can raise grievances and have them settled fairly, promptly and without prejudice to their position in the Organisation, the following stages outline the procedure to be followed.
- Stage One – A grievance must be taken up by the student with the Director of Studies in writing.
- Stage Two – The Director of Studies will arrange a meeting, with the student within 2 working days to discuss the grievance. The student may have a friend, colleague, or other nominated person present.
- Following the meeting the Management will notify the student of the decision and of the right to appeal against the decision if appropriate.
- Stage Three – Only in very exceptional circumstances is it expected that a grievance will not have been resolved prior to this stage.
- Each student has the right to appeal to the Managing Director, in writing as a final resort if they feel so aggrieved. The Managing Director’s decision will be notified to the student in writing and will be final.
- Note: Where the grievance is in respect of the person named at stage one of the procedure, the complainant may proceed immediately to stage two. Under certain unavoidable circumstances i.e. holidays, absence, business etc. the number of days stated above may vary.
BEHAVIOUR and COMPLAINTS
- Any form of harassment is not tolerated at Castleforbes College. Typical types of harassment include those on the grounds of:
• Their race, ethnic origin or skin colour
• Sex or sexual orientation
• Religious or political convictions
• Willingness to challenge harassments leading to victimisation
• Disability, sensory impairment or learning difficulties
• Status as ex-offenders
• Personal beliefs
• Real or suspected infection with A.I.D.S / HIV
• Physical characteristics
- This list is not exhaustive. Physical or mental abuse of teachers, members of staff, host families, or other students is also not tolerated.
- If any of the above mentioned behaviour is reported then this may result in immediate expulsion from the college and from your accommodation.
- If you have a complaint, you should report this to reception or the Director of Studies where it will be dealt with by an appropriate person. Castleforbes College will always aim to resolve situations efficiently if it is within our ability to do so.