Complaint's Procedure


Introduction
This document sets out Study Active complaints policy and procedures and is aimed at our learners and all interested parties who encounter a direct or indirect service from Study Active. Study Active values our learners who undertake one of our courses. At the heart of everything at Study Active are our three pillars; quality, innovation and customer service. Therefore, it is important should you feel that you have encountered a level of service that is below both yours and our expectations that you raise any concerns you may have with us immediately so that we may address them and learn lessons appropriate to improving service level expectations.

Scope
This policy covers complaints that learners and members of the public may wish to make in relation to the qualifications offered by Study Active. It is not to be used to cover enquiries about services offered by Study Active or appeals in relation to assessment decisions made by Study Active. These areas are covered by separate policies. Should a complaint be submitted which is in fact an appeal, we will respond to inform the relevant party that the issue is being considered in accordance with our published

Appeals Policy.
If you are unhappy about the way an examination or assessment was delivered or conducted and you suspect malpractice and/or maladministration may have occurred, you should send your concern to us in accordance with the arrangements as stated in our Malpractice & Maladministration Policy. This should occur as soon as possible to protect any associated evidence
that may form part of your complaint.

Study Active responsibilities:
We advise that our staff and learners involved in the management, assessment and quality assurance of our qualifications, are aware of the contents of this policy and their individual responsibilities in relation to this.How should I complain?

Stage 1
All Study Active staff are trained to support our customers and are all keen to help, so you should first try to sort out any problem at the earliest opportunity by speaking to the person who dealt with or is the cause of your issue/complaint.

Stage 2
If the Study Active staff member cannot help, or if you wish to speak to someone else regarding the problem, please email support@studyactive.co.uk marked for the attention of Lead Tutor/Assessor providing your full name and contact details with:
• a full description of your complaint (including the subject matter plus dates, times and any reference numbers if known)
• names of the people you have dealt with so far
• copies of any documents or letters connected with the complaint
Our Lead Tutor/Assessor will acknowledge receipt of your complaint within two working days and aim to investigate your complaint within 10 working days.

You may be contacted during the investigation to seek further information or clarification. Where it is not possible to offer a solution within 10 working days you will be notified of the rationale and the expected timescale for the response to be provided

Stage 3
If stage 2 is not possible, or if you are not satisfied with the outcome provided by this member of staff, please send written email confirmation of your complaint detailing all aspects(including any evidence and communications already received) to our Customer Experience Manager admin@studyactive.co.uk. This must be received within 10 working days of the outcome
given at stage 2 of the complaints procedure.

If at the outcome of Stage 3 and only where you have fully exhausted the process and you are unhappy with the outcome, you can contact the relevant Awarding Organisation directly if you feel there was a significant breach by Study Active

• Focus Awards https://focusawards.org.uk/policies-and-procedures/. Contact details can be
found here https://focusawards.org.uk/contact/
• Active IQ: https://www.activeiq.co.uk/for-centres/policies-and-procedures). Contact
details can be found here: https://www.activeiq.co.uk/contact-us/ )
• RSPH contact details can be found here: https://www.rsph.org.uk/contact-us/Confidentiality and whistle blowing

Sometimes a complainant may wish to remain anonymous, however, it is always preferable to reveal your identity and contact details to support a comprehensive review/investigation. If you are concerned about possible adverse consequences, please inform us that you do not wish to divulge your identity.

What happens if my complaint is upheld?
If any part of your complaint is upheld, we will of course respond to the complainant accordingly and give due consideration as to how we can improve our service and arrangements. For example, reviewing our procedures and actions to evaluate the need/impact of any required changes to our existing arrangements and assessment processes (if relevant), or the need for
additional staff training. In extreme circumstances, internal disciplinary procedures may be exercised where the performance or behaviour of our staff is deemed inappropriate.

In situations where a complaint has been successful, or where an investigation following notification from Active IQ indicates a failure in our processes, Study Active will give due consideration to the outcome and will, as appropriate, take actions such as:

• identify any other learner who has been affected by that failure
• correct, or where it cannot be corrected, mitigate as far as possible the effect of the failure
• ensure that the failure does not recur in the future
• compensate the learner if the centre is found it has compromised its own terms and conditions that form part of the contract between us and the learner in question

Thank you for your contribution and commitment to making our policy work.

Contact us:

If you have any queries about the contents of this policy, please contact our Customer Experience Manager on:
E: admin@studyactive.co.uk
T: 01223 912 122