Student Complaints Procedure

1. General Principles

1.1 The DoGenius Institute is committed to maintaining high standards in the provision of its courses, services, and facilities. The Student Complaints Procedure ensures that legitimate complaints are handled fairly, promptly, and efficiently.

1.2 Complaints will be addressed either informally or through a formal three-stage process:

Stage I: Formal resolution by Student Services.

Stage II: Formal resolution by the Complaints Department.

Stage III: Review by the DoGenius Institute Director.

1.3 Complaints will be handled impartially, without recrimination, and no student will face disadvantage for raising a legitimate concern. Complaints may be submitted individually or collectively. Anonymous complaints, however, will not be accepted.

1.4 Students should submit complaints within the designated timeframes for each stage. Complaints filed outside these timeframes will only be considered at the Institute's discretion and where valid reasons for the delay are provided.

1.5 Students will be informed of the outcome of their complaints. If upheld, appropriate corrective actions will be taken, which may include explanations, planned actions, or formal apologies. Offers of resolution must be accepted or declined within 15 working days.

1.6 Complaints will be treated confidentially. However, any individual against whom a complaint is made will be provided with a copy of the complaint. Investigating staff may request an interview with the complainant.

1.7 The Institute will maintain a record of complaints and their resolutions as part of its quality assurance processes. Records will exclude identifying information.

1.8 Students may bring another student or support person to meetings related to their complaints. However, representation by external organisations is not permitted, and costs incurred during the process are non-reimbursable unless exceptional circumstances apply.

1.9 Additional support will be provided for students under 18.

1.10 Students with complaints about staff behaviour will be supported by Student Services in line with the Guidelines on Dealing with Unacceptable Behaviour.

1.11 Frivolous, vexatious, or malicious complaints may lead to disciplinary action under Section 3.2 of the Code of Conduct, which ensures respect for a safe and secure environment.

1.12 Complaints may be withdrawn if the complainant fails to engage in the investigation process for more than 20 working days without valid reason.

1.13 Students unsure about the applicability of this procedure can seek advice from the Director or their nominee.

1.14 For upheld complaints, the Institute may reimburse students for necessary incidental expenses, such as travel, upon submission of receipts. If the complaint is not upheld but was made in good faith, reimbursement may still be offered at the Institute’s discretion.

2. Scope of the Complaints Procedure

2.1 This procedure applies to complaints about:

Academic services (teaching, course content, and learning support).

Incorrect or misleading information about services.

Non-academic services provided by the Institute.

Inappropriate behavior by staff or students.

2.2 The procedure does not cover:

Examination, assessment procedures, or academic appeals (see Academic Regulations).

Disciplinary matters (see Student Handbook).

Admissions complaints prior to enrolment (see Admissions Policy).

2.3 Complaints about staff or students may be referred to the appropriate disciplinary procedures. The Director’s decision on the appropriate policy or procedure is final.

2.4 This procedure applies to all DoGenius Institute students.

3. Informal Resolution of Complaints

3.1 Most complaints can be resolved informally by engaging with the appropriate staff member.

3.2 Informal complaints should be made orally or in writing within 10 working days of the incident or issue.

3.3 The receiving staff member will investigate or refer the complaint and provide a response, typically within 5 working days.

3.4 If dissatisfied with the informal resolution, students can escalate the complaint to the formal process (Stages I–III).

3.5 For guidance prior to filing a formal complaint, students should consult their tutor.

4. Formal Complaints Procedure

Stage I: Resolution by Student Services

4.1 Submit a written complaint (preferably via form) to Student Services within 10 working days of the incident or the informal resolution. Include:

A full statement of the complaint.

Steps taken to resolve the issue informally.

Reasons for dissatisfaction with the informal resolution.

Desired outcome.

Relevant supporting evidence (copies only).

Full contact details.

4.2 Receipt of complaints will be acknowledged within 3 working days, and additional information may be requested.

4.3 A formal written response will be provided within 10 working days of receiving the complete complaint. If delays occur, the student will be informed of the reasons and expected resolution timeline.

Stage II: Resolution by the Complaints Department

5.1 Submit a Stage II complaint in writing within 20 working days of the Stage I outcome. Include:

A full statement of the complaint.

Copies of the Stage I complaint and outcome.

Reasons for dissatisfaction with the Stage I resolution.

Desired remedy.

Supporting evidence.

5.2 Receipt will be acknowledged within 5 working days, and additional information may be requested.

5.3 A formal written response will be issued within 25 working days. In cases of delay, students will be notified of the investigator’s details, reasons for the delay, and the expected resolution timeline.

Stage III: Review by the Institute Director

6.1 Students may request a Stage III review within 15 working days of the Stage II outcome if they believe there were:

Procedural irregularities in Stage II.

New evidence unavailable during Stage II.

Unreasonable decisions in Stage II.

6.2 Submit a written request detailing valid grounds, desired outcomes, and supporting evidence.

6.3 The Director or nominee will review the complaint and issue a final decision within 20 working days. In cases of delay, students will be informed of the reasons and expected timeline.

7. Referral to External Review

7.1 Students dissatisfied after Stage III may refer their complaint to the Office of UKRS for an independent review.

7.2 The Institute will issue a Completion of Procedures Letter within 28 days of the Stage III outcome. This letter confirms exhaustion of internal procedures and is required to file a complaint with UKRS.