Grievance & Appeal Procedure
A Grievance Procedure exists so that a concern or complaint can be addressed as quickly and as fairly as possible.
It is a formal way to progress a grievance through Fountain College. However, it should not interfere with or replace informal discussions between staff and beneficiaries.
The student will discuss the matter with the tutor. The grievance and the outcome will be logged in the student’s file. The grievance will be dealt with within three working days. The tutor will verbally inform the student the outcome of the grievance.
If the matter cannot be resolved at Stage One, discuss with the Head of Department. The grievance and the outcome will be logged in the student’s file at Stage Two, and will be dealt with within three working days. The outcome will be fed back to the student verbally on a one-to-one basis.
If the matter has not been resolved at Stage Two, a letter detailing the grievance should be sent to the Principal. Stage Three of the Grievance and the outcome will be logged in the student’s file
The outcome of the grievance will be explained in a written format, and will be responded to within seven working days.
If the grievance has not been satisfied, the matter may be discussed with the Director of Fountain College. A formal letter detailing the grievance should be sent. The Director will log the grievance and the outcome in the student’s file. The outcome will be in writing.
In the unlikely event that you are not entirely satisfied with the organisation’s decision, you can forward your complaint to Awarding Body through Fountain College. The student cannot directly appeal against a decision to awarding body.
A student who is not satisfied about the redress of grievance / complaint at the end of stage Five may approach the Office of the Independent Adjudicator in England and Wales.