Grievance and Complaints Policy
Level 6 Law and Practice Diploma
1 – Introduction
This policy outlines the procedure for raising and resolving grievances and complaints in relation to the Level 6 Law and Practice Diploma. It aims to ensure that all students have a clear, fair, and transparent process to address their concerns.
2 – Scope
This policy applies to all students enrolled in the Level 6 Law and Practice Diploma and covers complaints related to academic matters, administrative processes, teaching quality, assessment concerns, and any other issues affecting the student experience.
3 – Principles
- All complaints will be treated fairly, promptly, and confidentially.
- No student will be disadvantaged for raising a genuine complaint.
- Complaints will be addressed at the earliest opportunity through informal resolution where possible.
- If unresolved, a formal complaint procedure will be followed.
4 – Informal Resolution
Learners are encouraged to resolve complaints informally by discussing concerns with the relevant party (e.g., tutor, coach, or course leader). If a satisfactory resolution is not achieved, the formal procedure should be followed.
5 – Formal Complaint Procedure
Step 1: Submission
The complaint must be submitted in writing to the Head of Apprenticeships within 10 working days of the issue arising.
The complaint should include details of the issue, any attempts at informal resolution, and the desired outcome.
Step 2: Investigation
The Head of Apprenticeships will acknowledge receipt within 5 working days and investigate.
The learner may be asked to provide further evidence or attend a meeting.
Step 3: Resolution
A decision will be communicated in writing within 20 working days of submission.
If the complaint is upheld, appropriate action will be taken.
If the student is dissatisfied, they may appeal the decision.
6 – Appeals Process
An appeal must be submitted within 10 working days of the complaint decision.
The appeal must state the grounds for reconsideration.
An independent panel will review the appeal and provide a final decision within 15 working days.
7 – External Review
If the learner remains dissatisfied after exhausting the internal process, they may refer the matter to the relevant external regulatory body.
8 – Monitoring and Review
This policy will be reviewed annually to ensure its effectiveness and compliance with relevant regulations.
9 – Contact Information
Students can direct complaints or appeals to the Head of Apprenticeships.
| Reviewed Date | 01/08/2025 | Next Review Due Date | 01/08/2026 |
| Reviewed by | Julie Broadhead
Quality Manager |
Signature | Julie Broadhead |
Datalaw 2025 Grievance and Complaints Policy – CILEX – DPP036 V1.0 01/08/2025