Complaints procedure for members of the public
We understand that on occasion people or organisations external to the Centre may be dissatisfied or concerned about the way the Centre, its staff or students have acted.
We seek to use feedback to improve the facilities and activities we offer, while always protecting legitimate academic freedom.
This procedure does not apply to complainants who fall under the following categories (for whom there are separate procedures):
- Current students (individuals who have been accepted for study at the Centre or who are a registered student of the Centre)
- Members of staff
How to make a complaint
If you have cause for complaint about the activities or behaviour of the Centre, its staff or students, you are encouraged to try first to resolve the matter informally, in consultation with either the person who has caused the complaint, or (where relevant) with that person’s line manager, or with another appropriate person within the area of the organisation where the complaint has arisen.
Should that approach not prove satisfactory, you should put your complaint in writing.
The following are guidelines for making a formal complaint:
- Clearly head your complaint “Formal Complaint”.
- Provide a record of events, with as much information as possible and provide copies of any relevant documents.
- If you have informally discussed matters with any members of staff at NCCA, please give their full name and provide details of the conversation.
- Write clearly and concisely as to exactly why you are dissatisfied: in particular set out what hardship or injustice you believe you have suffered.
- State clearly what you feel NCCA should have done differently.
- State clearly from your perspective, how the matter can be put right.
- Complaints should be sent in writing to firstname.lastname@example.org.
Your complaint will then be allocated to the appropriate senior manager who will acknowledge receipt (and, if possible, arrange an initial response) within 7 working days.
In order for a complaint to be considered, it should be received within two calendar months after the date on which the event causing the complaint occurred. If the complaint is received any later, we will exercise discretion as to whether or not to investigate the matter.
What happens next
A response will be made within 30 calendar days of receipt of your complaint. If the investigation cannot be completed in that time for good reason (such as staff unavailability due to leave) or the matter is complex, you will be advised of a revised timescale.
We will maintain confidentiality throughout the complaints process, revealing information to others only to the extent necessary to complete a proper investigation and make a considered response. You should be aware that in some cases, this may involve identifying you as the complainant.
If the complaint relates to the conduct of a student or a member of staff, this may be investigated under the relevant disciplinary procedure. In common with many other organisations and in line with data protection law, it is unlikely to be possible to provide details of the outcomes of any such disciplinary procedure to external parties. However, we are committed to learning broader lessons from such processes, and will amend our policies and procedures in light of relevant findings.
What happens if you are not satisfied with our response
In the event that you still remain dissatisfied following receipt of our response, you may request that the matter should be referred to the Chief Executive Office for review. In cases involving the Centre’s administration (rather than academic activities), the Chief Executive may ask the Chief Operating Officer to conduct the review. The Chief Executive’s decision (or that of the Chief Operating Officer) will be final; there is no appeal against his or her decision.
Final responses will be made within 30 calendar days of receipt of the request for review. If the review cannot be completed in that time for good reason (such as staff unavailability due to leave) or the matter is complex, you will be advised of a revised timescale.