Complaints
DAIS-POL-003
Complaints Policy
Data and AI School of London, NCFE Approved Centre
Policy Owner: Compliance Manager
Version: 1.0 | Date: April 2026 | Review: April 2027
NCFE Risk Level: Medium
Mode of Delivery: Fully Online
3.1 Purpose and Scope
This policy provides all learners, staff, and stakeholders with a clear, accessible, and fair process for raising complaints about: the quality of online teaching or learning materials; conduct of staff; assessment decisions; administrative processes; technical failures that significantly affected a learner's experience; or any other matter relating to quality of provision.
3.2 Principles
All complaints will be: Taken seriously and investigated fairly
All complaints will be: Handled confidentially where reasonably possible
All complaints will be: Resolved as quickly as possible within stated timescales
All complaints will be: Responded to by a staff member not directly involved
All complaints will be: Logged and used to improve provision
No learner will be disadvantaged or penalised for raising a complaint in good faith.
3.3 How to Make a Complaint
As the school operates entirely online, all complaints must be submitted digitally through:
The complaints submission form on the school's VLE (preferred)
By email to the designated Complaints Officer at the address published on the VLE
Complaints must include the learner's full name and registration number, a description of the complaint with relevant dates and evidence, and the outcome the learner is seeking.
3.4 Complaint Stages
Stage 1, Informal Resolution (within 5 working days of the event)
Learners are encouraged to raise concerns informally with their tutor or the Complaints Officer before submitting a formal complaint. The Complaints Officer acknowledges the concern within 2 working days and attempts to resolve it informally within 5 working days.
Stage 2, Formal Complaint (up to 20 working days after the event)
If informal resolution is unsatisfactory, the learner submits a formal complaint via the VLE form. The Complaints Officer acknowledges receipt within 2 working days, investigates, and provides a written decision within 15 working days.
Stage 3, Escalation to Head of Centre
If still dissatisfied, the learner may escalate to the Head of Centre within 10 working days of the Stage 2 decision. The Head of Centre provides a final written decision within 10 working days. This constitutes the end of the internal process.
Stage 4, Escalation to NCFE
If the complaint relates directly to NCFE qualification delivery and the learner remains dissatisfied, they may escalate to NCFE. The centre will cooperate fully with any NCFE investigation.
3.5 Timescales Summary
| Stage | Action | Timescale |
|---|---|---|
| Stage 1 | Acknowledgement | Within 2 working days |
| Stage 1 | Informal resolution | Within 5 working days |
| Stage 2 | Formal submission deadline | Within 20 working days of event |
| Stage 2 | Written decision | Within 15 working days of submission |
| Stage 3 | Final decision (Head of Centre) | Within 10 working days |
3.6 Record Keeping
The Complaints Officer maintains a digital log of all complaints, nature, stage, and resolution. This log is reviewed annually by the Head of Centre to identify patterns and inform quality improvements. Records are retained for a minimum of 3 years.
This policy is reviewed annually. Next review: April 2027. Approved by: Head of Centre. © Data and AI School of London, April 2026. NCFE Approved Centre.