The Oxford Open Learning Trust is committed to providing a high-quality education and takes any complaints about the service a student has received very seriously.
This policy is designed to encourage prompt resolution of complaints at the earliest possible stage. We would, therefore, ask that any concerns be raised as soon as possible to enable swift resolution.
Issues of a minor nature should be addressed to your Student Adviser and may be done verbally on 01865 798022, or by contacting them by email. We would anticipate most problems to be resolved at this stage. If you are not happy with the outcome, or the complaint is of a more serious or complex nature, a more formal approach may be required and the complaint should be communicated in writing. Please email firstname.lastname@example.org marking the subject as ‘complaint’.
We seek to make an initial response within a week. We may need to ask concerned parties for further information in order to establish the facts pertaining to the complaint. Once that process is complete, we will provide a full response within two weeks including any action that we propose to take. If the complainant is not happy with the response, then this will be referred to the Directors who, if the complaint is not vexatious, will consider whether the complaint has been correctly handled.
The Oxford Open Learning Trust Ltd reserves the right to refuse to deal with a complainant who takes an overly aggressive or abusive approach towards any member of staff. Threatening and verbally abusive behaviour will not be tolerated.