Complaints Policy

1. Who can complain and about what

Applicants, learners, former learners and other people affected by a college service may complain about information, administration, teaching delivery, support, accessibility, conduct or payments. A representative may assist with appropriate authority. Complaints are considered on their merits without retaliation for raising a concern in good faith.

An immediate risk to personal safety should be reported to the relevant emergency service. For a suspected account or data security problem, tell the college promptly and mark the message as urgent.

2. Start with an explanation of the concern

Where appropriate, contact the team involved to seek an early resolution. You do not have to take an informal step if the matter is serious, sensitive or involves that team. You may submit a formal complaint directly to info@asas-college.com or select the complaints topic on the contact form.

Explain what happened, the relevant dates, the programme or service, any earlier attempts to resolve it, and the outcome you are seeking. Include relevant correspondence or references, but avoid unnecessary information about other people. You can request help, an accessible format or communication in Arabic or English.

3. Acknowledgement and investigation

The college will acknowledge the complaint, clarify its scope and identify an appropriate person to consider it. Someone directly implicated should not decide the complaint about their own conduct. The acknowledgement will explain the next steps and the expected response date for the particular case.

The reviewer may ask for information from you and the people involved. Information is shared only as needed for a fair review or a legal requirement; absolute secrecy cannot be promised. If the review takes longer than expected, the college will explain why and provide an updated date.

4. Written outcome and remedies

You will receive a written outcome explaining the issues considered, findings, reasons and any remedy or follow-up action. A remedy may include correcting information, an apology, a service improvement, reconsideration of an administrative decision or a financial remedy where appropriate.

We may be unable to disclose another person’s confidential information or individual disciplinary action, but will explain what can be shared and the effect on your complaint.

5. Requesting a review

If you believe an important fact was missed, the process was unfair or relevant new evidence is available, reply to the outcome and request a review. Explain the point in dispute and the result you seek. Where practicable, a person who did not make the original decision will review it.

The response will state the outcome of the review and whether the college’s internal process is complete. Any available external route, its eligibility rules and relevant deadline will be explained where applicable; no membership of a particular ombudsman or redress scheme is implied by this policy.

6. Assessment, partner and privacy matters

For an assessment concern, distinguish a disagreement with academic judgement from an error, unfair procedure, undisclosed conflict or failure to apply an agreed adjustment. The relevant programme assessment or appeal rules also apply and should be supplied to you.

For a service supplied by a partner, we will explain which organisation is responsible and assist in identifying its complaint route. Privacy complaints can also be taken to the ICO. A complaint to the college does not suspend a statutory or external deadline.

ICO data protection complaints

7. Records and fair participation

Complaint records are handled in accordance with the Privacy and Data Protection Policies. We consider recurring concerns to improve services. Anonymous concerns may be examined where there is enough information, although they can limit investigation and prevent a direct response.

All participants should communicate respectfully. Any proportionate restriction needed to address abusive behaviour must be explained and should preserve a reasonable way to pursue the substance of a complaint.

Contact the college

For questions about this policy: info@asas-college.com

ASAS EXCELLENCE COLLEGE LTD · Company number 17318908

115 London Road, Morden, England, SM4 5HP