Complaints & Appeals
Aims
Learning Hive hopes that provisions made for students at all stages of their programme of study will make the need for complaints (about that provision) or appeals (against the outcomes of any form of assessment) infrequent.
However, all those concerned believe that it is important for students to be clear about how to raise a concern or make a complaint, and how to appeal against the outcome of assessment. The following guidance attempts to provide such information.
Nothing in this guidance precludes an informal discussion with the person immediately responsible for the issue that you wish to complain about (and who may not be one of the individuals identified below). This is often the simplest way to achieve a satisfactory resolution.
Complaints
If your concern or complaint relates to teaching or other provision made by learning Hive, then you should raise it with the teacher providing that provision. The teacher will attempt to resolve your concern/complaint informally.
If you are dissatisfied with the outcome, then you may take your concern further by making a formal complaint to the company director (Atif Hussain), by email; atif.hussain@learninghive.uk. A complaint may cover aspects of teaching and learning (e.g. teaching facilities, supervision arrangements, etc.). A complaint to the Director should be made only if attempts at informal resolution have been unsuccessful.
If your concern or complaint relates to Atif Hussain, then you should raise this with the operations director, Nayeer Afzal nayeer@learninghive.co.uk
For procedures on making serious allegations about standards, conduct, financial irregularity or possible unlawful action please refer to our Whistleblowing Policy.
Academic appeals
An appeal is defined as a formal questioning of a decision on an academic matter made by the responsible academic body. A concern which might lead to an appeal should be raised with the centre and the individual responsible for overseeing your work. It must not be raised directly with examiners or assessors. If it is not possible to clear up your concern in this way, you may put your concern in writing and submit it to the company director (Atif Hussain), the matter will then be investigated further using the appropriate bodies.
Ofsted
It is the responsibility of Learning Hive to notify OFSTED of any significant events related to our registration or persons connected with our registration. However, if you are concerned about anything related to the provision then you may contact OFSTED yourself.
Independent External Arbiter
Learning Hive are committed to delivering high-quality educational services and maintaining transparent and effective processes for handling complaints. We aim to resolveall complaints promptly and fairly. However, if a complaint remains unresolved after our internal procedures have been exhausted, an independent, external arbiter will be engaged to ensure impartial resolution. If the complainant remains dissatisfied after the internal complaints procedure has been fully exhausted, they have the option to refer the complaint to an independent, external arbiter. We have appointed AJ Learning, a reputable and neutral organisation, to act as our external arbiter.
Contact Information for Independent External Arbiter:
- Organisation: AJ Learning
- Contact Person: Ashfaque Chowdhury
- Email: admin@ajlearning.co.uk
- Phone: 01582 809 200
- Address: 534-536 High Street North, London E12 6QN
The decision of the independent external arbiter is final and binding on both the complainant and the tuition provider. All complaints will be handled in accordance with our confidentiality policy and data protection regulations. Information related to complaints will only be shared with those directly involved in the resolution process and the independent external arbiter.
Reviewed by: Atif Hussain, Director/Designated Safeguarding Lead
Written by: Nayeer Afzal, Programme Director/ Designated Safeguarding Lead
Date: 20/05/2024
Date of next review: 20/05/2025