Complaints Procedure

Complaints Procedure

Procedure for a complaint against a tutor / assessor
This procedure relates to aspects connected to the delivery of a course accredited by C. The procedure for an appeal against the assessment decision can be found in the Assessment Appeals Procedure.

Complaints dealt with under this procedure will relate to all aspects of delivery and will include areas such as:
• Ineffective delivery by the tutor
• Omission in respect of the syllabus to be covered
• Inappropriate activities by the tutor including behaviour which may cause concern or offence
• Irregularities in the way in which the course is organised, delivered or assessed.
Complaints maybe made during a course or at the end. In case of the latter this must be reviewed by TQUK within 28 days of completion of the course.

The first stage in the complaints procedure is to the tutor and a complaint should be made in writing stating clearly the nature of the complaint. The letter should be dated and signed and a copy sent to the Chair of the Board of Directors of Babywearing UK. The tutor is required to respond to the complaint within 10 days with a copy to the Chair of the Board of Directors.

If the complainant is not satisfied with the outcome of the complaint to the tutor the
Chair of the Board of Directors should be requested to investigate the matter further.
If the complainant is not satisfied with the outcome of the complaint to the tutor and
the Chair of the Board of Directors the complaint should be forwarded to Gateway Qualifications for consideration and for response.

If the complainant is not satisfied with the outcome of the complaint to TQUK, all correspondence should be forwarded to the Chief Executive of TQUK.

Policy Updated October 2017
Review Date October 2018