Procedure 003: Complaints and Grievances Procedure

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Procedure 003: COMPLAINTS AND GRIEVANCES

1. PURPOSE

1.1 This procedure describes how the Academy of Contemporary Music (ACM) ensures the equitable, transparent and timely consideration of student complaints and grievances in relation to any aspects of their student experience, student services, administration, financial matters, and information for their programme of study.

1.2 This procedure aims to explain the reasonable due course which students are required to consider and follow when submitting a complaint or grievance.

1.3 This policy and procedure relates to students studying at ACM Guildford, ACM London and ACM Birmingham, on programmes validated by Middlesex University (HE) and University of the Arts London (FE).

2. PROCEDURE STATEMENT

2.1 ACM encourages all students to discuss any concerns that they may have at the earliest opportunity to avoid delays and unnecessary escalation of matters. Most issues can normally be resolved quickly at the local level, without going through the complaints and grievances procedures. Key points of contact if there is a concern are:

• Student Relations Officers (in campus reception areas) 
• Student Services (Hub), who will direct you to the department or information source
• Registry team, who will direct you to the department or regulations, policies and documentation registry@acm.ac.uk 
• If unsure who to contact, the Student Hub team studentsupport@acm.ac.uk can assist students at this stage.

2.2 ACM seeks to resolve all complaints and grievances in a timely manner through considered escalation of concerns as outlined in this procedure. Students that wish to lodge an appeal of an academic decision should refer to the Academic Appeals Policy and Procedure (POL 002).

Stage 1: Early Resolution

2.3 In the first instance students who wish to make a complaint should discuss it with the relevant team responsible to be invited to an in-depth discussion for early resolution. They will advise whether or not the complaint is best progressed through:

• An informal meeting or mediation;
• A Student Forum or Board of Studies (for concerns impacting a wider group/cohort);
• Consultation with specific persons who can resolve the problem (E.g. Tutor, Module Leader);
• Referral to an external agency, or
• Escalation to the Formal Stage 2

2.4 A student should, if possible, address their complaint to the member of staff most directly involved in the event leading to the complaint in order to give that person the opportunity to address the concerns.

2.5 If for any reason the student does not feel that this is possible, they should seek advice from the Student Hub team (studentsupport@acm.ac.uk) in order to identify an appropriate alternative mechanism of early resolution. 

2.6 Every effort will be made to resolve the complaint simply and quickly. The member of staff investigating the complaint may invite the student to a meeting to discuss the matter in an attempt to reach a resolution. The member of staff investigating shall discuss the complaint with the student and, with the student’s consent, engage anyone else involved, to see if the concern can be resolved through early resolution.

2.7 Any resolutions and actions that are agreed with the student must be kept on record and communicated to the student in writing within 21 working days.  At the end of Stage 1, a student will be provided with a written response to their complaint, which will either:

• Detail the proposed resolution; OR
• If no resolution has been proposed, explain why the resolution has not been considered to be possible.

Stage 2: Formal Stage

2.8 If the student is dissatisfied with the outcome of an early attempt to resolve the matter, for example, under Stage 1, they may opt to escalate the complaint to the second (formal) stage.  All formal complaints must be submitted in writing to complaints@acm.ac.uk within 21 working days of the informal stage having been completed. The student should complete the Complaints Form and attach all relevant supporting materials and evidence to support their complaint. Complaints that lack relevant supporting documentation may be dismissed or referred back to the student for further consideration.

2.9 The Quality Assurance team will acknowledge receipt of the complaint in writing and notify the student of the next steps within 7 working days of receiving the complaint. Student Engagement will assign the complaint to a senior member of ACM staff who will undertake a provisional investigation to see if a resolution to the concern can be reached prior to the proceeding to a formal panel.

2.10 If a Quality Assurance team member was involved in the case at Stage 1, they will nominate an appropriate alternative individual to take a lead on the case. If no appropriate individual can be found, the Student Engagement team may refer it to Registry, who will then assign the lead to an appropriate individual.

2.11 The lead investigator shall convene a panel of relevant staff to consider the case appropriately. They will consider the evidence, written or otherwise, and, if necessary, hold such discussions with the complainant and any other persons they deem appropriate in order to fully investigate the complaint.

2.12 The complaints panel will determine appropriate timescales based on the nature and complexity of the case. These timescales should be communicated to the student and the student kept informed of any changes. Where possible, complaints should normally take no longer than 21 working days to investigate from the acknowledgement being sent.

2.13 The lead investigator having fully investigated the complaint over a period not normally exceeding 21 working days from its receipt, shall decide whether:

• the complaint should be progressed through other procedures; or whether
• there is no reasonable justification for the complaint, in which case the complaint shall be terminated at this stage; or whether
• there is reasonable justification for the complaint.

2.14 The lead investigator shall:

• make their decision known in writing and sent to the student within 5 working days;
• recommend resolutions to any justifiable complaint which all parties involved in the complaint shall be invited to accept; and
• if the recommendations are agreed, shall take steps to ensure that they are implemented in full within the agreed time period.

2.15 The Quality Assurance team will:

• Inform the student and the members of staff or other students involved of the decision.
• Monitor the agreed resolutions to the complaint as necessary.
• The Quality Assurance team will seek confirmation from the student(s) that they are satisfied with the agreed outcome. 

Where a student is not satisfied with the outcome of the second stage, and where the complaint is related to the student’s academic programme, they may escalate their appeal to the formal stage 3.

2.16 Where a student is not satisfied with the outcome of the second stage, and where the complaint is not related to the student’s academic programme, students are not required to escalate the matter to ACM’s validating partner (as described in Stage 3 of this Procedure) and  may escalate their appeal to the Office of the Independent Adjudicator (OIA) for Higher Education. Where this is the case, ACM will make this clear in the Stage 2 outcome letter and will also issue a Completion of Procedures (COP) letter. Information and eligibility rules are available at: www.oiahe.org.uk

Stage 3: Validating Body/ Partner Institution Review

Middlesex University Provision

2.17 This section applies to students studying on the BA(Hons) Music Industry Practice programme or the BA(Hons) Creative Industry Futures programme or the MCCI or MA/MSc in Creative Industry Futures programme at ACM Guildford, ACM Birmingham or ACM London.

2.18 If a student considers that:

1. there has been a procedural irregularity in the investigation of a complaint regarding a matter related to their academic programme carried out by ACM;
2. new information has come to light, which the student was unable to disclose previously, and which would have had a material impact upon the investigation previously undertaken;
3. the decision reached was unreasonable based on the information that had been available to ACM when the case was considered,

they can request a review of the outcome of the investigation carried out by ACM, by completing a CPULR form (Collaborative Partner University Level Review).

2.19 The student is expected to submit the CPULR form and all supporting documentation within 21 working days of receiving written confirmation from ACM of the final outcome of ACM’s investigation. The CPULR form must be submitted to the Director of Affairs at Middlesex University.

2.20 The receipt of the CPULR form will normally be acknowledged within 7 working days, and ACM will be informed of the nature and substance of the complaint.

2.21 The CPULR form will be reviewed by the Director of Student Affairs or nominee. The University review will consider whether a) there has been a procedural irregularity in the investigation of the complaint by ACM, or b) any new evidence has come to light which would have had a material impact on the investigation. Discussion may be held with the student and/ or subject of the complaint and with members of staff involved in ACM’s investigation process.

2.22 Where possible, reviews should normally take no more than 21 working days to investigate from the acknowledgement being sent. The Director of Student Affairs or nominee will establish appropriate timescales based on the nature and complexity of the case. These timescales should be communicated to the student and the student kept informed of any changes.

2.23 The Director of Student Affairs or nominee will inform all parties of the proposed outcome of their investigation and give all parties the opportunity to comment. Following consideration of any comments, the Director of Student Affairs or nominee will communicate the outcome of the review, with reasons and in writing, to all parties within 21 working days.

Stage 4: (HE students only)

2.24 When the review has been concluded, the student will be issued with a Completion of Procedures (COP) letter. Following this, any student who is dissatisfied with the final decision on their case may be able to apply to the Office of the Independent Adjudicator (OIA) for Higher Education. Information and eligibility rules are available at: www.oiahe.org.uk.

University of the Arts London (UAL) Provision (FE)

2.25 This section applies to students on Level 2 and Level 3 provision at ACM whose complaints relate to their course/ award.

2.26 UAL will onIy consider a complaint from a student at a partner institution in circumstances where a student feels that there was a material or procedural error in the operation of ACM’s procedures, and the University Secretary and Registrar considers it fair and reasonable in all the circumstances to permit the complaint.

2.27 Students can find further information on UAL’s complaints procedure on their website (click here).

East Surrey College (FE)

2.28 This section applies to students on Level 2 and Level 3 provision at ACM whose complaints relate to funding.

2.29 Details on East Surrey College’s Concerns and Feedback procedure can be found on their website (click here).

Groups of Complainants

2.30 
ACM recognises that students may wish to lodge complaints collectively. In such instances students are asked to nominate one spokesperson with whom ACM staff will liaise to address the complaint. The spokesperson should endeavour to gather the views of all of the students who wish to lodge the complaint. If Stage 1 does not satisfactorily address the complaint, the spokesperson should complete a written explanation of the complaint (either a report or via the Student Complaints Form), which should be agreed by the entire group before submission. Students may opt to have their elected Student Representative act as spokesperson for the group.

Student Progression

2.31 Until the complaint is concluded, the student:

• Will be allowed to continue their studies, except under circumstances where there is a disciplinary matter involved where the student has been suspended for their own or others’ safety;
• Must continue to meet attendance, engagement, and assessment requirements for the programme.

3. POLICY OWNER

3.1 The policy lead is responsible for the cyclical monitoring and review of the policy in liaison with the Quality Assurance Team. The Student Complaints and Grievances Procedure lead is:

• Quality Assurance and Enhancement Manager

3.2 Decisions and appropriate actions in support of the implementation of the Policy will be authorised by the following designated staff:

• Quality Assurance and Enhancement Manager or nominee
• Head of Student Services
• Registry Manager
• Senior Management, including Executive Senior Management

4. SUPPORTING INFORMATION

4.1 Internal Documents

• Academic Appeals
• Academic Integrity
• Admissions
• Student Disciplinary
• Equality and Diversity

4.2 External Documents

• Middlesex University Regulations: Student complaints and grievance procedures
• University of the Arts, London: Student Complaint Procedures
• East Surrey College: Client Feedback Policy
• QAA Quality Code, Chapter B9: Academic Appeals and Student Complaints
• OfS Conditions B1 – B6

5. DOCUMENT HISTORY AND NEXT REVIEW

5.1 This procedure applies to Academic Year 2024-25

Download:                Procedure 003 Complaints and Grievances AY2024-25