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Complaint Policy

THIS PAGE CONTAINS THE COMPLAINT POLICY RELATING TO THE ACCA PROFESSIONAL DELIVERED BY YATES EDUCATION, WHICH PROVIDES STUDY FOR THE ACCA PAPERS. MODULES FOR THE PROFESSIONAL PAPERS REQUIRE EXTERNAL ACCA EXAMINATION. YATES EDUCATION RESERVES ALL THE RIGHTS TO CHANGES THESE TERMS AND CONDITIONS WHERE NECESSARY AT ANY TIME.

  1. Aim:
    • To be fair, open, and honest when dealing with any complaint
    • To resolve a complaint through dialogue and mutual understanding
    • To put the interests of the students above all else
  2. Scope:
    • A student complaint (“Complaint”) is defined as an expression of dissatisfaction by a student (or group of students) Enrolled on a Program with any individual, service, or lack of service at the Institution, where a response is expected, and which has not already been resolved.
    • This Complaints Procedure and any decisions made under it do not give rise to legal rights or obligations on the part of the Yates Education to pay compensation in respect of a decision made according to these procedures or for a breach of these procedures.
    • The Complaints Procedure does not apply to:
      a. Academic Misconduct
      b. Academic Appeals and other matters of academic judgement
  3. Guidelines:
    1. Complaints are:
      • a. Resolved informally if possible.
      • b. Treated seriously, consistently and in line with principles of natural justice.
      • c. Considered in accordance with the Institution’s policies such as those for diversity and equal opportunity.
      • d. Resolved or escalated promptly through the stages of the procedure, normally within ten working days at each stage.
    2.  The Institution maintains reasonable confidentiality regarding the Complaint if this is explicitly requested by the student.
    3. At any stage, the member of staff handling the Complaint may refer the Complaint to a third party and inform the student that this has been done.
    4. Where the same issue is raised by more than one student, the Complaint of the group of students may be considered as one Complaint if raised collectively, or at the discretion of the Institution. In such cases, in the Complaints Procedure, ‘student’ means the group of students.
    5. Disciplinary action may be taken if the Complaint is malicious, frivolous, or vexatious in intent or design, or a result of default or negligence.
  4. Procedures:
    1. The Procedures has three-stages:
      • ALP Level
      • Informal Stage
      • Formal Stage & Review
      • ACCA Level
      • Appropriate Regulatory Authority
    2. ALP Level:
      The Institute, Yates Education will receive and consider student complaints in an open and
      receptive spirit and will ensure that students making a complaint, informally or formally, will
      experience no adverse or detrimental consequences or effects, directly or indirectly, as a
      result of making a complaint.
  5. Informal Stage:
    • Within a period of five working days from the event which has caused the Complaint, the student making the Complaint needs to raise the matter with either:
      • The faculty or staff member who is directly responsible for the cause of the Complaint.
      • The Administration Head that is responsible for the cause of the Complaint.
    • The member of staff discusses the Complaint with the student and, with the student’s consent, anyone else involved, to see if it can be resolved informally.
    • The outcome of the Complaint is communicated to the student in writing.
    • Normally, Complaints at this Informal Stage are dealt with within ten working days.
    • If a student is not satisfied with the outcome of the Informal Stage, the student may raise a Formal Complaint within five working days of notification of the outcome.
  • Formal Stage & Review:
    • The student submits a written Complaint using the Institution’s Complaint Form, together with relevant evidence and/or a proposed solution.
    • The receipt of the Complaint is acknowledged in writing.
    • The Management may consult with the student and other involved parties regarding potential solutions either individually or together.
    • The outcome of the Complaint is communicated to the student in writing, together with the grounds for the decision.
    • Normally, Complaints at this Formal Stage are dealt with within ten working days.
  • ACCA Level:
    • ACCA, is committed to provide excellent customer services at each and every level along with their Partners.
    • If the student is dissatisfied with any way with the Approved Learning Partner(s) (ALP) and their services, they can report the matter to ACCA.
    • This is only to be done once, student(s) have already used ALP’s official channels to resolve the matter.
    • In case of any persistence unresolved issues, students can write ACCA with full complaint details at below email address:
    • Email ID: complaints@accaglobal.com
  • Appropriate Regulatory Authority:
    If you have exhausted both your learning provider complaint’s process and ACCA’s, you can escalate to the appropriate regulator. Details of which can be found on the ACCA website at
    the following link:
    https://www.accaglobal.com/gb/en/footertoolbar/contact-us/connect/unhappy.html

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