Complaint Procedure

1. Introduction

This document outlines the complaint procedure for students at Brussels College. Students have the right to raise concerns about the quality of services, academic provision, facilities, or treatment by staff or other students. This procedure provides a clear and fair process for addressing complaints.

2. What Can Be Complained About?

2.1 Valid Complaints

Students may raise complaints about:

• Teaching Quality: Concerns about the quality or delivery of teaching
• Assessment: Issues with assessment procedures (excluding appeals of academic judgment)
• Facilities: Problems with campus facilities, equipment, or learning resources
• Administrative Services: Issues with admissions, registration, student records, or other administrative processes
• Student Support: Concerns about support services or lack of reasonable adjustments
• Staff Conduct: Inappropriate behavior or treatment by staff members
• Other Students: Serious concerns about behavior of other students affecting your studies
• Discrimination or Harassment: Allegations of unfair treatment, discrimination, or harassment

2.2 Matters Outside This Procedure

The following matters are handled through separate procedures:

• Academic Appeals: Challenging assessment results or progression decisions (use Academic Appeals process)
• Disciplinary Matters: Allegations of student misconduct (handled under Disciplinary Procedures)
• Academic Misconduct: Allegations of plagiarism or cheating (Academic Misconduct process)
• Employment Issues: Staff employment matters (handled through HR procedures)
• Admission Decisions: Decisions made about program offers (Admissions Appeals process)

3. Informal Resolution (Stage 1)

3.1 How to Raise an Informal Complaint

• Contact the relevant staff member by email or arrange a meeting
• Clearly explain the issue and what resolution you are seeking
• Keep a record of communications and any agreed actions
• Allow reasonable time for the issue to be addressed (typically 5-10 working days)

3.2 Who to Contact

Complaint Type	Contact Person/Department
Teaching or Module Issues	Module Leader or Program Leader
Assessment or Feedback	Module Leader or Program Leader
Timetabling or Facilities	Student Support (studentsupport@brucol.be)
Admissions or Fees	Admissions Office (admissions@brucol.be)
IT or Technical Issues	IT Support or Student Support
Student Support Services	Student Support Team (studentsupport@brucol.be)
General Concerns	Student Support or Principal's Office

3.3 Support with Informal Resolution

If you need assistance raising an informal complaint, contact Student Support who can advise you on the appropriate person to contact and how to communicate your concern effectively.

4. Formal Complaint (Stage 2)

4.1 How to Submit a Formal Complaint

1. Obtain the Form: Download the Formal Complaint Form from the student portal or request it from Student Support
2. Complete the Form: Provide full details of the complaint, including:
   • Clear description of the issue
   • Dates and timeline of events
   • Names of individuals involved
   • Evidence supporting your complaint (emails, documents, witness statements)
   • Steps already taken to resolve the issue informally (if applicable)
   • Desired resolution or outcome
3. Submit the Form: Email completed form and supporting documents to: support@brucol.be
4. Confirmation: You will receive acknowledgment within 3 working days

4.2 Investigation Process

The investigation may include:

• Review of documents and evidence submitted
• Interviews with you and relevant staff members
• Collection of additional evidence or information
• Consultation with relevant departments or program leaders

4.3 Outcome and Response

The outcome letter will include:

• Summary of the complaint and investigation conducted
• Findings on each aspect of the complaint
• Decision: complaint upheld, partially upheld, or not upheld
• Explanation of the decision with reference to evidence
• Actions to be taken (if complaint upheld)
• Information about the right to request a review (Stage 3)

4.4 Possible Outcomes

Outcome	Meaning
Upheld	The complaint is found to be justified. Appropriate remedial action will be taken.
Partially Upheld	Some aspects of the complaint are justified. Actions will be taken to address valid concerns.
Not Upheld	The complaint is not substantiated by evidence. No further action required.
Withdrawn	Complainant has withdrawn the complaint during the investigation.

5. Review of Complaint Outcome (Stage 3)

5.1 Grounds for Review

You may request a review only on the following grounds:

• Procedural Irregularity: The complaint procedure was not followed correctly
• New Evidence: Significant new evidence has emerged that was not available at Stage 2
• Bias or Prejudice: Evidence of bias or unfair treatment in the investigation
• Unreasonable Decision: The decision was unreasonable based on the evidence available

5.2 How to Request a Review

1. Submit Request: Email a written request for review to i.chiloglu@brucol.be (Principal)
2. Include:
   • Your original complaint and the Stage 2 outcome letter
   • Clear explanation of which grounds for review apply
   • Evidence supporting your grounds for review
   • Any new evidence (if applicable)
3. Deadline: Within 10 working days of receiving Stage 2 outcome letter

5.3 Review Process

The review may result in:

• Review Rejected: The original decision stands; no grounds for review established
• Review Upheld - Case Closed: Procedural issues identified but do not affect the outcome; no further action
• Review Upheld - Re-Investigation: Case returned for re-investigation due to procedural flaws or new evidence
• Review Upheld - Decision Overturned: Original decision changed based on review findings

5.4 Final Decision

The decision made at Stage 3 is the final decision of Brussels College. You will receive a Completion of Procedures Letter confirming that internal procedures have been exhausted.

6. Timescales and Extensions

6.1 Standard Timescales

Stage	Timescale
Stage 1 (Informal)	5-10 working days for response
Stage 2 Acknowledgment	3 working days
Stage 2 Investigation	15 working days
Stage 2 Outcome Letter	20 working days from submission
Stage 3 Request Deadline	10 working days from Stage 2 outcome
Stage 3 Review	15 working days

6.2 Extensions

If additional time is needed to investigate your complaint properly, Brussels College will:

• Notify you of the delay and the reason
• Provide a revised completion date
• Keep you updated on progress

7. Support and Representation

7.1 Support Available

Students may access the following support when making a complaint:

• Student Support Team: Advice on complaint procedures and how to submit a complaint
• Personal Tutor: General support and signposting to appropriate services
• Friend or Family Member: Bring someone to support you at meetings

7.2 Representation at Meetings

If you are invited to a meeting as part of the investigation, you have the right to:

• Be accompanied by a friend, family member, or supporter
• Request that the meeting is rescheduled if you cannot attend on the proposed date
• Receive reasonable notice of the meeting (minimum 5 working days)
• Receive information about the purpose of the meeting in advance

8. Anonymous and Third-Party Complaints

8.1 Anonymous Complaints

Brussels College will consider anonymous complaints where:

• The complaint raises serious concerns about safety or welfare
• Sufficient detail is provided to enable investigation
• The complaint can be investigated without identifying the complainant

However, anonymous complaints may be difficult to investigate fully, and you will not receive a personal response.

8.2 Third-Party Complaints

Complaints may be made on behalf of a student by:

• Parents or guardians (with student's written consent)
• Educational agents or sponsors (with student's written consent)
• Legal representatives

Written consent from the student must be provided confirming they authorize the third party to act on their behalf.

9. External Review

9.1 Completion of Procedures Letter

When you have completed all internal stages of the complaint procedure, Brussels College will issue a Completion of Procedures Letter. This letter confirms that internal procedures have been exhausted.

9.2 Further Action

After receiving a Completion of Procedures Letter, you may have recourse to:

• Awarding Body: Contact the awarding body (NCC Education, Northwood University, or the relevant validating partner) if the complaint relates to academic standards or awards
• Relevant Regulator: Contact the relevant regulatory or oversight body if applicable
• Legal Advice: Seek independent legal advice regarding your options

10. Confidentiality and Record Keeping

10.1 Confidentiality

• Complaints will be handled confidentially
• Information will only be shared with those who need to know for investigation purposes
• Personal data will be processed in accordance with GDPR and the Data Protection Policy
• Complainants will be informed if confidentiality cannot be maintained (e.g., safeguarding concerns)

10.2 Record Keeping

• All formal complaints and outcomes are recorded centrally
• Records are kept for 6 years from the date of complaint resolution
• Complaint data is analyzed to identify trends and improve services
• Personal information is stored securely and accessed only by authorized staff

11. Protection from Detriment

• Making a complaint will not negatively affect your studies or assessments
• Academic judgments will be made independently of any complaint
• Any staff member found to be victimizing a student for making a complaint will face disciplinary action
• Students who experience victimization should report it immediately to the Principal or Student Support

12. Unreasonable or Vexatious Complaints

Brussels College reserves the right to limit contact or decline to investigate complaints that are:

• Vexatious: Made to cause annoyance or distress without legitimate grounds
• Repetitive: Repeated complaints about the same issue after it has been fully investigated
• Unreasonable: Pursued in an unreasonable manner (e.g., excessive contact, abusive language)
• Frivolous: Lacking substance or made for trivial reasons

Before classifying a complaint as unreasonable, the college will notify the complainant and provide an opportunity to modify their approach.

13. Contact Information

13.1 Related Policies

Students should also refer to the following related policies:

• Student Charter - Rights and Responsibilities
• Code of Conduct Policy
• Safeguarding Policy
• Data Protection Policy
• Terms and Conditions