COMPLAINT PROCEDURE
For any complaints and enquiry, our currently enrolled students may also contact:
Barrister Enamul Kabir Shadhin,
Programme Leader (University of London)
LLB (Hons) London, PGDL (City, University of London)
Barrister-at-law (Lincoln's Inn)
e-mail: Enamul Kabir Shadhin <kabir.eks@gmail.com>
(Please note that, as a tuition provider Bhuiyan Academy does not have an official Alumni Association therefore, complaints should be made by our ex-students no later than 14 days of the incident that has happened)
Complaints stages and process (UoL Requirement)
Stage 1: Local Resolution
Complaints can be raised through e-mails within a period of maximum one calendar month of the event which has given rise to the complaint. Any complaints submitted outside of the prescribed time limits are difficult to investigate, given the passage of time. In that case, the Academy will consider the individuals circumstances, the nature and seriousness of the issues raised, and whether it is still reasonably possible to investigate the events. If you submit a complaint outside of our time limits, and we don't consider it exceptional, we will issue you with a letter explaining that you are out of time. This is called a Completion of Procedures letter.
Complaints will be dealt with initially at the level at which the event leading to the complaint occurred. This could be either to a module or course leader or within the relevant service department, for example. This stage will be dealt by the Stage 1 disciplinary committee comprised of the Registrar, Vice Principal and Head of Administration.
Wherever possible the student should address the 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 and with a view to resolving the matters amicably.
You should expect to receive an outcome to your Stage 1 Local Resolution outcome within one calendar month. Should the complaint investigators require additional time, you will be notified of the revised time frame in advance.
At the end of the informal stage the student will be provided with a written response to their complaint.
Stage 2: Formal Complaint
If you are dissatisfied with the Stage 1 Local Resolution outcome, you may escalate this to the next Stage 2 Formal Complaint procedure within one calendar month of receiving your Stage 1: Local Resolution outcome.
Each stage of the process should be exhausted before moving on to the next stage. A student wishing a complaint to progress to Stage 2 should send us an e-mail.
Upon receiving the request, it will be passed to the Stage 2 disciplinary committee comprised of the Programme Leader, Head of Marketing and Principal/ one senior faculty member. The Stage 2 disciplinary committee may meet with the student/students to discuss the complaint and any potential resolution.
You should expect to receive an outcome to your Stage 2 Formal Complaint within 4 weeks from when it has been assigned to the Stage 2 disciplinary committee. Should the Stage 2 disciplinary committee require additional time, the complainant will be notified of the revised time frame.
If the final outcome does not satisfy the complainant, then the relevant parties may move the matter to the Court at their own cost.
In case the matter complained of involves any of the members of the abovementioned disciplinary committees, that specific member of staff will not take part in any of the stages of the complaint resolution and the stages will be dealt by the remaining members. Only one member from one of the disciplinary committees can be removed in such manner.
