Introduction

CL Global Academy wants all participants to have an excellent and positive experience throughout our programmes. Our goal is to handle complaints in a way that is fair, efficient, maintains individual privacy, and results in a resolution of the problem that is mutually satisfactory to all parties involved.

Keeping this goal in mind, we know that it is important to try to resolve any concerns/complaints as soon as possible. You can be reassured that any discussion of your concern is confidential (unless you give permission) or your identity is anonymous.

If you have a concern or complaint regarding the programme’s services, follow the procedure as described below.

Procedure for Reporting Concern(s) and/or Complaint(s)

CL Global Academy has an established Student Complaints Procedure (Complaint Form), which participants should use for dealing with any academic and non-academic complaints that they wish to make.

Participants should only submit a formal complaint using the Student Complaints Procedure if informal discussion (where that is appropriate) fails to resolve the matter satisfactorily and where there appear to be genuine grounds for making a complaint.

Participants must fill out the Complaint Form no later than 5 working days from the end of an attempt at early resolution or mediation, or 10 working days from the date of the incident/s, explaining why they have not attempted early resolution or mediation.

Participants will receive an email acknowledgement within 5 working days.

BAC Complaint Procedure

CL Global Academy is accredited by The British Accreditation Council (BAC).

Their complaints procedure can be found here.

Monitoring and Review

This policy will be reviewed annually to ensure its continued effectiveness and compliance with legal and regulatory requirements. The next review will be carried out by our Programme Director in January 2025, and any necessary updates or amendments will be communicated to all staff members and participants.