Complaints procedure

The WCA is committed to providing a good quality service to students. However, it is acknowledged that there may be times when individuals may experience a quality of academic or service delivery which they feel falls short of the standard reasonable expected by the WCA.

In such cases, you may feel that it is necessary to make a written submission setting out your concerns to the Academic Registrar, Michi Naomoto. You will find information on the procedure for making complaints on the WCA website.

Policy Statement

The WCA continually aims to provide excellence in all we do but if we have fallen short of what you expect, we want to know so that we can address and improve.

We welcome the opportunity to address your concerns as soon as you have them and endeavour to resolve any issues.

Our Commitment

All complaints or grievances from students or employees will be dealt sensitively and thoroughly. We will always try to respond quickly and promise to behave constructively to any points you raise.

Policy & Procedure Responsibility

The WCA Course Programme Committee are responsible for:

the enforcement of this policy and effective management of the procedure;
ensuring proper records are maintained for formal complaints and grievances;
annual review of this policy;
training employees on the policy and procedure.

The WCA employees and students are responsible for:

raising any complaints are per the procedure;
informing the Course Programme Committee if they become aware of a complaint or grievance.

Procedure

The best way to raise a matter is with a relevant member of our team. This is the simplest and most effective way to resolve a matter.

If you have done this and the matter is not resolved, then you can submit a complaint through our complaints process. All complaints must be raised within 3 months of the matter.

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Informal Complaint/Grievance Stage

Speak to a member of staff. They may be able to deal with your complaint there and then, if they can’t you can submit your complaint as follows.

Formal Complaint/Grievance Stage

Submit your complaint by email to: Michi Naomoto (office@whitecrane.academy) or alternatively as hardcopy to: WCA, 11 Sinnels Field, Chipping Norton, OX7 6EJ the following information.

Name
Student or Employee ID
Email Address
Phone Number
Address
Have you raised this complaint to a member of the team? YES/NO
- If Yes, please provide his/her name
- If No, please start with the the Informal Stage of the Complaints Process
Nature of Complaint - Please explain the nature of your complaint

Your complaint will be reviewed by the Course Programme Committee for investigation.

You will receive an acknowledgement of your complaint within 2 working days along with a unique complaint reference. You will normally be asked to meet or have a phone call with the investigator, and you should normally receive a written response within 15 working days. If your complaint/grievance is more complex, you will be advised of when we will contact you next.

Final Formal Complaint/Grievance Stage

The previous formal stage aims for a thorough investigation and a response that satisfies the matter.

If you are not satisfied, you may write to the Chair of Programme Course Committee, Michi Naomoto at: (admin@whitecrane.academy) using the 2nd stage complaints form.

This should be done within 15 working days of receiving your previous formal response. You need to tell us clearly why you're dissatisfied, and we may ask you to provide further information before proceeding with the complaint/grievance review.

The decision regarding a matter raised under this final formal stage shall be considered to be the final decision and can only be re-examined by the appeals process.

Last updated

25 Aug 2024

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