Complaints Policy
and Procedure
1. Introduction
London School of Business and Research (LSBR) is committed to delivering high-quality, learner-focused education. We recognise that, despite best efforts, concerns or dissatisfaction may arise. This policy ensures that all complaints are handled in a fair, transparent, and timely manner, in line with the expectations of awarding organisations such as OTHM Qualifications and Qualifi.
2. Purpose
This policy aims to:
- Provide a clear and structured process for handling complaints
- Ensure consistency, fairness, and transparency
- Protect the interests of learners and stakeholders
- Support continuous improvement in services and academic delivery
3. Scope
This policy applies to:
- Registered learners
- Prospective learners
- Alumni
- Staff and tutors
- Third-party stakeholders
It covers complaints relating to:
- Teaching, learning, and assessment
- Academic feedback and results
- Administrative processes (admissions, enrolment, certification)
- Learner support services
- LMS (Learning Management System) access and functionality
- Staff conduct and professionalism
4. Definition of a Complaint
A complaint is defined as a formal expression of dissatisfaction regarding LSBR's services, delivery, or conduct, which requires investigation and response.
Note: Academic appeals (e.g., disputing assessment decisions) are handled under a separate Appeals Policy, in line with awarding body regulations.
5. Key Principles
LSBR ensures that:
- Complaints are handled fairly, consistently, and impartially
- The process is accessible and transparent
- Complaints are resolved promptly within defined timelines
- There is no retaliation against complainants
- Confidentiality is maintained in accordance with data protection regulations
- Decisions are evidence-based and documented
6. Complaints Procedure
Stage 1: Informal Resolution
- Learners are encouraged to raise concerns informally via the Suggestions Section in their LMS Dashboard which are duly logged and time stamped
- LSBR aims to resolve issues within 3–5 working days and the resolution is displayed in the Suggestions Section below the concern
Stage 2: Formal Complaint
If the issue is not resolved informally:
Submission
A formal complaint must be submitted in writing using the Formal Complaint form available in the Suggestions section of the Learner LMS Dashboard and should include:
- Full name and learner ID (if applicable)
- Programme/course name
- Detailed description of the complaint
- Supporting evidence (emails, screenshots, documents)
- Desired resolution
Acknowledgement
- LSBR will acknowledge receipt within 2 working days
Investigation
A designated Complaints Officer will:
- Conduct a thorough investigation
- Liaise with relevant departments
- Request additional information if required
Outcome
- A formal written response will be provided within 10–15 working days
- The response will include:
- Findings of the investigation
- Decision and rationale
- Any corrective actions (if applicable)
Stage 3: Internal Review / Appeal
If the complainant is dissatisfied:
- A review request must be submitted within 7 working days using the Review Decision tab
- Grounds for review may include:
- Procedural error
- New evidence
- Perceived unfairness
Review Process
- Conducted by a senior manager or independent reviewer or Dean not involved previously
- Final decision issued within 10 working days
7. Escalation to Awarding Organisations
If the complainant remains dissatisfied after exhausting LSBR's internal process:
- Complaints may be escalated to the relevant awarding organisation:
- OTHM Qualifications
- Qualifi
Important Conditions:
The learner must have completed LSBR's internal complaints process first. The awarding body will not investigate complaints related to commercial disputes or service dissatisfaction unless it impacts qualification standards.
8. Confidentiality and Data Protection
- All complaints are handled confidentially
- Information is shared only with relevant personnel
- Records are maintained in compliance with GDPR and data protection policies
9. Record Keeping
LSBR maintains a Complaints Register, including:
- Complaint details
- Investigation outcomes
- Actions taken
- Resolution timelines
Records are retained for audit and quality assurance purposes, including awarding body reviews and are time stamped and duly logged.
10. Continuous Improvement
LSBR uses complaints data to:
- Identify trends and recurring issues
- Improve academic delivery and student experience
- Implement corrective and preventive actions
11. Malicious or Vexatious Complaints
If a complaint is found to be deliberately false, misleading, or intended to damage reputation, LSBR reserves the right to:
- Dismiss the complaint
- Take disciplinary action where appropriate
12. Monitoring and Review
This policy is reviewed annually or in line with updates from awarding organisations (OTHM/Qualifi).
13. Contact Details
All informal and formal complaints should be submitted to LSBR via the Suggestions Section of the Learner LMS Dashboard alone.
