Our Policies
R&A Education works to minimise complaints by working pro-actively with students and their representatives to make sure that they are involved at all levels in the committee structure, by encouraging regular feedback through student representatives.
This statement of policy, together with the accompanying detailed procedure, is designed to ensure that the Student Complaints Procedure is open, equal, fair and unbiased and that complaints are addressed at the earliest possible opportunity.
R&A Education would wish that students try to address any concerns informally as soon as these are raised and that they seek early resolution whenever possible.
R&A Educations Policy:
Complaints may be made by registered students of The Centre or by individuals who have until recently been so registered.
Registered students must make their complaint within 30 calendar days of the origin of their concern.
Individuals who are no longer registered students must make their complaint within 30 calendar days of the cessation of their registration.
The Centre recognises that, on occasion, a group of students may wish to raise a common concern in which case the group should nominate one of its number to act as its representative and to receive the response from the Centre.
- Complaints must be made directly by the student/s concerned
- Within the scope of this policy, complaints may be made about:
- The delivery of a programme of study
- Misleading or incorrect information presented in written form
- Poor quality of facilities or learning resources provided by the Centre
- Inefficiencies in administration
- Appeals against decisions made by the Extenuating Circumstances Panel unless it is alleged that the correct procedure has not been followed
- Appeals against assignment grades
- Appeals against progression decisions made by the appropriate College boards
- Anonymous or third party complaints
- Allegations of academic malpractice
- Complaints about the decisions made in the course of disciplinary proceedings
Aligned with the Office of the Independent Adjudicator’s Good Practise Framework, R&A Education has devised a three-stage complaints procedure:
Prompt resolution with an emphasis on the affected departments or individuals. An official phase that consists of a written complaint, an investigation conducted by senior management, and a formal written response that specifies the process’s conclusion. The complainant may initiate the review phase should they be dissatisfied with the resolution of their formal complaint.
STAGE 1: EARLY RESOLUTION
R&A Education advises all parties involved in a complaint to make every effort to resolve the matter amicably as soon as is practically possible following the revelation of the concern. Prior to proceeding, the complainant ought to address the matter with the staff member who is most promptly occupied with the situation. It could be a member of staff or the programme manager. In contrast, a student may approach their group student representative with an issue, such as a concern regarding the delivery of a programme; the representative would then bring up the matter during a Programme Team meeting.
A personal meeting is the most probable means of achieving a resolution; nevertheless, it might be suitable to communicate specifics regarding the outcome in writing.
At Stage 1, the complaint must be submitted within a reasonable timeframe, not exceeding ten working days, subsequent to the occurrence of the issue. Additionally, the staff member in question must make every effort to resolve the matter via a meeting with the complainant within a maximum of ten business days from the date their attention was drawn to the issue.
The Centre hopes that the majority of complaints will be resolved amicably for all parties involved at this juncture.
When a concern is to be raised during a Programme Team meeting, it is the responsibility of the group student representative to ensure that the matter is included on the agenda for the upcoming meeting.
STAGE 2: A FORMAL COMPLAINT
Attempts to resolve the complaint at Stage 1 are not satisfactory to the complainant, or early resolution is either unfeasible or inappropriate. In such cases, the complainant may proceed to Stage 2 and file a formal complaint.
Formal complaints should be submitted on the designated complaints form, which can be obtained from the reception desk of R&A Educations. Complaints should be received no later than 10 working days subsequent to an unsuccessful attempt at early resolution, or within 30 calendar days of the issue’s inception if no attempt at early resolution has been made.
The complaints form necessitates its complete completion and signature, and in the event that early resolution has not been attempted, the complainant is required to provide an explanation for this omission.
Complaint forms must be submitted to the office within the specified timeframes; a written confirmation of receipt will be issued within five business days. Extensions to the published timeframes are only permissible under extenuating circumstances, and the Extenuating Circumstances Panel will determine the application process.
The aforementioned initial evaluation may result in the following: referral of the complainant to an alternative procedure; rejection of the complaint; or formal investigation of the complaint. Regardless of the situation, written notification must be provided to the complainant within ten business days, accompanied by explicit justifications for the decision.
When a specific individual is named as the subject of the complaint, that person will be requested to furnish a written statement of response.
A consultation will be undertaken with the complainant in order to mutually ascertain their comprehension of the investigation’s objectives and boundaries. The complainant shall be permitted the company of a peer companion (another student) or a representative of their student organisation. There will be a written record maintained.
Upon the completion of the investigation, the Centre will generate a report detailing their conclusions along with the rationale behind them. The Academic Board and the complainant or their representative will subsequently be provided with the report.
The report will additionally provide the complainant with details regarding their entitlement to escalate their complaint to the review stage, the criteria that qualify them for this option, the duration required, and the prescribed procedure to adhere to.
STAGE 3: A FORMAL REVIEW
- A complainant may request a review of the formal complaint procedure’s decision if they are dissatisfied with its outcome. Requests for reviews must be submitted within ten business days of the Formal Complaint Report’s mailing. Requests for a formal review may be submitted on the following grounds:
- That the complaints procedure was not adhered to appropriately (pending proof to the contrary), and that the result was irrational (subject to the provision of evidence to show that the findings were not sufficiently substantiated)
- A Formal Complaint Review shall refrain from reassessing the initial complaint or undertaking any further investigation unless there is substantial evidence of newness.
- The initial assessment will determine whether the review request satisfies the necessary criteria and timeframe for the acceptance of the necessity for review. During this phase, the complainant might be requested to provide further details.
- The process will be considered concluded once the complainant is notified in writing within ten business days if the review request is determined to be ineligible. The complainant will be provided with information regarding independent review and the Office of the Independent Adjudicator at that juncture.
- In the event that the review request is determined to be eligible, the complainant will be notified in writing of the procedure determined for the review within a period of 10 working days.
- A timetable projection will be provided.
- In the event that the review fails to validate the complaint, written notification of the decision must be provided to the complainant within a period of 30 calendar days.
- Should the complaint be affirmed, the complainant ought to be notified in writing and within the same timeframe of the process how and when any proposed remedy will be executed, as well as whether an apology is required.
- It is imperative that the complainant be provided with explicit justifications for the decision, irrespective of its manifestation.
- Regardless of the outcome of the review, the complainant should be duly informed of their entitlement to lodge a complaint with the Office of the Independent Adjudicator, along with the specified timeframe in which they may exercise this right.
- Complaints are typically required to be submitted to the Office of the Independent Adjudicator within three months from the date the internal review is concluded, as per the Good Practise Framework.
- Explanation
1.1 Ensuring adherence to data protection legislation in the United Kingdom (specifically, the UK General Data Protection Regulation (UK GDPR) as modified by the Data Protection Act 2018) is the objective of this policy. The processing (collection, storage, use, and transfer) of personal information (data and other personal identifiers) pertaining to data subjects is governed by data protection legislation (living identifiable individuals).
1.2 As a data controller, the Centre is obligated to comply with various legal responsibilities in accordance with data protection legislation.
1.3 All personnel and members of the Center are obligated to abide by this policy, unless they are operating in a personal or external capacity. To ensure precision, the term “staff” encompasses all individuals employed by the Centre across all levels and grades (permanent, temporary, or fixed-term), working in any capacity or context (including retired but active staff and members, visiting fellows, workers, trainees, interns, seconded staff, agency staff, agents, volunteers, and external members of Centre committees).
1.4 In the context of the College, the term “member” encompasses both junior and senior members (fellows, students, and alumni) who are engaged in the handling or processing of personal information on behalf of the College.
1.5 The following should be consulted while reviewing this policy: • Statutes, Ordinances, and Regulations of the Centre
- documentation pertaining to staff employment contracts and similar contracts that delineate obligations of confidentiality when processing information on behalf of the Centre;\s• policies, procedures, and terms and conditions of the Centre, including relevant documents, concerning the following:\s• information security measures;• acceptable utilisation of IT facilities (including personal devices);\s• management and retention of records;\s• any additional contractual responsibilities imposed on the Centre or the individual that have an impact on the aforementioned aspects; (which may at times exceed those of Centre policies with respect to storage or security requirements – e.g. for funded research).
Aims
By implementing this policy, the Centre ensures that all personal information (see annex) is managed appropriately; b) comprehending and applying the data protection principles (see annex) when processing personal information; c) comprehending and honouring the rights granted to data subjects (see annex) under data protection law; and d) comprehending and executing as required, the Center upholds data protection law in its day-to-day operations.
2.2. The Centre shall designate a Statutory Data Protection Officer to oversee and audit the College’s adherence to its data protection obligations, with a particular focus on its comprehensive risk profile, and provide the College with an annual report on the matter;\s⠎b) counsel the Centre on all facets of its adherence to data protection legislation;
2.3 A College Data Protection Officer shall be appointed by the Centre with the following responsibilities:\s⠏a) Overseeing the daily operations of data protection compliance;\s▏b) Advising St Catharine’s staff, fellows, and students on matters pertaining to data protection;
2.4 In all other respects, the Centre shall guarantee that every member and staff member is cognizant of this policy, as well as any supplementary procedures and guidance notes pertaining to data protection compliance. Furthermore, the Centre shall conduct periodic reviews of its processes and procedures to ascertain their continued suitability. Additionally, records of information assets shall be maintained.
2.5 Staff and individual members are accountable for:
- a) satisfying the Centre’s recommendations regarding pertinent data protection training;\s⠯b) adhering to pertinent College policies, procedures, and guidance notes;\sc) accessing and utilising personal information exclusively when necessary, in the course of the individual’s job duties or obligations.
- d) Ensuring that personal information to which they have access is not excessively or inappropriately disclosed;
Discipline with regard to the obligations outlined in paragraph 2.5 may lead to disciplinary measures being taken against specific personnel.
The responsibilities do not exempt individuals from personal liability for specific criminal offences resulting from the intentional misuse of personal data in violation of data protection legislation.
1 Policy
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- 1.1 R&A Education is deeply committed to fostering an environment of inclusivity and respect, and to facilitating the maximum development of every student and staff member. In consultation with trade unions, faculty, and students who have a legitimate interest in the Equality, Diversity, and Inclusion policy, this document has been developed on an ongoing basis.
- 1.2 This policy delineates the vision and dedication of R&A Education towards promoting equality, diversity, and inclusion.
- Legal obligations pertaining to student admission, treatment, and facilities, goods, and services, as mandated by the Equality Act of 2010.
- General and particular equality obligations
- Actionable measures to execute the policy
- Our Vision
- 2.1 Our overarching goal for Equality, Diversity, and Inclusion is to ensure that every member of staff and student has an equitable and transparent opportunity to achieve their full potential while flourishing at the Centre. In order to foster excellence within our community, it is imperative that we persistently “animate talent.” We are thereby fostering a diverse, motivated, and aspirational community capable of flourishing in a volatile global economy. Celebrating the benefits of diversity while addressing the vast array of needs articulated by students and our stakeholders is our objective.
- 2.2 We will continue to recruit talent from all sectors of society, foster collaboration and a sense of community, and fully develop the potential of our faculty and students in order to be a truly inclusive institution. In order to provide the highest quality of experience for our staff, students, and partners, we strive to exceed legal obligations. Our ongoing objective is to foster an inclusive corporate culture across all organisational levels, systems, and processes. By leveraging our Single Equality Scheme, Equality and Diversity Strategy, and Equality Objectives, we shall collaborate with individuals from throughout the Centre and beyond in order to surpass our legal obligations.
The following values serve as the foundation of our mission: the student is central to everything we do. We generate and distribute prosperous opportunities for employers, students, and the greater community.
Our staff embodies professionalism, commitment, excellence, and quality. Individual empowerment, respect, and well-being are values that we uphold and advocate for. We are dedicated to all of our stakeholders and advocate for enterprise and innovation.
Our organisation is dedicated to addressing the demands of the contemporary economy and actively promotes and supports innovation, creativity, and enterprise. We ensure the responsible management of our resources in order to provide for the best interests of our students.
We establish strategic alliances with employers and broader stakeholders in order to maintain our leadership position and influence on the education and skills sector. We value and collaborate positively with our partners.
- Scope
- 3.1 This policy has direct implications for all other centre policies. We believe that delivering Equality, Diversity and Inclusion is one crucial strand of our Centre approach to overall quality improvement and we place it at the very heart of everything we do.
- 3.2 Anyone who comes into contact with the Centre, external or internal customers, will benefit from this policy. All members of our Centre – staff, students and volunteers are subject to this policy. The policy is also binding on our external contractors, employers and other partners that the College collaborates with. 4.
Governing Body responsibilities
- Governors play a crucial role in establishing and sustaining an inclusive institution wherein every individual is able to learn, work, and achieve their utmost capabilities.
- 4.1 The Governing body mandates that the College: Establish and maintain relevant policies that are up-to-date, effectively implemented, and subject to evaluation and monitoring of their efficacy.
- Set forth and monitor ambitious equality goals.
- Promote the equality of opportunities and value diversity.
- Prevent all forms of discrimination based on protected characteristics from entering into our operations.
- Leverage the input provided by our students to enact modifications that foster inclusiveness and progress towards equality.
- Ensure that all members of our collegiate community, irrespective of their place of employment or study, are protected from harassment and bullying.
- 6. Obeying Legal Obligations
- 6.1. Protected Attributes and Legislative Alterations
- As defined in the Equality Act 2010, “protected characteristics” include age, disability, race, religion or belief, sexual orientation, gender reassignment, marriage and civil partnership, pregnancy and maternity, and sexual orientation.
- The Equality Act of 2010 introduced several additional definitions of unlawful treatment, with particular emphasis on associative discrimination, perceptual discrimination, third-party harassment, and victimisation. For further information, consult Appendix 1.
- 6.2 Employment—Direct or indirect discrimination in recruitment or employment on the basis of any of the nine “protected characteristics” outlined in the Equality Act 2010 is deemed illegal. It is unacceptable for any staff member or prospective staff member to be subjected to unlawful or unfair treatment on the basis of their protected characteristic or characteristics. Walsall College shall make every effort to detect and rectify any instances of unlawful or unjust discrimination that deprive individuals of opportunities on the basis of the aforementioned criteria. See Appendix 1 for additional information regarding types of unfair and unlawful treatment.
- 6.3 Equal Pay – In accordance with the Equal Pay Code, the Centre will conduct pay audits on a structured pay system. Action plans addressing disparities in equal pay will be implemented to rectify any such issues.
- 6.4 Gender Pay Gap Report: A Gender Pay Gap Report has been compiled by the College. The calculations and report have been finalised in adherence to governmental regulations, ACAS Guidelines, and the Equality Act of 2010. This will be evaluated, and any necessary measures will be implemented to further close any gender pay gaps.
- Provision of Services, Functions and Associations
7.1 The Equality Act 2010 makes it unlawful for staff to discriminate directly or indirectly, or harass customers or clients because of the protected characteristics of age, disability, marriage and civil partnership, gender reassignment, pregnancy and maternity, race, religion or belief, gender and sexual orientation in the provision of goods and services.
The calibre of provision
- 8.1 Teaching, Training, and Learning Effectiveness.
- 8.2 Where applicable, all instructional materials and curricula will be designed to reflect and advance Equality, Diversity, and Inclusion.
- 8.3 Departments shall implement methodical measures to guarantee that every student is
- Consultation and Participation
11.1 The College wishes to provide the highest standard of access in all consultation processes. Consultation and participation enables the College to better meet and serve the needs of all existing and potential service users. The College will consult with a range of organisations/individuals including staff, students and other stakeholders such as the Local Authority, Community groups and specific interest groups, such as Walsall Disability Forum, Walsall Black Sisters Collective and Walsall Multi Faith Forum.
- Training and Development
12.1 In conjunction with this policy, Equality and Diversity training will be updated and offered to all staff and other relevant stakeholders to raise knowledge of equality legislation, develop Equality and Diversity competencies and tackle discriminatory practice and behaviours. Staff will be required to undergo refresher training every three years as a minimum.
- Complaints/Alleged Breaches
13.1Concerns regarding any violation of this policy may be raised by faculty and students through a variety of channels established by the college, including the Complaints Policy, the Anti-Bullying Policy, the Grievance Policy, and the Dignity at Work Policy. When required, the Positive Behaviour Management and Disciplinary Procedure and the Disciplinary Procedure for staff and students, respectively, will be implemented.
- Other Legal Duties
- 15.1 The College will endeavour to fulfil all additional obligations outlined in Appendix 2 as it implements this policy. Furthermore, it will be prepared to confront forthcoming legislation in this domain.
- The 2010 Equality Act.
- The 1974 Rehabilitation of Offenders Act
- The 1997 Protection against Harassment Act
- The 1998 Human Rights Act
- Related Policies, Procedures and Documentation
- Equality, Diversity and Inclusion Strategy
- Gender Pay Gap Report
R&A Education is committed to ensuring the health, safety, and welfare of all employees and learners during their work and learning, as well as protecting any other individuals from health or safety hazards that may arise from the Centre’s operations or while they are on centre property. To achieve this, the organisation will take all feasible and reasonable measures possible.
- The Health and Safety at Work Act of 1974 serves to codify and provide legal support for an assortment of legislative acts. It acknowledges the employer’s and employees’ respective obligations to ensure their own health and safety. This includes both individual adherence to safety instructions and collective consultation with management to develop safety protocols.
- Personal information will be gathered and utilised by the Centre as required to safeguard the health, safety, and welfare of its personnel, students, and others.
- This policy is applicable to all personnel, visitors, learners, and other individuals at all Centre locations.
- Additionally, the Health and Safety Policy and the Centre’s Safeguarding, Child Protection and Prevent and Missing from Education Policy are inextricably linked. As a trained Designated Safeguarding Person, the Director of Health, Safety, and Security provides assistance to the Designated Senior Lead by facilitating disclosures and referrals.
Policy Statement
- R&A Education is dedicated to upholding the highest possible standards of health, safety, and welfare for all individuals who may be impacted by the College’s operations, including employees, visitors, and learners. In addition to fulfilling its legal and corporate obligations, the organisation strives to do so in a reasonable manner.
- A management structure is established to ensure compliance with the Health and Safety Policy. To ensure the implementation of this policy, this structure includes a competent individual who will collaborate closely with the Heads of Area and Senior Leadership Team and provide quarterly updates to the Corporation.
- Subject to Sections 7 and 8 of the Health & Safety at Work Act, every employee of the Centre is liable for his or her own health and safety. In this regard, the College, as the employer, should collaborate with the employees to establish and maintain safe working procedures.
- Managers will seek the input of employees on matters that may potentially affect their health and safety.
- This document, titled “Health and Safety Policy,” delineates the organization’s protocols for ensuring health, safety, and welfare, as well as the measures taken to accomplish the objectives outlined in the policy statement.
- Managers of centres are accountable for the health and safety of individuals in their premises. They are tasked with the implementation of a system to guarantee compliance with the Policy and its stipulations.
- These policies and procedures are incorporated into the Terms and Conditions of Employment for employees. Noncompliance could potentially result in disciplinary action. Periodically, the Policy Document shall be revised to align with evolving requirements and any modifications that may ensue from the development of legislation, thereby guaranteeing the policy’s continued applicability to the activities of the Centre.
To bring the Health and Safety Policy document to the attention of all employees and ensure they fully understand their responsibilities as described in this Policy.
- To provide adequate resources to ensure that proper provision can be made for health and safety and include prime consideration of health & safety in all forward planning.
- To carry out risk assessments which will be periodically reviewed.
- To ensure that systems of work will be implemented to minimise risk to health.
- To ensure that arrangements for the use, handling, storage, disposal and transport of articles and substances at work involve minimal risk to health.
- To provide all employees with such information, instruction, training and supervision as is necessary to secure their health and safety at work, and the safety of others who may be affected by their actions.
- To provide, so far as is reasonably practicable, for all employees a safe place of work and learning with safe access and egress from it.
- To provide and maintain all plant, machinery and equipment to ensure that it involves minimal risk to health and safety.
- To provide adequate facilities and arrangements with regard to welfare for employees at work.
- To report (where required) accidents and cases of ill health to the HSE and funding organisations and to carry out internal investigations to try to prevent them happening again.
- To monitor activities to ensure that procedures in place are being implemented and agreed standards are maintained.
- To safeguard the environment from the effects of the college’s activities.
- To have access to competent advice.
- Seek continuous improvement in our health and safety performance and management through annual review and revision of this policy; and provide the resource necessary to make this policy and our health and safety arrangements effective.
- We also recognise our duty to co-operate and work with:
- other employers when we work at premises or sites under their control to ensure the continued health and safety of all those at work.
- other employers and their employees, when they come onto our premises or sites to do work for us, to ensure the health and safety of everyone at work; and
- learners, contractors and other persons who are lawfully on college premises against risk to their health or safety which might arise out of activities in those places.