Complaints Procedure for students v1

Introduction

Baoyin Oriental Dance prided itself on the quality of the teaching, in the unlikely event that a student or a parent acting on behalf of a child  do have a complaint, they can expect it to be treated by Baoyin Oriental Dance in accordance with this Procedure. It is expected that all issues are properly dealt with using this procedure. Anyone who does not adopt this procedure is deemed to have no legitimate reason for complaint. Complaints will be handled in confidence.

The definition of a child under the Children Act 1989 is a young person under the age of 18

Resolution

1. It is hoped that most complaints and concerns will be resolved quickly and informally.
2. Should the complainant adopt a formal manner a complaint should be in writing containing relevant details and dates. Serious incidents and allegations must be in writing or else no further action will be taken.
3. A complaint on any incident must be lodged within 5 calendar days of the occurrence of the incident, this is to state within 120 hours of the incident.
4. Where the complainant comes to Baoyin Oriental Dance as a member of a group rather than as an individual Baoyin Oriental Dance is able to handle matters on a professional basis as stated in the “Baoyin and students relationship policy”, all other matters are the exclusive responsibility that exists between the member and his/her group.
5. Where a student or his/her organisation has not paid fees for the term at the time of the incident, unless there is an expressed agreement to pay in arrears, the student is deemed not to require complaints handling by Baoyin Oriental Dance.
6. It is not expected that both parties at any time involved additional third parties in the handling of the complaint unless they are directly affected by the incident giving rise to the complaint originally or where there is a need for unrelated assistance (e.g. translator, interpreter, independent accredited or qualified subject matter experts).
7. In the event that a complaint is not resolved to both parties’ satisfaction or a compromised position is not reached both parties should elect to go to arbitration. Then both parties may mutually agree to the appointment of an independent arbitrator. The arbitrator’s decision is final. Neither parties may dispute the decision reached by such an arbitrator nor involving third parties using such words so as to discredit, to reverse or to debase the findings of the arbitrator.
8. All written complaints will be responded to in writing as indeed the final resolution or the last status in the event of a unresolvable complaint.