Candidate Complaints and Grievance Procedure

1. Purpose

The purpose of this procedure is to provide candidates with a clear, fair, and transparent process for raising complaints or grievances related to the delivery of programmes awarded by the QUALIFICATIONS SCOTLAND.

This procedure ensures that complaints are handled promptly, consistently, and confidentially, while protecting the rights of all parties involved.

2. Scope

This procedure applies to all candidates enrolled in QUALIFICATIONS SCOTLAND programmes delivered by the International College, Siam University, including:

  • Higher National Certificates (ADVANCED CERTIFICATE)
  • Higher National Diplomas (ADVANCED DIPLOMA)

The procedure covers complaints relating to:

  • programme delivery
  • learning resources
  • administrative services
  • assessment procedures
  • staff conduct

Note: Complaints about assessment decisions must follow the Assessment Appeals Procedure, not this complaints procedure

3. Principles

The International College will ensure that:

  • complaints are handled fairly and impartially
  • candidates are treated respectfully and confidentially
  • complaints are investigated promptly and thoroughly
  • candidates are informed of the outcome and any actions taken

4. Complaints Procedure

Stage 1 – Informal Resolution

Candidates are encouraged to first attempt to resolve the issue informally by discussing the matter with:

  • the relevant lecturer or assessor, or
  • the Programme Leader

This should normally occur within 5 working days of the issue arising.

Many concerns can be resolved quickly at this stage.

Stage 2 – Formal Complaint

If the matter cannot be resolved informally, the candidate may submit a formal written complaint.

Process:

  • The complaint should be submitted to the Programme Leader or the Academic Quality Office.
  • The complaint should include:
    • details of the issue
    • dates and relevant information
    • any supporting evidence.

The complaint will be acknowledged within 3 working days.

An investigation will be conducted by the Academic Quality Manager or designated officer.

Stage 3 – Review by Complaints Panel

If the candidate is not satisfied with the outcome of the formal complaint, the case may be referred to a Complaints Review Panel.

The panel may include:

  • Academic Quality Manager or Leader/QUALIFICATIONS SCOTLAND Coordinator (Chair)
  • a senior academic not involved in the complaint
  • programme representative (if appropriate)

The panel will review all documentation and provide a final decision within the center.

5. Escalation to External Bodies

Candidates who have exhausted the center’s complaints procedure may escalate their complaint if they believe that:

  • the center did not follow its own procedures, or
  • the issue relates to the quality assurance of QUALIFICATIONS SCOTLAND qualifications.

In such cases, candidates may contact QUALIFICATIONS SCOTLAND.

If the complaint concerns the regulation of qualifications, candidates may also contact the relevant regulatory authority, where applicable:

  • QUALIFICATIONS SCOTLAND Accreditation
  • Ofqual
  • Qualifications Wales

Candidates must normally demonstrate that they have completed the center’s complaints process before contacting these bodies.

6. Confidentiality

All complaints will be handled confidentially and only shared with staff directly involved in the investigation and resolution process.

7. Record Keeping

The International College will maintain records of:

  • complaints submitted
  • investigation outcomes
  • actions taken

These records will be securely stored according to institutional data protection policies.

8. Monitoring and Review

Complaints will be monitored by the Academic Quality Assurance Committee to identify recurring issues and improve institutional practices.

This procedure will be reviewed annually to ensure compliance with the requirements of the QUALIFICATIONS SCOTLAND.