Complaints Procedure for Employers

Scope

1. Northeastern University London (the University) is committed to ensuring a high-quality educational experience for the learners and providing high-quality services and facilities for Employers of learners. However, there may be instances when Employers feel dissatisfied with their experience of facilities or services provided by the University or with the way the University or its staff have acted, or omitted to act, in its delivery of its services.
2. If it is necessary to pursue a complaint formally, this Procedure (Procedure) sets out how Employers may seek to have complaints addressed.
3. For the purposes of this Procedure, Employer is defined as the party engaged in a contractual apprenticeship agreement with a Northeastern University London apprentice.
4. The University has a separate Complaints Procedure for Students, which applies to learners and can be found in the University’s Academic Handbook.

General Principles

5. This Procedure has been established with the aim, where possible and appropriate, of resolving complaints informally through negotiation between those individuals who are immediately concerned with the matter. However, the University recognises that some issues cannot be resolved by informal means and may require the intervention of outside parties. The formal stages of the Policy are, therefore, available in these instances.
6. Complaints will be dealt with sensitively and in confidence, with due regard to any applicable legislation. This Procedure does not replace any rights of the Employer relating to any contractual agreements between the University and Employer.
7. The University intends to manage complaints in a manner in which:
   1. Complaints will be attempted to be resolved informally and at the earliest opportunity.
   2. Complaints will be treated seriously, as expeditiously as possible, and in a consistent fashion.
   3. Complaints will be treated in a rigorous and fair manner with sensitivity and with minimum stress to all parties concerned.
   4. Submission of a complaint will be treated with transparency and impartiality, and not lead to recrimination.
   5. Privacy and confidentiality will be maintained except where disclosure is necessary to progress the complaint.
   6. Complaints will be dealt with having due regard to UK legislation including but not limited to GDPR 2018, The Consumer Rights Act 2015, and Consumer and Marketing Authority.
   7. Ensures the University’s services improve as an outcome of the complaint if applicable.

Stage 1 – Informal Complaint 

8. Where possible, complaints should be addressed to the Director of Business and Partnership Development & Apprenticeships as the University’s aim is to resolve the complaint as directly and informally as possible.
9. Acknowledgement of the complaint will be given within four calendar days and a full response provided within 14 calendar days. If the employer is dissatisfied with the outcome, a formal complaint should be made.

Stage 2 – Formal Complaint

10. To make a formal complaint, the matter should be put in writing to the Director of Business and Partnership Development & Apprenticeships. This notification should set out the matter in full, with any available evidence, and an indication of the sought resolution. The complaint will be acknowledged within four days.
11. An Investigator will be appointed, who will be someone who has not previously been involved with the complaint. They will review the complaint and will have the option to speak to the persons involved.
12. As a course of resolution, mediation may be offered, which will be communicated to the employer.
13. A full response will be provided within 21 calendar days.

Stage 3 – Review 

14. If the employer is not satisfied with the outcome of the investigation and proposed remedial action, a review may be requested, in writing within 14 days of receipt of the response, by the employer to the Head of Quality Assurance (HQA).
15. The HQA will acknowledge receipt of the review request, within two working days, and will appoint an independent reviewer to ascertain that procedures were correctly followed, as articulated. The complaint will not be re-investigated unless new evidence is provided.
16. A full response will be provided within 14 calendar days.

Stage 4 – Escalation  

17. At the end of this Procedure, the Employer will receive a Completion of Procedures letter. At this point, if the Employer remains dissatisfied, they have the right to refer the decision to the OIA within 12 months of the date of the Completion of Procedures letter. Details are available here.
18. The Office of the Independent Adjudicator (OIA) is an independent body set up as a result of the Higher Education Act 2004 to run a student complaints scheme. Membership of the OIA is a requirement of the Higher Education and Research Act 2017 and the Office for Students.

Review and Monitoring

19. The Business Relations Manager records all complaints. The Work Related Learning Management Board reviews all complaints and associated procedures to enable improvements to be made to its services and facilities.

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