Complaints and Grievances

The Irish College of English is dedicated to fostering a positive and safe learning environment for all stakeholders. Our Complaints and Grievances policy outlines our commitment to solving issues, addressing complaints and grievances in a fair, transparent, and timely manner. We strive to uphold high standards of conduct and ensure that all stakeholders feel heard, respected, and supported throughout the resolution process.

Learner Complaints:

  • Complaint Resolution Process: ICE has established procedures for addressing learner complaints in a prompt, fair, and transparent manner.
  • Reporting Mechanism: Students are encouraged to report any concerns or complaints to designated staff members, who will investigate the issue and take appropriate action.
  • Resolution and Follow-up: Complaints are resolved through open communication, mediation, and problem-solving, with follow-up measures implemented to prevent recurrence and ensure student satisfaction.

 

Detailed Structure:

Grievance Procedure:

  1. Reporting Issues, Complaints or Grievances:
  • Students and other stakeholders, are actively encouraged to give us feedback and to report any issues related to their academic programme, accommodation, activities, welfare, safety, or other concerns to ICE. Our team works to resolve issues to stakeholder satisfaction, and through our quality assurance process to implement measures to prevent future similar issues occurring.
  • Issues/Complaints/Grievances can be submitted via email, a designated online feedback form/complaint form or in person. QR codes for feedback and complaints are on notice boards. In addition, feedback links are on monthly student progress reports and on end of course certificate envelopes. Submissions can be made with the stakeholder’s name, anonymously and in confidence. Should a stakeholder request how to make a complaint they will be given the contact for the Student Welfare Office or Area Lead as relevant. The QA stakeholder experience/feedback monitor will review and share feedback with relevant teams.

 

  1. Investigation and Resolution:
  •  We have a process in place to identity complaints/grievances, a relevant member of the Senior Management Teams will be informed of the complaint/grievance. They will then initiate an investigation. This involves gathering relevant information and consulting with appropriate staff members/stakeholders.
  • Complaints/Grievances will be acknowledged within three business days of receipt, and every effort will be made to resolve them within 10 business days. Complainants will be informed of the resolution in writing, with an opportunity to address unresolved issues with a company Director or report to an external authority, where appropriate.
  • Every effort will be made to resolve grievances promptly and satisfactorily, with due consideration given to the stakeholder’s concerns and well-being.
  • Complaints/Grievances and their resolutions are periodically reviewed by the Senior Management Team to identify trends, improve services, and enhance the overall stakeholder experience.