Kingsley Institute of Management Complaints Policies
1. Purpose and Scope
The Kingsley Institute of Management is committed to providing a high-quality learning and working environment for both students and staff. This Complaints Policy outlines the procedures for addressing concerns and complaints to ensure they are handled in a fair, transparent, and timely manner. The policy applies to all students and staff at the Institute.
2. Principles
- Confidentiality: All complaints will be handled with the utmost confidentiality, and information will only be shared with those directly involved in the investigation.
- Fairness: The Institute will ensure that all parties are treated fairly and without bias throughout the complaint process.
- Transparency: The process for handling complaints will be clear and accessible to all students and staff.
- Timeliness: Complaints will be addressed as promptly as possible to prevent escalation and to achieve a timely resolution.
- No Retaliation: No student or staff member will suffer any detriment or be subject to retaliation for making a complaint in good faith.
3. Definitions
- Complaint: A formal expression of dissatisfaction with any aspect of the Institute’s services, operations, or the conduct of its staff or students.
- Complainant: The person making the complaint.
- Respondent: The person or entity against whom the complaint is made.
4. Procedure for Students
4.1 Informal Resolution
Students are encouraged to first address their concerns directly with the person(s) involved or through their academic advisor, program coordinator, or the Student Services office. Many issues can be resolved quickly through informal discussion.
4.1 Formal Resolution
- If the issue is not resolved informally, the student may submit a formal complaint in writing to the Student Services office.
- Content of the Complaint: The complaint must include the student’s name, ID number, a detailed description of the issue, any evidence, and the desired outcome.
- Acknowledgment: The complaint will be acknowledged in writing within five (5) working days.
- Investigation: An impartial investigator, usually a member of the administration not previously involved, will be appointed to investigate the complaint.
- Outcome: The complainant will be informed of the outcome of the investigation in writing within twenty (20) working days of the acknowledgment. If further time is needed, the complainant will be informed.
- Appeal: If the student is not satisfied with the outcome, they may appeal the decision in writing to the Dean within ten (10) working days of receiving the outcome. The Dean’s decision is final
5. Procedure for Staff
5.1 Informal Resolution
- Staff are encouraged to address concerns directly with the colleague(s) involved or through their line manager. An informal discussion may resolve many issues efficiently.
5.1 Formal Resolution
- If the issue is unresolved, staff may submit a formal complaint in writing to the Human Resources department.
- Content of the Complaint: The complaint should include the staff member’s name, position, details of the issue, any evidence, and the desired outcome.
- Acknowledgment: The complaint will be acknowledged within five (5) working days.
- Investigation: An impartial investigator, typically a senior staff member not previously involved, will be appointed to investigate the complaint.
- Outcome: The staff member will receive a written response with the outcome of the investigation within twenty (20) working days of the acknowledgment. If more time is required, the staff member will be notified.
- Appeal: If dissatisfied with the outcome, the staff member may appeal in writing to the Director within ten (10) working days of the decision. The Director’s decision is final.
6.Monitoring and Review
The Institute will monitor the effectiveness of the complaints policy and make improvements as necessary. This policy will be reviewed annually by the Senior Management Team.
7. Communication of Policy
This policy will be made available to all students and staff through the Institute’s website, student handbooks, and staff induction materials. Training sessions on the policy will also be provided as part of onboarding and professional development programs.