Complaints and Appeals Policy

At French College, we are committed to providing a transparent, fair, and responsive process for
handling complaints and appeals from learners, staff, and stakeholders.

1. Purpose:
   This policy outlines the procedures for submitting and resolving complaints and appeals related to
   academic, administrative, or support services.
2. Definitions:

• Complaint: A formal expression of dissatisfaction with a service or process.
• Appeal: A request to review or overturn a decision, such as an assessment result.

1. Scope:
   This policy applies to all learners, staff, and third-party stakeholders involved with French College.
2. Submitting a Complaint:

• Complaints should be submitted in writing via email or through the official complaint form.
• Complainants must provide clear details of the issue and any supporting evidence.

1. Handling Process:

A designated Quality Officer will investigate the matter within 10 working dayscellence in all areas of its operations, maintaining compliance with awarding body standards, and fostering an inclusive, learner-focused environment.

All complaints will be acknowledged within 3 working days.