Complaints Policy and Procedure
Mirchawala’s Hub of Accountancy (MHA) is committed to provide quality service for its students in an open and accountable way that builds the trust and respect of all our stakeholders. One of the ways in which we can continue to improve our service is by listening and responding to the views of our students, and other stakeholders, and in particular by responding positively to complaints, and by putting mistakes right.
Therefore we aim to ensure that:
· making a complaint is as easy as possible;
· we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response;
· we deal with it promptly, politely and, when appropriate, confidentially;
· we respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc;
· we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.
We recognise that many concerns will be raised informally, and deal with them quickly. Our aims are to:
· resolve informal concerns quickly;
· keep matters low-key;
· enable mediation between the complainant and the individual to whom the complaint has been referred.
An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.
Formal Complaints Procedure
In the first instance, if you are unable to resolve the issue informally, you should write to the member of staff who dealt with you, or their manager, (on their email, our website or through learning management system over the complain section) so that he or she has a chance to put things right.
You can expect your complaint to be acknowledged within 4 working days of receipt. You should get a response and an explanation within 15 working days. If you are unsure which member of MHA staff to write to, your complaint should be sent to MHA’sDirector Administration.
If you are not satisfied with the initial response to the complaint then you can write to MHA’s Chief Executive and ask for your complaint and the response to be reviewed. You can expect the Chief Executive to acknowledge your request within 4 working days of receipt and a response within 15 workings days.
MHA’s aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.
If you are not satisfied with the subsequent reply from MHA’s Chief Executive, then you have the option of writing to the Board of Directors, MHA stating the reason why you are dissatisfied with the outcome. You must do this within 10 days of receiving the written response from MHA’s Chief Executive.
The Chair of the Central Executive Committee (or their nominee) will respond normally within 10 working days to inform you of the action which will be taken to investigate your complaint, and when you can expect to hear the outcome of the investigation.
Confidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and MHA maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own merit). Should this be the case, the situation will be explained to the complainant.
Monitoring and Reporting: Directors of MHA will receive annually a report of complaints made and their resolution.
If your complaint did not solve by the Admin staff of MHA so You can also write an email to the directors of MHA directly on given email addresses: -
If you have exhausted both your learning provider complaint’s process and ACCA’s, you can escalate to the appropriate regulator. Details of which can be found on the ACCA website at the following link: https://www.accaglobal.com/gb/en/footertoolbar/contactus/connect/unhappy.html