Complaints Policy and Procedure
Our aim:
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
Stage 1
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.
Stage 2
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.
Final Stage
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: -
Owaishanif@gmail.com
M.ahmadmirchawala@gmail.com
Subhanmirchawala@live.com
Ahmed.shafi86@gmail.com
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