LSBCAGlobe

FEEDBACK AND COMPLAINTS POLICY

Feedback and Complaints Policy

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At LSBCA GLOBE , we aim to ensure that your experience with us is always of the highest quality and that we put you, our student, customer and stakeholder, first. We do however accept that on occasion we may not meet this standard and that you may wish to provide feedback or even make a complaint about the service you have received.

A complaint is when you feel that the service we have provided is not to your satisfaction or does not meet the standards or criteria that we set out at the start. All feedback is valued and used as a tool for us to improve the service that we provide. We are happy to receive feedback in any form you wish to submit it and consequently it can be given anonymously. However, to help us track and deal with feedback we do ask that where possible you follow the procedures laid out within this policy.

Feedback Procedure:

For students attending classroom online live Interactive / Online courses. students  are provided with tutor and administration/customer service contact details. Feedback will be reviewed within 5 working days from a tutor, administration, facilities and customer service point of view. Quantitative feedback will be logged to identify trends. The relevant manager will take action where appropriate. Where appropriate or where it has been requested by the party providing the feedback the relevant manager will make contact to discuss the feedback given and any actions that will be taken.
Apprentices are asked to undertake Induction, On Programme, and End surveys to provide feedback on their apprenticeship journey. These are reviewed by the relevant manager to ensure the continuous improvement of our apprenticeship programmes. Where feedback in these surveys requires a response, assuming the respondent can be identified, the relevant manager will follow up within 5 working days.

Complaints Procedure:

Step 1: Discuss the complaint informally with your tutor, Skills and Development Coach or the LSBCA GLOBE administration and support team as appropriate. We hope that this will be able to resolve the situation for you.

Step 2: If you remain unhappy with the resolution of your complaint then please put this in writing to LSBCA GLOBE formally. Please email this to the contacts@lsbcaglobe.com and we ask that you ensure the word ‘Complaint’ is in the title. This will ensure we address this promptly. You will be contacted within 5 working days to discuss your complaint and attempt to come to a resolution with you.

Step 3: If you are still unhappy with the results of this process please inform us and we will forward your appeal to a LSBCA GLOBE Director. They will contact you within 3 working days having reviewed the complaint and any actions taken to date. They will notify you of the results of this investigation.

Step 4: If you are still unhappy with the results of this process you should contact your institute, ACCA, CFA and CPA ( US ) . Their contact details can be found on their website. Contact details can be found at the following web addresses:

ACCA – Contact ACCA Connect:

110 Queen Street
Glasgow G1 3BX
United Kingdom
T: +44 (0)141 582 2000
E: https://forms.accaglobal.com/contact-us

If you have exhausted both your learning provider’s complaints 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/contact-us/connect/unhappy.html

Confidentiality:

To process a complaint, or feedback, we may be required to hold your personal data, LSBCA Globe will keep this data in line with our Privacy Policy. LSBCA Globe will hold the data securely and only use it to help address the complaint, the data will only be shared with those to whom it is necessary to help deal with the complaint. It may not be possible to preserve confidentiality in some circumstances, for example, where relevant legislation applies, or allegations are made which involve the conduct of third parties. In this case the complainant will be informed who will need to know about the complaint.