ACQ London – Conflict Resolution Policy

1.1 This policy sets out how ACQ London manages conflicts, complaints, and disputes involving students, staff, and partner institutions.

1.2 It applies to:

• Students enrolled directly or through partner institutions (UK, Sri Lanka, Canada).
• Conflicts relating to admissions, teaching, assessment, fees, certification, student support, and conduct.
• Both academic and non-academic issues.

1.3 The policy ensures compliance with the Consumer Rights Act 2015, UK education sector guidelines, and principles of fairness, transparency, and natural justice.

• Conflicts should be addressed promptly, fairly, and at the lowest appropriate level.
• All parties will be treated with dignity and respect.
• Confidentiality will be maintained, except where disclosure is legally required.
• No student will suffer disadvantage or retaliation for raising a genuine concern.
• ACQ London promotes informal resolution wherever possible, before escalation.

• Academic issues: assessment fairness, teaching quality, and course delivery.
• Administrative issues: admissions, fees, refunds, certification, and records.
• Conduct issues: behaviour of staff, students, or partner institutions.
• Service issues: access to LMS, student support, and facilities.

4.1 Informal Resolution (Stage 1)

• Students are encouraged to raise issues informally with the relevant staff member, tutor, or Student Support team.
• Many concerns can be resolved quickly through discussion.
• Resolution at this stage should be attempted within 10 working days.

4.2 Formal Complaint (Stage 2)

• If informal resolution fails, students may submit a formal complaint in writing to the Complaints Officer at complaints@acqlondon.co.uk.
• Complaints should include: student details, description of issue, evidence (emails, receipts, coursework), and desired resolution.
• Acknowledgement will be sent within 5 working days.
• Investigation will be conducted by a manager not previously involved.
• A written outcome will be provided within 20 working days.

4.3 Internal Review / Appeal (Stage 3)

• If dissatisfied with the Stage 2 outcome, students may request an appeal within 10 working days.
• Appeals must specify grounds:
  • New evidence not previously considered.
  • Procedural error.
  • Disproportionate or unfair decision.
• The review will be carried out by a senior manager or Conflict Resolution Panel.
• Decision will be communicated within 20 working days.

4.4 External Escalation (Stage 4)

• If all internal procedures are exhausted, students may escalate to external bodies:
  • Awarding Bodies (e.g., OTHM, Qualifi, NCFE, TQUK) for qualification-related disputes.
  • Office of the Independent Adjudicator (OIA) (where applicable to UK higher education).
  • Mediation/arbitration services where appropriate.
  • Regulatory bodies (e.g., Ofqual, if relevant to qualifications).

• Partner Institutions: Students enrolled via partner colleges must first use ACQ London's conflict resolution procedure. Partner disputes will be jointly reviewed by ACQ and the partner.
• Urgent Cases: Serious cases (harassment, discrimination, safeguarding) will be prioritized and escalated immediately.
• Group Complaints: Multiple students with the same issue may submit a joint complaint.

• All complaints and resolutions will be logged and stored securely.
• Records will be retained for at least 6 years.
• Data will be handled in accordance with UK GDPR and ACQ's Privacy Policy.

• Annual review of complaints to identify patterns and improve services.
• Policy updated as required to remain compliant with UK law and awarding body requirements.

8.1 This policy is governed by the laws of England and Wales.