HomeComplaints Policy

Complaints Policy

Last Updated: 12 December 2025
Website: https://oxhar.com
Email: info@oxhar.com

Oxhar Business School recognises that complaints are an important source of feedback and provide valuable insights that help improve our services. We welcome complaints as an opportunity to address concerns, strengthen transparency, and enhance the learner experience.

A “complaint” is defined as a grievance, problem, difficulty, or concern raised by a learner or stakeholder regarding any aspect of our services.

1. Policy Statement

Oxhar Business School is committed to:

  • Resolving complaints promptly, fairly, and professionally
  • Ensuring confidentiality and transparency in all complaint-handling processes
  • Using complaints to identify areas for improvement
  • Protecting learners from any form of disadvantage for making a complaint

You may submit a complaint if:

  • You believe Oxhar Business School has done something wrong
  • We did not do something we promised to do
  • You are dissatisfied with a service or interaction you received

2. Anonymous Complaints

We understand that some individuals may hesitate to complain due to fear of negative consequences.

  • Anonymous complaints will be accepted
  • However, without contact details, we cannot provide updates or outcomes
  • All complaints are treated confidentially and respectfully

3. Complaints Procedure

The following steps outline how complaints must be handled:

Step 1: Initial Discussion (Within 48 Hours)

  • The complaint should first be discussed directly with the team member involved.
  • If resolved, the complaint is recorded using Appendix 1 and sent to the Company Administrator by the next working day.
  • No further action is required if the matter is resolved.

Step 2: Escalation to Training Manager (If Step 1 Is Not Suitable or Not Resolved)

If the learner feels unable to speak with the staff member involved:

  • The complaint should be submitted to the Training Manager within 48 hours of the incident.
  • The Training Manager will inform the Company Owner/Director within 7 days.
  • The complaint must be documented using Appendix 2 and forwarded to the Training Manager.

Step 3: Investigation & Resolution

  • The Training Manager will discuss the complaint with the team member involved within 48 hours of receiving the complaint.
  • The Training Manager will then contact the complainant to attempt resolution.
  • If a resolution cannot be reached informally, the Training Manager will schedule a formal meeting with all relevant parties.
  • This meeting must occur within 30 days, and the decision at this stage is final.

4. Records & Confidentiality

  • The Company Administrator maintains a confidential record of all complaints.
  • Records are available for audit or regulatory review upon request.
  • Complaints will only be discussed with individuals involved in the resolution process.

5. Special Case: Assessment or Verification Complaints

If the complaint relates specifically to an assessment or verification decision:

📌 The Appeals Procedure must be followed instead.
(This ensures fairness, timely processes, and alignment with assessment regulations.)

6. Appendices

Appendix 1 — Record of Complaint

(As provided in uploaded document)

Appendix 2 — Referral of Complaint

(Matching file structure)

These forms will be reproduced as-is for Oxhar Business School internal use upon your request.

Policy Approval

Approved & Authorised by:
Name: Aldhirushan
Position: Director
Date: 1-Dec-2025

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