Student support · a Quality Agency service
Support, welfare and complaints handling designed around the learner and evidenced against the standards.
Support, welfare and complaints handling designed around the learner and evidenced against the standards. We work with the organisation you actually are, not the one the policy manual describes, because the gap between those two is usually where the problem lives.
Identifying who needs help, how they ask, and what happens next.
Processes that resolve the issue rather than processes that survive being read.
A record showing what was offered and what happened, which is what gets asked for.
Neither of these is exotic. Both are common enough that it is worth checking your own arrangements against them before anyone else does.
A complaints process that has never been used in a provider with unhappy students evidences that the process is not reachable.
Help given informally and never written down cannot be evidenced later.
Tell us what has happened, or what you think is about to. Either is a reasonable place to start.