Change of Circumstances Policy for Fortray Global Services Limited

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Fortray Global Services Limited ("we", "our", or "us") is committed to supporting students who experience significant unforeseen circumstances that affect their studies. All requests will be considered fairly, consistently, and with due regard to the student's individual circumstances, whilst maintaining compliance with legal and regulatory requirements. Each request will be assessed on its own merits, taking into account the evidence provided, the impact on the student's studies, and any reasonable support options available.

1. Policy Objective

This policy sets out the process by which students may request support where unforeseen circumstances beyond their control have significantly affected their ability to continue or complete their course. Fortray Global Services Limited aims to ensure that requests are managed fairly, consistently, and sensitively whilst maintaining appropriate levels of confidentiality and compliance with data protection requirements.

2. Scope

This policy applies to all students enrolled through Fortray Global Services Limited who experience significant disruption to their studies due to unforeseen personal circumstances and require support to continue their learning.

3. Definitions

  • Change of Circumstances Form: A form used to submit details of changes in personal circumstances that may affect a student's ability to study. Additional information or supporting evidence may be requested to enable a fair and appropriate assessment of the request.
  • Student Support Team: The team responsible for supporting students throughout their learning journey and acting as a key point of contact for study-related matters.
  • Student Support Coordinator (SCC): A designated member of the Student Support Team who provides guidance and assistance throughout a student's programme.
  • Customer Resolution Advisor: The individual responsible for reviewing and assessing Change of Circumstances requests and determining appropriate resolutions.

4. Privacy Statement

  • Information Sharing: Information provided as part of a Change of Circumstances request will only be shared with individuals directly involved in assessing and managing the request.
  • Data Retention: Information submitted as part of a Change of Circumstances request will be retained in accordance with Fortray Global Services Limited's Data Retention Policy. Anonymised information may be retained for reporting, quality assurance, training, and process improvement purposes.
  • Safeguarding and Safety Concerns: Where information provided indicates a risk to the safety or wellbeing of the student or others within the Fortray Global Services Limited community, relevant information may be shared on a need-to-know basis to enable appropriate action to be taken.

5. Eligibility

This policy applies to students whose ability to study has been materially impacted by unforeseen circumstances beyond their control. Requests must be submitted during the student's enrolment period. Requests received after the enrolment period has ended will not ordinarily be considered.

  • Financial Difficulties: Students experiencing financial hardship should contact the Credit Control Team at [email protected] as soon as possible to discuss the support options that may be available.
  • Student Engagement: When considering a request, Fortray Global Services Limited may take into account the student's engagement with their studies and whether they have communicated their circumstances in a timely manner. However, each request will be assessed on its individual merits.

6. Procedure

  • Case Management: The Customer Resolution Advisor manages the Change of Circumstances process on behalf of Fortray Global Services Limited and is responsible for reviewing all supporting information provided.
  • Student Support: Where appropriate, Fortray Global Services Limited will seek to support students in continuing their studies and achieving their original learning and career objectives.
  • Supporting Evidence: Students may be required to provide additional information, documentation, or independent evidence to support their request. Failure to provide requested information may affect the ability to assess the application.

7. Submitting a Request

  • Initial Contact: Students should notify the appropriate team as soon as they become aware of circumstances that may affect their ability to study. Where the matter relates to financial hardship, students should contact the Credit Control Team for initial guidance and support.
  • Referral to the Customer Resolution Advisor: Where a formal review is required, the student will be asked to complete a Change of Circumstances Form. The completed form, together with any supporting evidence, must be returned within 30 calendar days of issue. If the form is not returned within this timeframe and no communication is received regarding the delay, the request may be closed.
  • Assistance with Completing the Form: Students requiring assistance with completing the form may contact their Student Support Coordinator (SCC) for guidance.
  • Review Process: Upon receipt of the completed form and supporting evidence, the Customer Resolution Advisor will review the information provided and may contact the student if clarification is required.
  • Outcome and Resolution: Each request will be assessed on a case-by-case basis, taking into consideration the individual circumstances and any supporting evidence provided. Fortray Global Services Limited aims to provide an outcome within seven calendar days of receiving all required information. Where further investigation is required, students will be kept informed of progress. Abusive, threatening, or inappropriate behaviour towards staff will not be tolerated and may result in communication restrictions being applied in accordance with company procedures.

8. Key Points to Note

  • Requests must be submitted during the student's enrolment period.
  • Incomplete forms cannot be assessed and may be returned for further information.
  • Section C of the Change of Circumstances Form must be completed by an appropriate medical or healthcare professional, where applicable.
  • Requests may be closed where no response is received within 30 calendar days of the form being issued.
  • Students paying by instalment plan must ensure that all scheduled payments are up to date unless otherwise agreed in writing.
  • Students requiring support or guidance should contact their Student Support Coordinator (SCC).

9. Compliance

  • Compliance Monitoring: The Customer Resolution Advisor is responsible for ensuring that all requests are managed in accordance with this policy, and that student confidentiality is maintained throughout the process.
  • Reporting Non-Compliance: Concerns regarding non-compliance with this policy should be reported to the Head of Student Care. All reports will be investigated and addressed appropriately.
  • Data Protection: All personal information received under this policy will be processed in accordance with applicable UK data protection legislation and Fortray Global Services Limited's Data Protection Policy.