Student Complaint Handling Policy for Fortray Global Services Limited

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At Fortray Global Services Limited ("Fortray", "we", "our", or "us"), we are committed to delivering high-quality education, training, career development, and student support services. We recognise that concerns, complaints, or dissatisfaction may occasionally arise, and this policy sets out a clear, fair, transparent, impartial, and accessible process for the handling, investigation, and resolution of complaints relating to the services we provide.

1. Policy Objective

This Student Complaint Handling Policy ("Policy") establishes a clear, fair, transparent, impartial, and accessible process for the handling, investigation, and resolution of complaints relating to the services provided by Fortray.

This Policy is intended to ensure that:

  • Every complaint is acknowledged, investigated, and handled fairly, objectively, and professionally.
  • Students have access to a clear and accessible complaint resolution process.
  • Complaints are resolved promptly wherever reasonably practicable.
  • Lessons learned from complaints contribute to the continuous improvement of our educational programmes, student support services, and operational procedures.

Nothing in this Policy restricts or limits a student's statutory rights under applicable law.

2. Scope

2.1 This Policy applies to:

  • Prospective students.
  • Current students.
  • Former students or graduates.
  • Individuals who have enrolled, previously enrolled, or otherwise engaged with Fortray in relation to any educational, training, career development, or student support service.

2.2 This Policy applies to complaints concerning, including but not limited to:

  • Admissions and enrolment.
  • Course delivery.
  • Training materials.
  • Online learning platforms.
  • Student support services.
  • Examination support services.
  • Career assistance services.
  • Customer service.
  • Administrative matters.
  • Billing and payment administration.
  • Technical issues affecting access to learning resources.
  • Any other aspect of the services provided by Fortray.

2.3 This Policy does not apply to:

  • Requests for refunds, which are governed by the applicable Terms and Conditions.
  • Academic assessment outcomes where assessments are conducted by an independent awarding body.
  • Matters that are the subject of ongoing legal proceedings or regulatory investigations.
  • Complaints submitted anonymously where there is insufficient information to investigate the matter properly.

2.4 Time Limit for Complaints

Complaints should normally be submitted within six (6) months of the event or circumstances giving rise to the complaint. Fortray may, at its discretion, consider complaints submitted outside this period where reasonable grounds exist for the delay and a fair investigation remains practicable.

3. Definitions

For the purposes of this Policy:

  • Complaint: Any expression of dissatisfaction concerning the services provided by Fortray, whether justified or not, where a response, explanation, or resolution is expressly or implicitly sought.
  • Complainant: Any individual who submits a complaint under this Policy, including prospective students, current students, former students, graduates, or other individuals who have engaged with Fortray's services.
  • Student Success Manager (SSM): The primary point of contact assigned to support a student throughout their learning journey.
  • Formal Complaint: A written complaint submitted in accordance with this Policy where informal resolution has either been unsuccessful or the complainant chooses to proceed directly to the formal complaint process.
  • Complaint Resolution Officer: The individual authorised by Fortray to investigate complaints and communicate the Company's formal response.
  • Working Day: Monday to Friday, excluding public holidays observed in England and Wales.

4. Privacy, Confidentiality and Accessibility

  • Confidentiality: Fortray is committed to maintaining the confidentiality of all parties involved in the complaints process. Information relating to a complaint will only be disclosed to employees, managers, advisers, or external professionals where reasonably necessary for investigating, managing, or resolving the complaint.
  • Data Protection: Personal data collected, processed, or stored during the complaints process shall be handled in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and Fortray's Privacy Policy.
  • Record Retention: Records relating to complaints shall be retained in accordance with Fortray's document retention policies. Statistical, aggregated, or anonymised complaint data may be retained for quality assurance, training, compliance, and service improvement purposes.
  • Safeguarding: Where information disclosed during a complaint gives rise to concerns relating to safeguarding, risk of harm, fraud, criminal activity, or the safety and wellbeing of any individual, Fortray reserves the right to disclose relevant information where required by law or where reasonably necessary to protect legitimate interests.
  • Accessibility and Reasonable Adjustments: Fortray is committed to ensuring that this complaints process is accessible to all individuals. Reasonable adjustments will be considered and implemented, where appropriate, to enable complainants with disabilities, health conditions, or other accessibility requirements to access and participate fully in the complaints process. Where a complainant is unable to submit a complaint by email, alternative arrangements may be made upon request.

5. Complaint Handling Procedure

5.1 Stage One: Informal Resolution

Where appropriate, students are encouraged to raise concerns initially with their assigned Student Success Manager ("SSM"). Many issues can be resolved quickly through clarification, discussion, guidance, or corrective action without the need for a formal investigation.

The SSM will endeavour to provide a response or proposed resolution within three (3) working days of receiving the concern. Where the concern is resolved to the student's reasonable satisfaction, the matter will be considered closed. Where the issue remains unresolved, or the complainant remains dissatisfied with the outcome, the complainant may proceed to the Formal Complaint Process.

5.2 Stage Two: Formal Complaint

Formal complaints must be submitted in writing by email to [email protected].

The complaint should include:

  • Full name.
  • Student ID (where applicable).
  • Contact details.
  • The programme or service concerned.
  • A detailed description of the complaint.
  • Relevant dates.
  • Supporting evidence or documentation.
  • The outcome or resolution sought.

Failure to provide sufficient information may delay the investigation. Fortray will acknowledge receipt of a formal complaint within three (3) working days. The acknowledgement confirms receipt of the complaint only and does not constitute acceptance of any allegations made or admission of liability by Fortray.

The complaint will be assigned to a Complaint Resolution Officer or another suitably authorised individual who has not been directly involved in the matters complained of and who can conduct the investigation impartially wherever reasonably practicable. Fortray will investigate complaints fairly, objectively, and proportionately, taking into account all relevant information available.

During the investigation, Fortray may:

  • Review internal records.
  • Examine relevant communications.
  • Obtain statements from employees or relevant parties.
  • Request additional information from the complainant.
  • Consider any other evidence reasonably considered relevant.

The complainant is expected to cooperate reasonably with requests for information during the investigation.

Fortray aims to issue a written Final Response within twenty-eight (28) calendar days of acknowledging receipt of the complaint. Where additional time is reasonably required due to complexity, absence of key personnel, or exceptional circumstances, the complainant will be informed of the revised anticipated timescale.

The Final Response may include:

  • A summary of the investigation findings.
  • Whether the complaint is upheld, partially upheld, or not upheld.
  • Any remedial action considered appropriate.
  • Confirmation that the internal complaint process has concluded.

6. Appeal Procedure

If the complainant remains dissatisfied with the Final Response, they may submit a written appeal. Appeals must be submitted within ten (10) working days of receiving the Final Response.

The appeal must clearly explain:

  • Why the complainant believes the decision was incorrect.
  • Any procedural concerns relating to the investigation.
  • Any significant new evidence that was not reasonably available during the original investigation.

Appeals should be submitted to [email protected].

The appeal will be reviewed by a senior member of management or another authorised individual who was not directly involved in the original investigation wherever reasonably practicable.

The review will consider:

  • Whether the complaint procedure was followed correctly.
  • Whether all relevant evidence was appropriately considered.
  • Whether the decision reached was reasonable and supported by the available evidence.

Fortray will endeavour to issue its appeal decision within ten (10) working days of receiving the appeal. The appeal outcome constitutes Fortray's final internal decision and concludes the Company's internal complaints procedure.

Nothing in this Policy prevents a complainant from seeking independent advice or exercising any legal rights available to them.

7. Student Responsibilities

To assist in ensuring a fair and effective investigation, complainants are expected to:

  • Provide accurate and truthful information.
  • Raise concerns and complaints honestly and in good faith.
  • Cooperate with reasonable requests for additional information.
  • Treat employees, representatives, and other parties with courtesy and respect throughout the complaints process.
  • Refrain from making allegations that are knowingly false, malicious, abusive, defamatory, vexatious, or misleading.

Nothing in this section limits any person's legal right to express honest opinions or report genuine concerns.

8. Frivolous, Vexatious or Abusive Complaints

Fortray reserves the right to decline further investigation or close a complaint where it reasonably considers the complaint to be:

  • Repetitive without material new evidence.
  • Frivolous.
  • Vexatious.
  • Abusive.
  • Submitted in bad faith.
  • Primarily intended to harass, intimidate, disrupt operations, or cause inconvenience rather than resolve a genuine concern.

Any decision to limit or discontinue the investigation of a complaint under this section will be made fairly, reasonably, and proportionately, taking into account the circumstances of the particular case.

9. Continuous Improvement

Fortray values student feedback and recognises complaints as an important source of learning and service improvement. Complaint trends and outcomes may be reviewed periodically to:

  • Improve educational services.
  • Strengthen internal procedures.
  • Enhance student support.
  • Identify staff training requirements.
  • Reduce the likelihood of similar issues arising in the future.

10. Complaints Monitoring and Governance

Fortray is committed to maintaining an effective, fair, and transparent complaints process. To support continual improvement and good governance, complaint data and outcomes may be monitored and reviewed on a periodic basis.

10.1 Monitoring

Fortray may maintain records of complaints for the purpose of:

  • Identifying recurring issues or trends.
  • Monitoring response times and resolution outcomes.
  • Assessing the effectiveness of complaint handling procedures.
  • Identifying opportunities for service improvement.
  • Supporting staff training and development.

10.2 Management Review

Senior management may review complaint reports periodically to evaluate:

  • The volume and nature of complaints received.
  • Common causes of complaints.
  • The effectiveness and consistency of complaint resolutions.
  • Any systemic issues requiring corrective action.
  • Compliance with this Policy and other applicable internal procedures.

10.3 Corrective and Preventative Action

Where complaint trends indicate recurring concerns or weaknesses in services, systems, or procedures, Fortray may implement appropriate corrective or preventative measures, including:

  • Amendments to policies or procedures.
  • Additional staff training.
  • Improvements to student communications.
  • Enhancements to educational services or support processes.
  • Any other actions reasonably considered necessary to reduce the likelihood of similar issues arising in the future.

10.4 Reporting and Confidentiality

Management information generated from complaint records may be used for governance, quality assurance, compliance, and service improvement purposes. Unless required by law or legitimate business necessity, reports produced for monitoring and governance purposes will use anonymised or aggregated information wherever reasonably practicable.

11. Policy Review

Fortray reserves the right to amend, update, replace, or withdraw this Policy from time to time to reflect operational requirements, legal developments, regulatory guidance, or recognised best practice.

The most current version of this Policy will be published on the Fortray website and will take effect from the date of publication.