ACQ London – Conflict Resolution Policy1

At ACQ London, we are committed to maintaining a positive, respectful, and supportive learning environment. We understand that disagreements, misunderstandings, or disputes may occasionally arise between students, staff, or the institution. This Conflict Resolution Policy provides a clear framework for resolving such issues in a fair, transparent, and timely manner.

1. Principles of Conflict Resolution

Our approach to conflict resolution is guided by the following principles:

  • Fairness: All parties will be treated with dignity, respect, and impartiality.
  • Transparency: Processes and decisions will be clearly communicated.
  • Confidentiality: Complaints and disputes will be handled sensitively, with information shared only with those directly involved.
  • More than 30 days have passed since the start date, or
  • Timeliness: Issues will be addressed promptly to minimise disruption to learning.

2. Informal Resolution

  • Students are encouraged to resolve issues at the earliest opportunity through informal discussion.
  • Concerns should first be raised with the relevant tutor, course coordinator, or member of staff,
  • Many disputes can be resolved quickly and amicably at this stage without formal procedures.

3. Formal Complaints Procedure

If the issue cannot be resolved informally, students may lodge a formal complaint.

  • Complaints must be submitted in writing to edu@acqlondon.co.uk.
  • The complaint should include the student’s name, course details, a clear description of the issue, and any supporting evidence.
  • Formal complaints will be acknowledged within 5 working days.
  • A thorough investigation will be carried out, and a written response provided within 20 working days.

4. Appeals

  • If a student is not satisfied with the outcome of their complaint, they may submit an appeal within 10 working days of receiving the decision.
  • Appeals will be reviewed by a senior member of staff or an independent panel not involved in the original investigation.
  • A final decision will be communicated in writing within 20 working days of the appeal submission.

5. Mediation and External Resolution

  • In cases where internal procedures do not resolve the matter, ACQ London may recommend independent mediation.
  • Students also have the right to escalate their complaint to relevant external bodies or regulators in the UK if appropriate.

6. Protection from Retaliation

  • Students who raise concerns or complaints in good faith will not face retaliation or adverse treatment.
  • ACQ London is committed to ensuring that the complaints process does not disadvantage any student academically or professionally.

7. Record Keeping

  • All complaints and outcomes will be documented and stored securely in line with data protection laws.
  • Records will be reviewed periodically to identify patterns and improve institutional practices.

Conclusion

This Conflict Resolution Policy ensures that disputes at ACQ London are handled fairly, respectfully, and effectively. By providing a clear pathway for raising and resolving concerns, we aim to maintain a learning environment where students feel supported and valued.

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