Learner Complaints Procedure
Version 1.0 | Effective from 1 September 2026
OSHTREE is committed to providing a fair, professional and responsive service. This procedure explains how learners and prospective learners can raise a concern or complaint and how OSHTREE will review and respond to it.
1. What Can Be Raised as a Complaint
A complaint may relate to course information, enrolment, fees, learning support, tutor or staff conduct, facilities, online learning services, administration, assessment services provided by OSHTREE, communication, accessibility or any other aspect of the learner experience. Assessment appeals that are governed by a separate appeals procedure will normally be handled under that procedure.
2. Informal Resolution
Where appropriate, learners are encouraged to raise a concern first with the relevant tutor, administrator or staff member so that it can be resolved quickly. If the matter is serious, sensitive, unresolved, or the learner does not wish to use the informal route, a formal complaint may be submitted immediately.
3. How to Submit a Formal Complaint
A formal complaint should be submitted through the OSHTREE complaint form or by the published contact method. The learner should provide their name and contact details, course or qualification (where applicable), a clear description of the issue, relevant dates, any supporting evidence and the outcome they are seeking. Anonymous complaints may be considered where sufficient information is available, but this can limit the investigation.
4. Acknowledgement and Review
OSHTREE will acknowledge a formal complaint within 3 working days. The complaint will be allocated to an appropriate person who is not directly involved in the matter wherever reasonably possible. The reviewer may contact the complainant or relevant staff for further information and will consider the available records and evidence fairly.
5. Response Time
OSHTREE aims to provide a written outcome within 10 working days of receiving a complete complaint. If additional time is required because the matter is complex or information is awaited, the complainant will be informed of the reason and given an updated expected response date.
6. Confidentiality and Fair Treatment
Complaints will be handled sensitively and information will be shared only with those who need it for review, investigation, quality assurance or compliance purposes. A learner will not be disadvantaged for raising a genuine complaint in good faith. Appropriate records of the complaint, investigation and outcome will be retained securely.
7. Outcome and Corrective Action
The written outcome will explain whether the complaint is upheld, partly upheld or not upheld and, where appropriate, any corrective action or improvement that OSHTREE will take. Possible actions may include clarification, apology, correction of records, additional support, service improvement, staff action or another proportionate remedy.
8. Request for Review / Appeal
If the complainant is dissatisfied with the outcome, they may request a review within 10 working days of the decision. The request should explain why the original outcome is considered incorrect or incomplete and provide any new relevant information. Where possible, the review will be conducted by a person who was not responsible for the original decision. A final internal response will normally be issued within 10 working days.
9. External Escalation
Where the complaint concerns a qualification or service connected to an external awarding organisation or regulatory body, the learner may have a further right to escalate the matter after OSHTREE’s internal procedure has been completed. OSHTREE will provide the applicable external route and contact information where relevant. Any external escalation will be subject to the rules and scope of the organisation concerned.
10. Monitoring and Improvement
OSHTREE will periodically review complaint records to identify recurring issues, trends and opportunities for improvement. Actions arising from complaints may be incorporated into staff development, course review, learner support and quality assurance activities.
11. Contact and Website Use
Learners should use the OSHTREE online complaint form or the official contact details published on the OSHTREE website. The complaint form is the submission route; this Complaints Procedure explains how the complaint will be handled after it is received.
Service Standards at a Glance
| Formal complaint acknowledgement | Within 3 working days |
| Initial written outcome | Normally within 10 working days |
| Request for review | Within 10 working days of the outcome |
| Final internal review response | Normally within 10 working days |