Feedback and Complaints
At the Oxford Scholars Programme (OSP), we value the experiences and perspectives of our scholars and their families. Feedback is central to our commitment to continuous improvement, and complaints are handled with fairness, confidentiality, and transparency.
- Raising a concern or complaint will not negatively affect a scholar’s standing or experience on the programme.
Providing Feedback
- During the programme through our feedback form, informal conversations or scheduled meetings with staff.
- After the programme via our online feedback form shared with scholars.
- At any time, by using the feedback and suggestions form below to share general feedback, ideas, or recommendations.
Complaints Procedure
How to Submit a Complaint
Complaints should preferably be submitted via our online Complaints Form, available on our website. This ensures concerns are documented clearly and handled fairly.
Important: If your concern relates to immediate safety or safeguarding, please contact us directly at the emergency contact details provided, rather than using the complaints form.
Complaints Handling Process & Timelines
Step 1: Submission
The complaint is submitted via the online form, clearly outlining the issue and relevant details.
Step 2: Acknowledgment
We will acknowledge receipt of the complaint and may request clarification or additional information if required.
Step 3: Investigation (within 10–15 working days)
Once the issue is fully understood, an internal investigation will begin promptly. This may involve reviewing documentation, speaking with relevant staff, and assessing programme records.
Step 4: Communication of Findings
We will contact you to share our findings and work towards a fair and mutually agreeable resolution.
Step 5: Further Review (if requested)
If dissatisfied, you may request a review by a senior member of the leadership team not previously involved in the initial investigation.
Step 6: Final Response (within 5 working days of review completion)
You will be informed of the final outcome as soon as possible. This response represents OSP’s final position on the matter.
All complaints are handled confidentially and shared only with staff directly involved in the investigation and resolution process.
Escalation of Complaints:
If you remain dissatisfied after completing OSP’s internal complaints process, you may escalate your complaint to an independent accrediting body.
The British Accreditation Council (BAC) accredits the Oxford Scholars Programme as a short course provider and maintains its own complaints procedure. Full details can be found on the BAC website.
