Complaints Policy and Procedure
Reading Borough Council (RBC) has a comprehensive complaints policy. This procedure is an addition to that policy, specifying which complaint form to use and which directorate New Directions is in.
This procedure is necessary to allow a learner who has a query or concern which requires investigating, to be responded to comprehensively and promptly.
The RBC definition of a complaint is, "an expression of dissatisfaction requiring a response."
RBC does not have a refunds policy. In the absence of this, New Directions has created an internal refunds procedure which details eligible cases and the process to be followed by both the learner and the Customer Relations Team (CRT). The refund policy is referenced in the New Directions Course Guide, detailed in the Learner Handbook, is available for staff and tutors on New Directions virtual learning network (Moodle) and a hard copy kept at each centre's reception. The RBC legal team has approved the principals of the procedure.
Complaints and Refunds Policy 2015-16