Student & Stakeholder Complaints Procedure
CHE is committed to providing high-quality educational and clinical services. We take all complaints seriously and aim to resolve them promptly, fairly and confidentially. We view complaints as a valuable source of feedback to improve our services.
This policy applies to complaints from current and former students, applicants, and other stakeholders. It complies with the requirements of the Office of the Independent Adjudicator for Higher Education (OIA) and the Consumer Rights Act 2015 where applicable.
A complaint is an expression of dissatisfaction — whether or not ultimately justified — about the standard of service, the behaviour of CHE staff, or any action or omission by CHE.
Complaints may be made in person, by telephone, by email, or in writing. Please provide:
A complaint letter template is available from the Programme Administrator on request.
Most complaints can be resolved informally. Raise the matter with the relevant Module Leader or Administrator at the earliest opportunity.
Timescales: acknowledgement within 5 working days; full response within 20 working days.
If you are not satisfied with the Stage 1 response, you may escalate to a formal complaint by writing to the Head of Academic Operations within 5 working days of receiving the Stage 1 response. Your letter should explain why you remain dissatisfied and the outcome you are seeking.
Timescales: acknowledgement within 5 working days; full response within 20 working days.
If your Stage 2 complaint has not been resolved to your satisfaction, or if your complaint relates directly to the Head of Academic Operations, you may escalate formally to the CEO. Your written submission should enclose all previous correspondence, explain why you remain dissatisfied, and state the outcome you are seeking.
Timescales: acknowledgement within 5 working days; full response within 20 working days. The CEO’s decision is final within CHE’s internal complaints process.
Following completion of CHE’s internal complaints process, eligible students may refer unresolved complaints to the OIA (oiahe.org.uk) or the Society of Homeopaths as appropriate.
Where a complaint is particularly complex, CHE may extend the timescales above. If this occurs, you will be informed of the reason for the delay, current progress, and the new expected response date.
We will treat all complainants with courtesy and fairness and expect the same in return. Your complaint will be handled in confidence. Complainants will not be disadvantaged as a result of using this procedure.
All complaints are logged by the Administrator to enable CHE to monitor patterns, identify improvements and review the effectiveness of this policy annually. All personal data is handled in accordance with our Data Protection Policy.
CHE Health and Wellbeing Ltd
4th Floor, 100 Fenchurch Street, London EC3M 5JD
Email: [email protected]
Tel: 020 3405 4580
