Code of Practice for Complaints

1. Introduction

Rody O’Brien Legal Education is committed to providing a high standard of tuition and support to all students and clients. We recognise that, on occasion, a student or client may be unhappy with an aspect of our service. This Code of Practice sets out how such concerns are raised, handled and resolved in a fair, transparent and timely manner.

2. Purpose and Scope

This Code applies to complaints made by students, prospective students, or other clients about the standard of service they have received, including tuition delivery, course materials, administration, communication, or any other aspect of our operations.

This Code does not cover:

• Academic decisions made by external examining or accrediting bodies, for example the results of FE-1 examinations set by the Law Society of Ireland, or accreditation decisions made by an external CPD regulator. These fall outside our control and should be raised directly with the relevant body.
• Matters that are, or become, the subject of legal proceedings.
• Complaints from employees, which are addressed under our internal Grievance Procedure.

3. Our Commitment

When handling a complaint, we commit to:

• treat every complaint seriously, fairly and without bias
• acknowledge complaints promptly
• keep the complainant informed of progress
• investigate complaints thoroughly and objectively
• maintain confidentiality throughout, so far as is consistent with a proper investigation
• ensure no student or client is disadvantaged for having made a complaint in good faith
• use the lessons learned from complaints to improve our service where appropriate

4. How to Make a Complaint

Stage 1: Informal Resolution

Many concerns can be resolved quickly and informally. In the first instance, we encourage students and clients to raise any concern directly with the staff member concerned, or with the Complaints Officer, by phone or email. We will make every reasonable effort to resolve the matter at this stage within 5 working days.

Stage 2: Formal Complaint

If a concern is not resolved informally, or is of a nature that warrants formal consideration, it should be submitted in writing to the Complaints Officer, setting out:

• the nature of the complaint
• relevant dates and individuals involved
• any supporting documentation
• the outcome the complainant is seeking

We will acknowledge receipt within 5 working days, investigate the matter, which may include seeking further information from the complainant or other relevant parties, and issue a written response setting out the outcome and reasoning within 20 working days of acknowledgement. Where this is not possible because of the complexity of the matter, we will write to the complainant explaining the delay and giving a revised timeframe.

Stage 3: Escalation

If the complainant remains dissatisfied following the Stage 2 response, they may request that the matter be reviewed by the Principal. This request should be made in writing within 10 working days of receiving the Stage 2 outcome, setting out the grounds on which the original outcome is disputed. The Principal will review the handling and outcome of the complaint and issue a final written decision within 20 working days. This is the final stage of our internal complaints process.

5. Confidentiality and Records

All complaints are handled confidentially and information is shared only with those who need it to investigate and resolve the matter. Records of complaints and their outcomes are retained in accordance with our data protection and retention policies, and are used to help us identify trends and improve our service.

6. Review of this Code

This Code of Practice is reviewed periodically to ensure it remains fit for purpose and reflects current practice.

7. Contact Us

By email: [email protected].