Attendance Policy
Policy statement
UKMC English Academy wants to ensure that students have access to high-quality courses and that they have the opportunity to achieve their full potential. A key factor in achieving this is regular attendance and consistent punctuality.
Policy aim
This policy ensures that students are fully aware of:
· the actions necessary to promote good attendance
· the disciplinary procedure in case of repeated absence
· who can request a holiday and how
· what to do if they want to finish their course early
Key contacts
| Role | Name | Contact Details |
| Principal | Adele Higgins | adele@ukmcglobal.com |
| Head of English | Lucas Bak | lucas@ukmcglobal.com |
| Customer Services Manager | Mobina Majeed | mobina@ukmcglobal.com |
Attendance
Lateness
UKMC English Academy encourages a positive environment for learning and therefore recognises that persistent lateness by some students can have a negative effect on the whole class and learning process. To minimise this, students must be on time for class. Students who are more than 5 minutes late will be allowed to attend the class but will be marked as ‘late’. Repeated lateness will be raised to the management team and will be treated as disciplinary issue (see later section on disciplinary procedures).
However, we do recognise that students often have good reasons for being late for class. In these cases, please ring 0161 4780015 before the start of class and you teacher will be notified.
Absence
Students at UKMC Manchester Academy must attend all scheduled classes. In some cases, students may apply for an authorised absence from a member of academic management in advance.
Authorised Absences
Please note that only the below instances are considered authorised absences.
- Medical appointments
- Sickness with a doctor’s note
- Complying with C-19 regulations
- Police appointments
- Visa/passport office appointments
- Embassy appointments
- Job Centre appointments
- Family emergencies
- Religious holidays
To have any of the above authorised, students must provide evidence, for example: a doctor’s note or an appointment letter. Evidence must be given in advance to a member of academic management.
Unauthorised Absences
These instances are not valid reasons for absence:
- Leisure or work-related appointments and activities
- Sickness without a doctor’s note
- Non urgent family appointments and activities
- Minor illnesses
- Any authorised absence that was not requested in advance
If someone else is paying for the course or if the student is under 18
If someone else pays for your course (employer or school), we must inform them of the absence request, which they might refuse. For over 18s, the school will report any absence longer than 3 days. For under 18s all absences are reported to relevant stakeholders (parents, agents, embassy etc).
Disciplinary Procedure for Repeated Absence
At UKMC English Academy we are proud of the courses we deliver and want them to meet the needs of our students. We recognise part of our responsibility is having a robust attendance policy, which consists of 4 parts:
· Stage 1– Initial Talk- When a student’s attendance falls below 90%, a member of academic management will speak to the student to call attention to the attendance rate and check with the student if there are any reasons for the falling attendance. The aim is to find the reason for the issue and find a solution.
· Stage 2– Verbal Warning- In the two weeks following the initial talk, the student’s attendance will continue to be monitored. When attendance drops further or continues to be poor, a verbal warning will be issued by a member of academic management. Again, we will try to understand the reason for the issue to find a solution. Stakeholders such as parents or sponsors may be informed at this time.
· Stage 3– Written warning- In the two weeks following the verbal warning, the student’s attendance will continue to be monitored. When attendance drops further or continues to be poor, a written warning will be issued by the Principal. Again, we will try to understand the reason for the issue to find a solution. Stakeholders such as parents or sponsors will be informed.
· Stage 4– Final warning- In the two weeks following the written warning, the student’s attendance will continue to be monitored. When attendance drops further or continues to be very poor, a final warning will be issued by the Principal. Again, we will try to understand the reason for the issue to find a solution. Stakeholders such as parents or sponsors will be informed and counselled on the consequences of exclusion.
· Exclusion– Following persistent attendance issues, UKMC English Academy will ask the student to leave the course immediately. No refund will be given. This is an extremely rare outcome but it is possible. Please note that under certain circumstances and under its terms and conditions, UKMC English Academy reserves the right to accelerate the process.
Certificates
At the end of their course, students are given a certificate that shows the number of hours and type of course completed (mapped to the respective CEFR level) and the dates the student attended. To receive a certificate, students must have an overall attendance of at least 80%. Students failing to attend 80% of their lessons will receive a letter confirming their presence on the course. In exceptional circumstances and at the sole discretion of the principal, students with less than 80% attendance may be given a certificate. These requests should be made in writing to the principal.
Absence due to special circumstances
Students are entitled to 4 weeks for maternity. This is counted as holiday and those missed weeks can be added onto the end of their course. To apply for maternity leave we need a medical note which confirms that the student is pregnant. This note must be given to the Principal. Being absent from class to look after a child it is not an authorised absence. Students who require a holiday for any other special circumstances should discuss it with a member of academic management.
Holidays
Students on a course for less than 12 weeks are not allowed a holiday. Students on a course for 12 weeks or more get 1 week of holiday allowance for each 12 weeks of course. Holidays are scheduled into the academic programme and cannot be taken in advance.
Holidays can be requested by contacting a member of academic management.
Students are also entitled to 8 UK bank holidays. UKMC English Academy will be closed on those days.
Withdrawal from a UKMC English Academy course
If a student wants to finish their course early or has any doubts about continuing on their course, they should discuss the issue with a member of academic management team before making their final decision. If a student decides to leave their course early, they must inform a member of academic management in writing of their reasons and give them their final date at school.
Leaving UKMC English Academy early and visa implications
If you are on a visa and leave the school earlier than your original course end date, UKMC English Academy is required to inform the Home Office. This may affect your visa status.
Complaints Policy
Policy statement
UKMC English Academy is committed to providing the highest standard of services to students, parents, stakeholders and other organisations. However, UKMC English Academy recognises that they may be unhappy with the service they receive or may feel like they have been treated unfairly. UKMC English Academy recognises that students, parents and agencies:
• have the right to raise concerns or complaints
• have access to clear information on how to voice complaints and concerns.
Policy aim
This policy aims to provide students, parents and stakeholders with a clear pathway to address any concerns or resolve any issues, and to ensure that complaints are dealt with seriously, professionally and confidentially.
Key contacts
| Name | Role | Contact details |
| Adele Higgins | Principal | In person on premises or by email: adele@ukmcglogal.com |
| Lucas Bak | Head of English | In person on premises or by email: lucas@ukmcglogal.com |
| Student Welfare Officer | In person on premises or by email: | |
| Director |
In writing: UKMC English Academy, City View House, 5 Union Street, Manchester, M12 4JD
|
UKMC English Academy Complaints Procedure
If a student, parent or stakeholder is unhappy with any aspect of their course with UKMC English Academy, they should:
• Contact the Principal in person, or by email, explaining exactly what the problem is. She will then record the complaint and discuss with the relevant members of staff. The person making the complaint will be informed of any action he may feel necessary to resolve the issue. If the Principal is unavailable, the Head of English will act on her behalf
• If, after this, you feel that you have still not received an acceptable resolution to your problem, please contact the Director by post, detailing your complaint.
UKMC English Academy will deal with complaints in line with its privacy policy.
Complaints Procedures
UKMC English Academy is committed to delivering a high-quality service and encourages its students and stakeholders tell it where there is cause for concern and a case for improvement.
At the same time it is expected that in raising possible issues of complaint, students will have observed their obligations as members of the academy, through meeting their course commitments and a level of general behaviour that accords with UKMC English Academy’s Student Code of Conduct.
We aim to handle complaints in a way that:
- Is fair and efficient
- Treats complaints with seriousness, sympathy and confidentiality
- Facilitates early resolution
- Allows UKMC English Academy to learn from the experience
How to Complain
This procedure outlines a number routes to be used by a student or stakeholder depending on the seriousness of the complaint. The following list indicates examples of the type of complaint covered by this procedure:
- Misinformation about your course
- Poor teaching or supervision
- Insufficient facilities
- The behaviour of a member of staff
- The behaviour of another student
- A failing in the provision of a UKMC English Academy service
Do remember that complaints will not always produce the outcome you are looking for. For instance, policy decisions or resourcing beyond the UKMC English Academy’s control may affect the level of service provided.
However, whatever the decision, we undertake to inform you of the result of a complaint and the reasons for it.
Sensitive Issues/Complaints
If you have an issue which is not about the UKMC English Academy’s services or teaching but instead relates to a more sensitive and personal issue such as harassment, you can refer to the organisation’s separate procedures on anti-bullying and harassment which sets out what action you can take. Alternatively you can contact the Student Welfare Officer , Head of English or Principal who will talk with you in confidence; you can then decide how to proceed.
UKMC English Academy Guarantee
If you have a concern, do not hesitate to raise it. We would like to hear from you as early as possible to resolve the problem and to put things right for the future.
We welcome your views and suggestions. We will monitor all comments and complaints, treat them seriously and follow our procedures and timescales. We will always endeavour to continuously improve our service.
The Complaints Procedure
STAGE 1
Complaints of a minor nature should be raised immediately with the member of staff responsible with the aim of resolving the problem directly and informally. It is anticipated that the vast majority of complaints will be resolved in this way. If you are on a course or programme managed by the English Academy, you can approach the Student Welfare Officer or Head of English.
Our feeling is that the majority of complaints/issues/problems are capable of being resolved at Stage 1 within a target of 10 working days.
For customers / stakeholders who are not students, you may approach the member of staff concerned, alternatively follow Stage 2 of these procedures.
Stage 1 will generally be an oral process where we will endeavour to resolve the complaint with you. If you are still not satisfied with the response to your complaint, you should follow stage 2 of the procedure outlined below.
STAGE 2
UKMC English Academy appreciates that there may be occasions where the above process is inappropriate and that a more formal approach is necessary.
Where it has not been possible to resolve matters to your satisfaction under Stage 1, you should write to the Principal. This can be by letter or by using the UKMC English Academy’s Complaints Form which is available from reception.
Your complaint must be specific and comprehensively documented. You should present full details, including your name and address, any relevant documentation, and dates, locations and witnesses as appropriate. You should also detail any previous unsuccessful attempts at resolution. Finally, you should state what reasonable steps should be taken to resolve the complaint.
The Principal will then approach the relevant member of staff on your behalf to try to facilitate the resolution of your complaint.
You should expect to receive an acknowledgement from the Principal of your written complaint within 10 working days. It is our aim that most complaints under Stage 2 should be resolved within 28 days. You will be informed if there is likely to be any delay in the process.
The Principal will notify you in writing of the result of your complaint and the reasons for the decision. If your complaint is about the Principal, you can approach the Director who will designate another manager to try to resolve the issue.
STAGE 3
If the complaint remains unresolved under Stage 2 to your satisfaction, you can write directly to the Director. Please provide full details of your concern in your letter which will be acknowledged prior to an investigation. Normally you will receive a full response within 10 working days.
STAGE 4
If despite the best efforts of the Director, you still remain concerned, you can take help any lawyer or legal advisor to investigate your complaint. However, you must have the followed stages 1-3 above before doing so.
UKMC Mission Statement and Values
Our mission
Our vision is to empower individuals to make significant contributions to their working and personal lives, and to be more fulfilled in their personal objectives. To help each person, we work with them to realise their potential, set objectives and make plans to achieve them.
We believe that success is the continuing journey towards new goals.
Our values
- promote lifelong learning
- reward and celebrate success
- support all learners
- involve all staff
- support equality of opportunity for staff and learners
- encourage self-review and continuous improvement
- provide exemplary service, high quality training, advice and guidance to enable you to achieve your personal goals and move forward in your life and career
UKMC English Academy Student Code of Conduct
Student Code of Conduct, Disciplinary and Exclusion Policy Policy Statement
UKMC English Academy believes that everyone has a right to learn and work in a polite, respectful environment. We believe that everyone should be treated with dignity and respect, regardless of age, gender, ability, language, religion, race, nationality, sex, sexuality, culture or disability (more information on how the school deals with discrimination can be found in our Equality Policy, available from our website). UKMC English Academy will not tolerate any behaviour that affects wellbeing or the ability to learn or work (including harassment, bullying and violence).
Policy Aim
This policy ensures that students are aware of:
· The rules on behaviour and what is acceptable and unacceptable under the Code of Conduct.
· What happens if a student breaks the code of conduct i.e. disciplinary action.
This policy applies to all UKMC English Academy students, online or on premises. It also applies when they are outside our premises, such as during trip organised by the academy or at a student’s homestay accommodation or other residence. Please refer to our Disciplinary Policy in case of unacceptable behaviour from a contractor (including homestay hosts) or employee.
Key contacts
| Name | Role | Contact details |
| Adele Higgins | Principal | In person, or by email:
adele@ukmcglobal.com |
| Lucas Bak | Head of English | In person, or by email:
lucas@ukmcglogal.com |
| tba | Student Welfare Officer |
Code of Conduct
UKMC English Academy expects everyone to follow a basic set of rules. The academy may take action on students who break these rules – this procedure is described in “The Disciplinary Process” section below.
All students
All students (studying on premises or online) should:
- Treat themselves, other students, staff and their environment with respect and care
- Cooperate with other students, teachers and staff. Listen to them and wait for their turn to speak
- Value and promote equality
- Attend all their classes and be on time
- Speak English during the class and around the academyl (if appropriate)
- Help create a good atmosphere for learning by participating in classes, asking teachers for and following advice on learning
- Use polite language. Swear words, inappropriate topics or insults will not be tolerated
- Respect the laws of their country of residence, including visa laws if needed
- Only use your phone for learning
- Dress appropriately
- Behave appropriately.
Additional rules for online students
Online students should:
- Use their name and surname to enter the classroom (in Latin letters)
- Not share the Zoom class meeting IDs
- Attend class individually (not with a sibling/parent/friend etc). If there are other people in the room, they should not be participating
- Attend class in a quiet space which has good ventilation and is well lit. Participating whilst in bed, on the street or in a noisy room is not acceptable
- Dress appropriately as if they were attending a regular face-to-face class
- Have their video on (when appropriate)
- Never take screenshots or screen recordings of a lesson.
- Switch the video off when temporarily leaving the class i.e. going to the kitchen or bathroom.
Please note that these lists are non-exhaustive.
The Disciplinary process
This section details what will happen if unacceptable behaviour is reported or seen. Please note that any students in breach of the code of conduct may be temporarily removed from classes while the issue is being addressed. They will then be spoken to by a member of staff
regarding the issue, either in person or online. For students under 18, stakeholders will be informed.
Minor or first-time incident and informal help
If a student does not follow the rules set in the code of conduct, and the issue is small, the Principal or the Head of English may informally warn a student and explain why their behaviour is not good enough and give them an opportunity to change their behaviour. This kind of day-to-day help is part of normal school life and will not be part of a disciplinary record although it may show that a student was aware that their behaviour was not good enough.
Repeated or serious misbehaviour and formal action
What is a misconduct
If minor misbehaviour continues, or if something more serious happens, this is called a misconduct. Some examples of misconduct are:
• Repeated poor attendance (please see our Attendance Policy for more details)
• Repeated use of native language in class or any behaviour that negatively affects the learning of others
• Swearing or hurtful language
• Repeated carelessness with school facilities
• Harassment, threatening behaviour, bullying or violence
• Hate incidents or crimes related to someone’s race, disability, religion, gender identity or sexuality
• Vandalism (destroying property) or theft
• Drug possession, consumption or dealing
• Smoking or drinking alcohol in class, on UKMC premises or anywhere by under 18 students
• Breaking the law.
What happens in a case of misconduct
Interview
When misconduct is reported or seen, UKMC English Academy will talk to everyone involved and record discussions in writing. People involved will be able to tell the academy their version of what happened. In this interview, a member of staff will be present to ask questions and take notes. If requested, another person, for example, another member of staff, another student or a personal friend can attend. A record will be kept of all interviews including the date, time and signatures.
Results
Following the interviews, UKMC English Academy will use this information along with any other evidence available to make a decision. The academy will decide to either:
· Take no further action
· Give a verbal warning
· Give a written warning
· If the behaviour reoccurs, or the problem is more serious, UKMC English Academy may issue a final warning or the student may be permanently excluded from the academy.
All decisions and the reasons for these are recorded in writing.
When giving warnings, UKMC English Academy will normally move from verbal warnings to written and then final warnings before excluding the student. If the incident is very serious, however, the academy can skip some steps. For example, the Principal can expel a student immediately, without notice or refund. The next section will explain how the academy reviews evidence and makes a final decision.
Please also note that where a crime is suspected to have happened, UKMC English Academy will immediately contact the police.
Review of Circumstances
UKMC English Academy can decide if a student should be excluded or not. Before reaching a final decision, the Principal will:
· Review the evidence
· Meet with the student
· Talk with the Head of English and other members of the teaching and support staff as needed
· Consider relevant mitigating or aggravating factors
Here are a few possible mitigating factors:
- Was the student provoked, bullied or abused by others?
- Could the student’s medical or emotional wellbeing or their cultural background explain their behaviour?
- Is the student new to the academy? Could they have been unaware of the seriousness of their behaviour of the code of conduct?
- Was the student forced or encouraged by others?
- Is this the first time this has happened? Is it possible that it will happen again?
- Did the student admit the offence? Apologise? Show they are sorry and accept responsibility? Is the student cooperating?
And here are a few examples of possible aggravating factors:
· Having or using a weapon
· The victim(s) was/were physically injured and needed medical attention
· The victim was younger or more vulnerable
· The student ignored previous warnings about their behaviour or the risk of exclusion, or refused support offered by the academy
· The offense was planned or calculated
· The student shows no signs of remorse, is unwilling to accept responsibility or refuses to cooperate.
In the case of a hate incident or crime
There is a special case for hate incidents/crimes, which is explained in this section. A hate incident is an act of violence or hostility because of one of the following things:
· disability
· race
· religion
· gender identity
· sexual orientation
Anyone who thinks this has happened to them can report it to the police, and it will be investigated as a hate incident. When hate incidents become criminal offences they are known as hate crimes. UKMC English Academy will assist the victim throughout – explain what their options are, assist them with reporting the incident/crime to the police, and if necessary, help them seek further help (counselling, contacting appropriate organisations or charities etc).
Complaints
In the event a student feels unfairly treated, please refer to our Complaints Policy.
Supplementary Documents
This policy is supported by others such as:
- Child Protection Policy
- Vulnerable Adults Policy
- Anti-Bullying Policy
- Attendance Policy
- Equality policy
These are referenced when appropriate.
- UKMC English Academy Attendance Policy
-
Attendance Policy
Policy statement
UKMC English Academy wants to ensure that students have access to high-quality courses and that they have the opportunity to achieve their full potential. A key factor in achieving this is regular attendance and consistent punctuality.
Policy aim
This policy ensures that students are fully aware of:
· the actions necessary to promote good attendance
· the disciplinary procedure in case of repeated absence
· who can request a holiday and how
· what to do if they want to finish their course early
Key contacts
Role Name Contact Details Principal Adele Higgins adele@ukmcglobal.com Head of English Lucas Bak lucas@ukmcglobal.com Customer Services Manager Mobina Majeed mobina@ukmcglobal.com Attendance
Lateness
UKMC English Academy encourages a positive environment for learning and therefore recognises that persistent lateness by some students can have a negative effect on the whole class and learning process. To minimise this, students must be on time for class. Students who are more than 5 minutes late will be allowed to attend the class but will be marked as ‘late’. Repeated lateness will be raised to the management team and will be treated as disciplinary issue (see later section on disciplinary procedures).
However, we do recognise that students often have good reasons for being late for class. In these cases, please ring 0161 4780015 before the start of class and you teacher will be notified.
Absence
Students at UKMC Manchester Academy must attend all scheduled classes. In some cases, students may apply for an authorised absence from a member of academic management in advance.
Authorised Absences
Please note that only the below instances are considered authorised absences.
- Medical appointments
- Sickness with a doctor’s note
- Complying with C-19 regulations
- Police appointments
- Visa/passport office appointments
- Embassy appointments
- Job Centre appointments
- Family emergencies
- Religious holidays
To have any of the above authorised, students must provide evidence, for example: a doctor’s note or an appointment letter. Evidence must be given in advance to a member of academic management.
Unauthorised Absences
These instances are not valid reasons for absence:
- Leisure or work-related appointments and activities
- Sickness without a doctor’s note
- Non urgent family appointments and activities
- Minor illnesses
- Any authorised absence that was not requested in advance
If someone else is paying for the course or if the student is under 18
If someone else pays for your course (employer or school), we must inform them of the absence request, which they might refuse. For over 18s, the school will report any absence longer than 3 days. For under 18s all absences are reported to relevant stakeholders (parents, agents, embassy etc).
Disciplinary Procedure for Repeated Absence
At UKMC English Academy we are proud of the courses we deliver and want them to meet the needs of our students. We recognise part of our responsibility is having a robust attendance policy, which consists of 4 parts:
· Stage 1– Initial Talk- When a student’s attendance falls below 90%, a member of academic management will speak to the student to call attention to the attendance rate and check with the student if there are any reasons for the falling attendance. The aim is to find the reason for the issue and find a solution.
· Stage 2– Verbal Warning- In the two weeks following the initial talk, the student’s attendance will continue to be monitored. When attendance drops further or continues to be poor, a verbal warning will be issued by a member of academic management. Again, we will try to understand the reason for the issue to find a solution. Stakeholders such as parents or sponsors may be informed at this time.
· Stage 3– Written warning- In the two weeks following the verbal warning, the student’s attendance will continue to be monitored. When attendance drops further or continues to be poor, a written warning will be issued by the Principal. Again, we will try to understand the reason for the issue to find a solution. Stakeholders such as parents or sponsors will be informed.
· Stage 4– Final warning- In the two weeks following the written warning, the student’s attendance will continue to be monitored. When attendance drops further or continues to be very poor, a final warning will be issued by the Principal. Again, we will try to understand the reason for the issue to find a solution. Stakeholders such as parents or sponsors will be informed and counselled on the consequences of exclusion.
· Exclusion– Following persistent attendance issues, UKMC English Academy will ask the student to leave the course immediately. No refund will be given. This is an extremely rare outcome but it is possible. Please note that under certain circumstances and under its terms and conditions, UKMC English Academy reserves the right to accelerate the process.
Certificates
At the end of their course, students are given a certificate that shows the number of hours and type of course completed (mapped to the respective CEFR level) and the dates the student attended. To receive a certificate, students must have an overall attendance of at least 80%. Students failing to attend 80% of their lessons will receive a letter confirming their presence on the course. In exceptional circumstances and at the sole discretion of the principal, students with less than 80% attendance may be given a certificate. These requests should be made in writing to the principal.
Absence due to special circumstances
Students are entitled to 4 weeks for maternity. This is counted as holiday and those missed weeks can be added onto the end of their course. To apply for maternity leave we need a medical note which confirms that the student is pregnant. This note must be given to the Principal. Being absent from class to look after a child it is not an authorised absence. Students who require a holiday for any other special circumstances should discuss it with a member of academic management.
Holidays
Students on a course for less than 12 weeks are not allowed a holiday. Students on a course for 12 weeks or more get 1 week of holiday allowance for each 12 weeks of course. Holidays are scheduled into the academic programme and cannot be taken in advance.
Holidays can be requested by contacting a member of academic management.
Students are also entitled to 8 UK bank holidays. UKMC English Academy will be closed on those days.
Withdrawal from a UKMC English Academy course
If a student wants to finish their course early or has any doubts about continuing on their course, they should discuss the issue with a member of academic management team before making their final decision. If a student decides to leave their course early, they must inform a member of academic management in writing of their reasons and give them their final date at school.
Leaving UKMC English Academy early and visa implications
If you are on a visa and leave the school earlier than your original course end date, UKMC English Academy is required to inform the Home Office. This may affect your visa status.
- UKMC English Academy Complaints Policy
-
Complaints Policy
Policy statement
UKMC English Academy is committed to providing the highest standard of services to students, parents, stakeholders and other organisations. However, UKMC English Academy recognises that they may be unhappy with the service they receive or may feel like they have been treated unfairly. UKMC English Academy recognises that students, parents and agencies:
• have the right to raise concerns or complaints
• have access to clear information on how to voice complaints and concerns.
Policy aim
This policy aims to provide students, parents and stakeholders with a clear pathway to address any concerns or resolve any issues, and to ensure that complaints are dealt with seriously, professionally and confidentially.
Key contacts
Name Role Contact details Adele Higgins Principal In person on premises or by email: adele@ukmcglogal.com Lucas Bak Head of English In person on premises or by email: lucas@ukmcglogal.com Student Welfare Officer In person on premises or by email: Director In writing: UKMC English Academy, City View House, 5 Union Street, Manchester, M12 4JD
UKMC English Academy Complaints Procedure
If a student, parent or stakeholder is unhappy with any aspect of their course with UKMC English Academy, they should:
• Contact the Principal in person, or by email, explaining exactly what the problem is. She will then record the complaint and discuss with the relevant members of staff. The person making the complaint will be informed of any action he may feel necessary to resolve the issue. If the Principal is unavailable, the Head of English will act on her behalf
• If, after this, you feel that you have still not received an acceptable resolution to your problem, please contact the Director by post, detailing your complaint.
UKMC English Academy will deal with complaints in line with its privacy policy.
- UKMC English Academy Complaints Procedures
-
Complaints Procedures
UKMC English Academy is committed to delivering a high-quality service and encourages its students and stakeholders tell it where there is cause for concern and a case for improvement.
At the same time it is expected that in raising possible issues of complaint, students will have observed their obligations as members of the academy, through meeting their course commitments and a level of general behaviour that accords with UKMC English Academy’s Student Code of Conduct.
We aim to handle complaints in a way that:
- Is fair and efficient
- Treats complaints with seriousness, sympathy and confidentiality
- Facilitates early resolution
- Allows UKMC English Academy to learn from the experience
How to Complain
This procedure outlines a number routes to be used by a student or stakeholder depending on the seriousness of the complaint. The following list indicates examples of the type of complaint covered by this procedure:
- Misinformation about your course
- Poor teaching or supervision
- Insufficient facilities
- The behaviour of a member of staff
- The behaviour of another student
- A failing in the provision of a UKMC English Academy service
Do remember that complaints will not always produce the outcome you are looking for. For instance, policy decisions or resourcing beyond the UKMC English Academy’s control may affect the level of service provided.
However, whatever the decision, we undertake to inform you of the result of a complaint and the reasons for it.
Sensitive Issues/Complaints
If you have an issue which is not about the UKMC English Academy’s services or teaching but instead relates to a more sensitive and personal issue such as harassment, you can refer to the organisation’s separate procedures on anti-bullying and harassment which sets out what action you can take. Alternatively you can contact the Student Welfare Officer , Head of English or Principal who will talk with you in confidence; you can then decide how to proceed.
UKMC English Academy Guarantee
If you have a concern, do not hesitate to raise it. We would like to hear from you as early as possible to resolve the problem and to put things right for the future.
We welcome your views and suggestions. We will monitor all comments and complaints, treat them seriously and follow our procedures and timescales. We will always endeavour to continuously improve our service.
The Complaints Procedure
STAGE 1
Complaints of a minor nature should be raised immediately with the member of staff responsible with the aim of resolving the problem directly and informally. It is anticipated that the vast majority of complaints will be resolved in this way. If you are on a course or programme managed by the English Academy, you can approach the Student Welfare Officer or Head of English.
Our feeling is that the majority of complaints/issues/problems are capable of being resolved at Stage 1 within a target of 10 working days.
For customers / stakeholders who are not students, you may approach the member of staff concerned, alternatively follow Stage 2 of these procedures.
Stage 1 will generally be an oral process where we will endeavour to resolve the complaint with you. If you are still not satisfied with the response to your complaint, you should follow stage 2 of the procedure outlined below.
STAGE 2
UKMC English Academy appreciates that there may be occasions where the above process is inappropriate and that a more formal approach is necessary.
Where it has not been possible to resolve matters to your satisfaction under Stage 1, you should write to the Principal. This can be by letter or by using the UKMC English Academy’s Complaints Form which is available from reception.
Your complaint must be specific and comprehensively documented. You should present full details, including your name and address, any relevant documentation, and dates, locations and witnesses as appropriate. You should also detail any previous unsuccessful attempts at resolution. Finally, you should state what reasonable steps should be taken to resolve the complaint.
The Principal will then approach the relevant member of staff on your behalf to try to facilitate the resolution of your complaint.
You should expect to receive an acknowledgement from the Principal of your written complaint within 10 working days. It is our aim that most complaints under Stage 2 should be resolved within 28 days. You will be informed if there is likely to be any delay in the process.
The Principal will notify you in writing of the result of your complaint and the reasons for the decision. If your complaint is about the Principal, you can approach the Director who will designate another manager to try to resolve the issue.
STAGE 3
If the complaint remains unresolved under Stage 2 to your satisfaction, you can write directly to the Director. Please provide full details of your concern in your letter which will be acknowledged prior to an investigation. Normally you will receive a full response within 10 working days.
STAGE 4
If despite the best efforts of the Director, you still remain concerned, you can take help any lawyer or legal advisor to investigate your complaint. However, you must have the followed stages 1-3 above before doing so.
- UKMC English Academy Mission Statement and Values
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UKMC Mission Statement and Values
Our mission
Our vision is to empower individuals to make significant contributions to their working and personal lives, and to be more fulfilled in their personal objectives. To help each person, we work with them to realise their potential, set objectives and make plans to achieve them.
We believe that success is the continuing journey towards new goals.
Our values
- promote lifelong learning
- reward and celebrate success
- support all learners
- involve all staff
- support equality of opportunity for staff and learners
- encourage self-review and continuous improvement
- provide exemplary service, high quality training, advice and guidance to enable you to achieve your personal goals and move forward in your life and career
- UKMC English Academy Student Code of Conduct
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UKMC English Academy Student Code of Conduct
Student Code of Conduct, Disciplinary and Exclusion Policy Policy Statement
UKMC English Academy believes that everyone has a right to learn and work in a polite, respectful environment. We believe that everyone should be treated with dignity and respect, regardless of age, gender, ability, language, religion, race, nationality, sex, sexuality, culture or disability (more information on how the school deals with discrimination can be found in our Equality Policy, available from our website). UKMC English Academy will not tolerate any behaviour that affects wellbeing or the ability to learn or work (including harassment, bullying and violence).
Policy Aim
This policy ensures that students are aware of:
· The rules on behaviour and what is acceptable and unacceptable under the Code of Conduct.
· What happens if a student breaks the code of conduct i.e. disciplinary action.
This policy applies to all UKMC English Academy students, online or on premises. It also applies when they are outside our premises, such as during trip organised by the academy or at a student’s homestay accommodation or other residence. Please refer to our Disciplinary Policy in case of unacceptable behaviour from a contractor (including homestay hosts) or employee.
Key contacts
Name Role Contact details Adele Higgins Principal In person, or by email: adele@ukmcglobal.com
Lucas Bak Head of English In person, or by email: lucas@ukmcglogal.com
tba Student Welfare Officer Code of Conduct
UKMC English Academy expects everyone to follow a basic set of rules. The academy may take action on students who break these rules – this procedure is described in “The Disciplinary Process” section below.
All students
All students (studying on premises or online) should:
- Treat themselves, other students, staff and their environment with respect and care
- Cooperate with other students, teachers and staff. Listen to them and wait for their turn to speak
- Value and promote equality
- Attend all their classes and be on time
- Speak English during the class and around the academyl (if appropriate)
- Help create a good atmosphere for learning by participating in classes, asking teachers for and following advice on learning
- Use polite language. Swear words, inappropriate topics or insults will not be tolerated
- Respect the laws of their country of residence, including visa laws if needed
- Only use your phone for learning
- Dress appropriately
- Behave appropriately.
Additional rules for online students
Online students should:
- Use their name and surname to enter the classroom (in Latin letters)
- Not share the Zoom class meeting IDs
- Attend class individually (not with a sibling/parent/friend etc). If there are other people in the room, they should not be participating
- Attend class in a quiet space which has good ventilation and is well lit. Participating whilst in bed, on the street or in a noisy room is not acceptable
- Dress appropriately as if they were attending a regular face-to-face class
- Have their video on (when appropriate)
- Never take screenshots or screen recordings of a lesson.
- Switch the video off when temporarily leaving the class i.e. going to the kitchen or bathroom.
Please note that these lists are non-exhaustive.
The Disciplinary process
This section details what will happen if unacceptable behaviour is reported or seen. Please note that any students in breach of the code of conduct may be temporarily removed from classes while the issue is being addressed. They will then be spoken to by a member of staff
regarding the issue, either in person or online. For students under 18, stakeholders will be informed.
Minor or first-time incident and informal help
If a student does not follow the rules set in the code of conduct, and the issue is small, the Principal or the Head of English may informally warn a student and explain why their behaviour is not good enough and give them an opportunity to change their behaviour. This kind of day-to-day help is part of normal school life and will not be part of a disciplinary record although it may show that a student was aware that their behaviour was not good enough.
Repeated or serious misbehaviour and formal action
What is a misconduct
If minor misbehaviour continues, or if something more serious happens, this is called a misconduct. Some examples of misconduct are:
• Repeated poor attendance (please see our Attendance Policy for more details)
• Repeated use of native language in class or any behaviour that negatively affects the learning of others
• Swearing or hurtful language
• Repeated carelessness with school facilities
• Harassment, threatening behaviour, bullying or violence
• Hate incidents or crimes related to someone’s race, disability, religion, gender identity or sexuality
• Vandalism (destroying property) or theft
• Drug possession, consumption or dealing
• Smoking or drinking alcohol in class, on UKMC premises or anywhere by under 18 students
• Breaking the law.
What happens in a case of misconduct
Interview
When misconduct is reported or seen, UKMC English Academy will talk to everyone involved and record discussions in writing. People involved will be able to tell the academy their version of what happened. In this interview, a member of staff will be present to ask questions and take notes. If requested, another person, for example, another member of staff, another student or a personal friend can attend. A record will be kept of all interviews including the date, time and signatures.
Results
Following the interviews, UKMC English Academy will use this information along with any other evidence available to make a decision. The academy will decide to either:
· Take no further action
· Give a verbal warning
· Give a written warning
· If the behaviour reoccurs, or the problem is more serious, UKMC English Academy may issue a final warning or the student may be permanently excluded from the academy.
All decisions and the reasons for these are recorded in writing.
When giving warnings, UKMC English Academy will normally move from verbal warnings to written and then final warnings before excluding the student. If the incident is very serious, however, the academy can skip some steps. For example, the Principal can expel a student immediately, without notice or refund. The next section will explain how the academy reviews evidence and makes a final decision.
Please also note that where a crime is suspected to have happened, UKMC English Academy will immediately contact the police.
Review of Circumstances
UKMC English Academy can decide if a student should be excluded or not. Before reaching a final decision, the Principal will:
· Review the evidence
· Meet with the student
· Talk with the Head of English and other members of the teaching and support staff as needed
· Consider relevant mitigating or aggravating factors
Here are a few possible mitigating factors:
- Was the student provoked, bullied or abused by others?
- Could the student’s medical or emotional wellbeing or their cultural background explain their behaviour?
- Is the student new to the academy? Could they have been unaware of the seriousness of their behaviour of the code of conduct?
- Was the student forced or encouraged by others?
- Is this the first time this has happened? Is it possible that it will happen again?
- Did the student admit the offence? Apologise? Show they are sorry and accept responsibility? Is the student cooperating?
And here are a few examples of possible aggravating factors:
· Having or using a weapon
· The victim(s) was/were physically injured and needed medical attention
· The victim was younger or more vulnerable
· The student ignored previous warnings about their behaviour or the risk of exclusion, or refused support offered by the academy
· The offense was planned or calculated
· The student shows no signs of remorse, is unwilling to accept responsibility or refuses to cooperate.
In the case of a hate incident or crime
There is a special case for hate incidents/crimes, which is explained in this section. A hate incident is an act of violence or hostility because of one of the following things:
· disability
· race
· religion
· gender identity
· sexual orientation
Anyone who thinks this has happened to them can report it to the police, and it will be investigated as a hate incident. When hate incidents become criminal offences they are known as hate crimes. UKMC English Academy will assist the victim throughout – explain what their options are, assist them with reporting the incident/crime to the police, and if necessary, help them seek further help (counselling, contacting appropriate organisations or charities etc).
Complaints
In the event a student feels unfairly treated, please refer to our Complaints Policy.
Supplementary Documents
This policy is supported by others such as:
- Child Protection Policy
- Vulnerable Adults Policy
- Anti-Bullying Policy
- Attendance Policy
- Equality policy
These are referenced when appropriate.