Complaint Procedures
FSMQC handles concerns about training and related services fairly, promptly and confidentially. This internal procedure explains how trainees, sponsors and authorised representatives can raise a complaint, receive a reasoned decision and request an internal appeal.
Complaints may concern course content, trainer conduct, assessment administration, facilities, fees, certification services or staff conduct. A request to review an existing decision follows Appeal Procedures 1.1.3.2. Assessment and awarding-body matters also follow the applicable programme rules.
There is no charge for using this process and no retaliation for raising a concern in good faith. FSMQC offers help to record a complaint and reasonable accessibility support. An authorised representative may assist. Anonymous concerns are assessed where sufficient information is available; a personal response may not be possible.
| Responsible position | Assigned responsibility |
|---|---|
| Academic Director | Complaint Committee Chair. Assigns investigations, oversees the process and chairs complex or escalated decisions. |
| Training Manager with IT responsibility | Training Representative. Conducts training-related investigations and recommends remedies when uninvolved in the issue. |
| Deputy General Manager and Accounting Manager | Administrative Representative. Reviews financial and administrative complaints and financial remedies within authority. |
| HR and Administration Manager | Documentation Officer. Receives, acknowledges and logs cases; maintains records and sends authorised notices. |
| Engineering Manager with QA/QC responsibility | Supports quality investigations and verifies corrective-action effectiveness and recurring issues. |
Normally submit Form 1.1.3.3 within five working days of the incident or becoming aware of it. Address it to the Complaint Committee Chair via info@fsmqc.com, subject “Training Program Complaint”, or hand it to the HR and Administration Manager at reception. Include the facts, dates, people involved, previous steps, requested resolution and evidence. Late concerns are considered on their merits.
The HR and Administration Manager records the receipt date, assigns a unique complaint reference and acknowledges within one working day. The notice identifies the contact person, target decision date and any missing information. Informal resolution may be offered but is optional and must still be logged. If the HR and Administration Manager is involved in the concern, submit directly to the Deputy General Manager and Accounting Manager for confidential handling by an uninvolved administrator.
| Acknowledgement | Complaint decision | Internal appeal |
|---|---|---|
| Within 1 working day of receipt | Target: within 5 working days of receipt | Submit within 5 working days of receiving the written decision |
FSMQC service targets above are internal commitments. Working days exclude weekends and UAE public holidays. Report urgent safety concerns immediately; do not wait for a form or deadline.
Complaint investigation and closure
The Complaint Committee Chair assesses urgency and assigns the Training Manager to training issues or the Deputy General Manager and Accounting Manager to financial and administrative issues, provided they are uninvolved. Record conflicts and substitutes. Complaints about the Deputy General Manager and Accounting Manager go to the Chair; complaints about the Chair go to the Deputy General Manager and Accounting Manager for an uninvolved investigator and decision-maker. Where necessary, arrange qualified independent reviewers before proceeding.
Act immediately on safety, safeguarding or serious misconduct concerns using the relevant emergency or incident procedure. Notify the Academic Director or uninvolved delegate and record protective measures. Any mandatory reporting follows the applicable incident procedure. The normal complaint timetable must not delay protective action.
The investigator confirms the issues, preserves relevant records, reviews documents and speaks to the complainant, relevant staff and witnesses as needed. Give each affected party a fair opportunity to respond. Record the evidence, findings against each issue and reasons for the recommendation; share information only where needed for a fair review.
The assigned investigation lead may decide a standard complaint within recorded delegated authority. Complex or escalated cases go to at least three uninvolved committee members, chaired by the Academic Director or an authorised substitute; record the majority decision and reasons. Financial remedies follow Policy 1.1.2.1 and responsibilities 1.1.2.2. The Accountant verifies calculations and processes authorised payments.
The written outcome states whether the complaint is upheld, partly upheld or not upheld; the findings and policy basis; any remedy or corrective action; the action owner and due date; and the appeal deadline and route. The HR and Administration Manager retains proof of notification. If the five-working-day target cannot be met, obtain approval before the deadline, explain the reason and revised date in writing, and update the complainant at least every five working days.
A dissatisfied complainant may submit Appeal Form 1.1.3.4 to the Training Manager through info@fsmqc.com within five working days of receiving the decision. Appeal Procedures 1.1.3.2 require an uninvolved chair and panel; the Training Manager is replaced if the role holder investigated or decided the complaint. Internal deadlines do not limit any applicable statutory or awarding-body rights.
Record each agreed action, owner, due date and completion evidence. The Engineering Manager or another uninvolved verifier checks effectiveness before closure; the HR and Administration Manager records the notification and closure dates. A complainant’s disagreement does not prevent documented administrative closure or access to appeal. Track outstanding actions separately until verified.
The HR and Administration Manager keeps a complaint register and a linked case file containing the form, evidence, investigation notes, conflict declarations, approvals, decision, correspondence, appeal link and verified action records. The register includes receipt, acknowledgement, decision due, notification and closure dates, outcome, responsible staff and action status. Preserve dated corrections, restrict access and back up securely.
Retain complaint records for at least seven years after closure, or longer where programme rules, legal requirements or an open case require. The Deputy General Manager and Accounting Manager reviews open and overdue cases monthly. The Engineering Manager reviews response times, outcomes, recurring causes and action effectiveness quarterly, with improvements recorded in management minutes. Review this procedure annually and brief staff on changes.