Collection: Complaints and Grievance Policy
Complaints and Grievance Policy
The Institute of Operative & Alchemical Magic is committed to providing responsible instruction and maintaining clear, fair, and respectful processes for addressing concerns. This policy outlines the procedure for submitting, reviewing, and resolving complaints or grievances related to Institute training and administration.
Scope of This Policy
This policy applies to complaints or grievances related to course content delivery, instructional conduct, administrative processes, or ethical concerns within the scope of Institute training. It does not apply to matters outside the educational activities of the Institute or to disputes unrelated to training services.
Informal Resolution
Where appropriate, students are encouraged to attempt informal resolution by contacting the Institute directly to discuss concerns in a constructive manner. Many issues can be resolved through clarification or communication without the need for formal review.
Informal inquiries may be submitted via the contact information provided on the Institute website.
Formal Complaints and Grievances
If a concern cannot be resolved informally, a formal complaint or grievance may be submitted in writing. Formal submissions must include the complainant’s name, contact information, a clear description of the issue, and any relevant dates or supporting information.
Formal complaints must be submitted within a reasonable timeframe following the event giving rise to the concern.
Review Process
All formal complaints and grievances are reviewed by the Institute in a timely and impartial manner. The Institute may request additional information or clarification as part of the review process.
Where appropriate, the Institute may propose corrective action, clarification, mediation, or other reasonable steps to address the concern. Outcomes are determined at the discretion of the Institute based on the nature of the issue and the information available.
Response Timeframe
The Institute aims to acknowledge receipt of formal complaints within a reasonable administrative timeframe and to provide a substantive response once review has been completed. Complex matters may require additional time for consideration.
Confidentiality
Complaints and grievances are handled with appropriate discretion and confidentiality. Information is shared only to the extent necessary to review and resolve the issue.
Protection from Retaliation
Students who submit complaints or grievances in good faith will not be subject to retaliation for raising concerns. This protection does not apply to complaints that are knowingly false, malicious, or submitted in bad faith.
Limitations
The Institute does not guarantee a specific outcome in response to complaints or grievances. Submission of a complaint does not entitle a student to a refund, certification, or modification of training requirements unless explicitly determined by the Institute.
Conclusion
This Complaints and Grievance Policy exists to support clear communication, responsible instruction, and ethical operation of the Institute of Operative & Alchemical Magic. Students are encouraged to engage with the process thoughtfully and respectfully.