Managing Your Centre
Customer feedback and complaints RGN B13 B13.1 Feedback from students
If used correctly, feedback from students can avoid unnecessary problems and help improve course delivery.
Centres must have a system for receiving and acting on feedback from students during and after courses. Copies must be kept and available for the centre inspector to view.
Feedback forms need to enable the respondent to remain anonymous if they wish and should include an appropriate data protection statement.
B13.2 Complaints Procedure If a complaint arises, every effort should be made by the Principal/Chief Instructor to resolve any issues promptly.
In the case that the complaint is received by the RYA, the Principal will be notified and asked to comment on the points raised.
In order to investigate the complaint, the RYA may need to contact instructors and students related to the complaint. Your privacy policy must include a statement to the effect that the RYA may contact students when this is necessary for quality assurance of RYA training, for example in the investigation of a complaint or incident. In these instances, the information is used solely for that purpose.
An unreasonably large number of complaints, or a very serious complaint, may result in suspension of a centre’s recognition pending further action.
Training Centres should ask students to complete the relevant RYA course satisfaction survey at the end of their course. Students can access those surveys here:
https://www.rya.org.uk/training/course-feedback
In the event of a complaint, complainants should usually submit their complaint in writing, either by email or letter. Receipt of the complaint requires acknowledgment by return or, if this is not possible, at the earliest possible time informing the complainant that you will be instigating an investigation and when they should expect to receive a response.
Any investigation usually requires the instructor, other students on the course and any other independent witnesses to be canvassed to get a balanced view.
Issued 21/06/2024. Information correct at time of publication. 56
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