Last Updated: 1st July 2026

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1. Policy Statement

 

Creative Media Skills Institute (CMSI) is committed to providing a high-quality learning experience and a professional, supportive, inclusive, and respectful environment for all students, staff, tutors, and other individuals involved in its activities.

 

CMSI recognises that, from time to time, students or other individuals may have concerns or may be dissatisfied with an aspect of the services or educational provision provided by CMSI.

 

CMSI is committed to ensuring that complaints are:

 

• Taken seriously

• Handled fairly and consistently

• Addressed promptly and proportionately

• Investigated objectively

• Resolved wherever possible at the earliest appropriate stage

• Used to support continuous improvement

 

CMSI will ensure that students are not disadvantaged for raising a genuine complaint in good faith.

 

CMSI will therefore operate its complaints arrangements in a manner that supports the requirements of the academic partnership and will cooperate with academic partners in the management, investigation, monitoring, and resolution of complaints where appropriate. Where a complaint falls under the formal complaints procedures of an academic partner, CMSI will provide appropriate assistance and will ensure that the complaint is referred or escalated through the appropriate partnership route.

 

2. Purpose of the Policy

 

• Provide a clear and accessible process for raising concerns and complaints

• Ensure complaints are handled consistently, fairly, and transparently

• Ensure students understand how and where to raise concerns

• Provide appropriate opportunities for informal resolution

• Provide a clear formal complaints process where informal resolution is not appropriate or successful

• Ensure complaints are investigated objectively and proportionately

• Protect complainants from unfair treatment or victimisation

• Ensure complaints are recorded and monitored

• Identify opportunities for improvement in CMSI's provision and services

• Support CMSI's academic partnership and quality assurance arrangements with the academic partner

• Ensure appropriate complaints are referred to the academic partner where required

• Maintain appropriate records and evidence of complaints and their outcomes

 

3. Scope

 

This policy applies to:

 

• Students and learners enrolled on CMSI programmes

• Applicants and prospective students, where relevant

• Staff

• Freelance tutors and visiting lecturers

• Contractors and consultants

• Placement providers and industry partners, where relevant

• Visitors and other individuals interacting with CMSI

 

This policy covers complaints relating to CMSI-controlled activities, including:

 

• Teaching and learning

• Course delivery

• Academic and learning support

• Student support

• Communication and administration

• Facilities and learning resources

• Staff or tutor conduct

• Behaviour of other students

• Equality, diversity, inclusion, and accessibility

• Health, safety, and welfare concerns

• Work placements and industry-related activities where CMSI is responsible

• Complaints relating to the operation of CMSI services

 

Where a complaint relates primarily to a matter that falls under the responsibility of the academic partner, CMSI will ensure that the complainant is directed to, or the complaint is referred through, the appropriate process.

 

This policy does not normally cover:

 

• Academic assessment decisions where a separate academic appeals process applies

• Assessment malpractice or academic misconduct, which will be managed under the relevant academic regulations

• Admissions decisions where a separate admissions appeals process applies

• Disciplinary matters where a separate disciplinary procedure applies

• Safeguarding concerns, which must be managed under CMSI's safeguarding procedures

• Allegations of criminal activity, which may require referral to the police or other appropriate authorities

• Matters that are subject to legal proceedings

• Where a complaint overlaps with another formal procedure, CMSI will determine the most appropriate process and, where necessary, coordinate with the academic partner.

 

4. CMSI Responsibilities

 

CMSI will:

 

• Ensure students are informed about how to raise a complaint

• Make the complaints process accessible and easy to understand

• Provide appropriate opportunities for informal resolution

• Investigate formal complaints fairly and objectively

• Ensure complaints are considered by an appropriate person who is not directly involved in the matter where reasonably practicable

• Maintain appropriate records of complaints and outcomes

• Respond to complaints within reasonable and communicated timescales

• Communicate outcomes clearly and sensitively

• Identify and implement appropriate actions arising from complaints

• Monitor complaints to identify recurring issues or trends

• Cooperate with the academic partner where complaints relate to the academic partnership

• Refer or escalate complaints to the academic partner where required

• Ensure complaints are handled in accordance with relevant partnership requirements

• Protect complainants from victimisation or detrimental treatment

• Maintain confidentiality as far as reasonably practicable

• Ensure personal information is handled in accordance with applicable UK data protection legislation

 

CMSI will seek to ensure that complaints do not adversely affect a student's access to education, assessment, support, or other services while the complaint is being considered, unless there is a legitimate reason to take separate action.

 

 

5. Individual Responsibilities

 

Anyone raising a complaint is expected to:

 

• Raise concerns honestly and in good faith

• Provide accurate information

• Provide relevant details and supporting evidence where available

• Cooperate reasonably with any investigation

• Treat CMSI staff, tutors, students, and other individuals with respect

• Maintain confidentiality where appropriate

• Avoid making deliberately false or malicious allegations

• Students are encouraged to raise concerns at the earliest opportunity so that CMSI can seek to resolve them promptly.

• Individuals involved in responding to or investigating complaints must:

• Act objectively and fairly

• Maintain appropriate confidentiality

• Avoid conflicts of interest

• Treat complainants respectfully

• Consider evidence impartially

• Maintain appropriate records

• Follow this policy and any relevant partnership procedures

 

6. Complaints Process

 

CMSI operates a staged complaints process. Where appropriate, complaints should normally be addressed through the following stages:

 

Stage 1: Informal Resolution

 

Where appropriate, students or other complainants should first raise their concern informally with the relevant tutor, staff member, course lead, or CMSI management representative.

 

The purpose of informal resolution is to:

 

• Understand the concern

• Clarify any misunderstanding

• Identify an appropriate solution

• Resolve the matter promptly

• Informal resolution will not be appropriate in every case.

• For example, a complaint may require immediate formal consideration where it involves:

• Serious allegations of misconduct

• Safeguarding concerns

• Harassment or discrimination

• Serious concerns about academic standards

• Potential criminal conduct

• A conflict of interest

• A complaint involving a senior member of staff

• A matter that cannot reasonably be resolved informally

 

Where informal resolution is not appropriate or does not resolve the concern, the complainant may proceed to the formal complaints process.

 

Stage 2: Formal Complaint

 

A formal complaint should normally be submitted in writing to CMS Management.

 

The complaint should include:

 

• The complainant's name and contact details

• The programme or course involved, where applicable

• A clear description of the complaint

• The date or period when the issue occurred

• The names of relevant individuals, where known

• Any relevant supporting evidence

• Details of any steps already taken to resolve the matter

• The outcome or resolution sought, where appropriate

 

CMSI may request further information if necessary to investigate the complaint. CMSI will acknowledge receipt of a formal complaint and will normally provide an indication of the expected timescale for investigation.

 

7. Academic Partnership 

 

CMSI recognises that students studying through an academic partnership may have rights and access to complaints processes operated by both CMSI and the academic partner

 

• Where a complaint relates to a matter that is within CMSI's direct responsibility, CMSI will normally investigate and respond in accordance with this policy.

• Where a complaint relates to a matter within the responsibility of the academic partner, CMSI will refer or direct the complainant to the appropriate  process.

• Where a complaint involves responsibilities shared between CMSI and the academic partner, CMSI will cooperate with the academic partner to ensure that the complaint is managed through the appropriate partnership arrangements.

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This may include complaints relating to:

 

• Academic standards

• Programme delivery

• Assessment and examination arrangements

• Student records

• Certification or award-related matters

• Academic regulations

• Student support arrangements

• Quality of teaching and learning

• Facilities or resources

• Staff or tutor conduct

• The operation of the academic partnership

 

Where the academic partner has specific procedures or requirements that apply to the complaint, CMSI will follow those requirements. CMSI will ensure that students are informed, where appropriate, of their right to access the relevant academic partner complaints or appeals process. Nothing in this policy is intended to remove or restrict any rights that students may have under the academic partnership arrangements.

 

8. Investigation of Complaints

 

CMSI will investigate formal complaints in a fair, objective, and proportionate manner.

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The investigation may include:

 

• Reviewing relevant documents and records

• Speaking with the complainant

• Speaking with staff, tutors, students, or other relevant individuals

• Reviewing relevant academic or administrative records

• Considering relevant policies and procedures

• Reviewing evidence supplied by the complainant or other parties

• Liaising with the academic partner where appropriate

 

The person investigating the complaint should, wherever reasonably practicable, be independent of the original decision or incident.

Investigations will be proportionate to the nature and seriousness of the complaint.

 

All parties involved in a complaint will be given a reasonable opportunity to provide relevant information.

 

9. Complaints Outcomes

 

Following investigation, CMSI will determine whether the complaint is:

 

• Upheld

• Partially upheld

• Not upheld

• The outcome will be communicated to the complainant in writing wherever reasonably practicable.

• The response may include:

• An explanation of the findings

• Confirmation of any actions to be taken

• An apology where appropriate

• Corrective or preventative action

• Changes to procedures or practices

• Additional staff or tutor training

• Referral to another appropriate procedure

• Referral to the academic partner

 

Where a complaint is not upheld, CMSI will provide an appropriate explanation of the reasons for the decision. CMSI will not normally disclose confidential or personal information relating to other individuals as part of a complaints outcome.

 

10. Timescales

 

CMSI aims to resolve complaints as promptly as reasonably practicable. The following timescales will normally apply:

 

• Informal concerns: As soon as reasonably practicable

• Formal complaints: Acknowledgement normally within 5 working days

• Formal investigation: Normally completed within 20 working days, where reasonably practicable

 

Where a complaint is complex or requires information from third parties, including the academic partner, the investigation may take longer. Where a delay is anticipated, CMSI will provide the complainant with an update and, where possible, an indication of the revised timescale.

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Complaints should normally be raised as soon as possible after the event or circumstances giving rise to the complaint. CMSI may consider complaints submitted outside a reasonable timeframe where there is a valid reason for the delay or where the matter is sufficiently serious to warrant consideration.

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11. Escalation and Review

 

If a complainant is dissatisfied with the outcome of a formal complaint, they may request a review where there are reasonable grounds to do so. A review request should normally be made in writing and should explain:

 

• Why the complainant believes the process was not followed correctly

• Why relevant evidence was not properly considered

• Any new relevant information that was not reasonably available previously

• Why the outcome is considered unreasonable or inappropriate

 

A review will not normally be a complete re-investigation of the original complaint unless there is a clear reason for this. Where the complaint falls within the scope of the academic partner complaints procedure, the complainant may be directed to the relevant escalation or review process. CMSI will ensure that students are informed of any appropriate further route available under the academic partnership arrangements.

 

12. Complaints Involving Staff or Tutors

 

• Where a complaint concerns the conduct or behaviour of a CMSI employee, tutor, contractor, or other individual, CMSI will consider the complaint fairly and objectively.

• Where appropriate, the matter may be referred to a separate disciplinary or performance management process.

• The complainant will be informed that appropriate action has been taken where possible, but CMSI may not be able to disclose confidential details of any disciplinary action or employment-related outcome.

• Complaints involving a senior member of CMSI management should be referred to an appropriate alternative senior person or, where relevant, managed through the partnership arrangements with the academic partner.

 

 

13. Complaints Relating to Equality, Diversity, Harassment or Discrimination

 

CMSI takes allegations of discrimination, harassment, bullying, victimisation, or other inappropriate behaviour seriously. Such complaints will be handled sensitively and in accordance with relevant CMSI policies and procedures. Where appropriate, matters may also be considered under:

 

• Equality, Diversity and Inclusion policies

• Safeguarding procedures

• Bullying and harassment procedures

• Disciplinary procedures

 

14. Anonymous Complaints

 

CMSI will consider anonymous complaints where sufficient information is provided to allow the matter to be assessed. However, it may not always be possible to investigate or respond fully to an anonymous complaint. Where the identity of a complainant is known, CMSI will seek to maintain confidentiality as far as reasonably practicable.

 

15. Unreasonable or Vexatious Complaints

 

CMSI recognises the importance of allowing genuine concerns to be raised and will not normally restrict access to the complaints process. However, CMSI may take appropriate steps where a complainant:

 

• Makes repeated complaints about the same issue after the matter has been fully considered

• Makes allegations that are knowingly false or malicious

• Uses threatening, abusive, or discriminatory language

• Makes excessive or unreasonable demands

• Deliberately obstructs the complaints process

 

Any decision to restrict communication or access to the complaints process will be proportionate and will take account of the individual's circumstances.

 

16. Confidentiality and Data Protection

 

Complaints will be handled confidentially wherever reasonably practicable. Information will only be shared with individuals who have a legitimate need to access it for the purposes of:

 

• Investigating the complaint

• Responding to the complaint

• Managing safeguarding concerns

• Meeting legal or regulatory obligations

• Supporting the academic partnership

• Protecting individuals from harm

• Complying with lawful requests from relevant authorities

 

Personal data will be handled in accordance with applicable UK data protection legislation and CMSI's relevant privacy and data protection policies.

 

17. Recording and Documentation

 

CMSI will maintain appropriate records of complaints, including:

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• The complaint received

• Date of receipt

• Relevant correspondence

• Investigation undertaken

• Evidence considered

• Outcome

• Actions taken

• Any review or escalation

• Lessons learned

 

Complaint records will be stored securely and retained in accordance with CMSI's applicable record retention requirements. Where appropriate, anonymised complaints data may be shared with the academic partner as part of academic partnership monitoring, quality assurance, and continuous improvement arrangements.

 

18. Monitoring and Review

 

CMSI will monitor complaints to identify:

 

• Recurring issues

• Common causes of dissatisfaction

• Areas requiring improvement

• Potential risks to academic quality

• Issues relating to student experience

• Equality and accessibility concerns

• Trends across programmes or cohorts

 

Complaints information may be reviewed as part of CMSI's quality assurance and academic partnership arrangements with the academic partner. Where appropriate, CMSI will use complaints data to:

 

• Improve teaching and learning

• Improve student support

• Improve administrative processes

• Review staff or tutor training needs

• Strengthen policies and procedures

• Improve communication

• Support continuous improvement

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The policy will be reviewed annually or following significant changes to CMSI's activities, the academic partnership, or relevant regulatory requirements.

 

19. Training and Awareness

 

CMSI will ensure that relevant staff and tutors understand:

 

• The purpose of the complaints policy

• How students and other individuals can raise complaints

• How complaints should be received and recorded

• The importance of impartiality and confidentiality

• Relevant timescales

• When complaints should be escalated or referred to the academic partner

• The importance of treating complainants fairly and respectfully

 

Students will be made aware of the complaints process through appropriate student information, induction materials, handbooks, or other communications.

 

20. Implementation Decision

 

CMSI confirms that:

 

• Students and other relevant individuals have the right to raise genuine concerns and complaints

• Complaints will be handled fairly, consistently, and proportionately

• CMSI will seek to resolve complaints at the earliest appropriate stage

• Formal complaints will be investigated objectively

• Students will not be disadvantaged for raising genuine complaints in good faith

• Complaints relating to the academic partner will be managed in accordance with the relevant partnership arrangements

• CMSI will cooperate with the academic partner where complaints involve shared responsibilities

• Appropriate records of complaints and outcomes will be maintained

• Complaints data will support quality assurance and continuous improvement

• The effectiveness of the complaints process will be monitored

• The policy will be reviewed annually or following significant change

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21. Contact

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For questions or concerns regarding this policy, please contact:

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CMS Institute (Creative Media Skills Group Ltd)
Pinewood Studios, Pinewood Road,
Buckinghamshire, SL0 0NH, United Kingdom
info@creative-media-skills.com
01753 656168

 

© CMS Institute / Creative Media Skills Group Ltd. All rights reserved.

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