Complaints procedure

We want to ensure that the experience of all our students at EM Normandie UK Limited is as enjoyable as it is educational! However, if you are unhappy or have any problems during your time with us in Oxford,  please feel free to approach your teachers, the Principal or any other member of staff with any complaints you may have. We are happy to take time to speak to you in private about any problems you may encounter and help to solve them.

We will listen and make every effort to provide an effective answer and positive solution.

Depending on the nature and severity of the complaint we may respond in the following ways: a personal meeting, a telephone call, an e-mail or a letter as soon as possible but within  30 days of receiving the complaint.

If your difficulties or concerns cannot be addressed in this way and/or a solution has not been found and/or you feel that the proposed solution does not adequately address your concerns, you may want to consider making a formal complaint. In this case, please put the details of your complaint and the reasons why you feel that the proposed solution is not adequate and/or why you feel that your complaint has not been adequately addressed in writing to : EM Normandie UK Limited, The Principal, Jericho Building, Oxpens Road, Oxford OX1 1SA.

In the event of a formal complaint the following procedure will apply

The substance of the formal complaint will again be considered by EM Normandie UK Limited, and the student will be provided with a written response within 30 days of receiving the written complaint. If applicable, copies of this correspondence will also be given to the person or persons complained about.

If a student remains dissatisfied with the outcome to the investigation, EM Normandie UK Limited will convene a panel in order to hear the complaint formally. This panel will comprise at least three people, none of whom will have had any prior dealings with or any direct involvement in the matters detailed in the complaint.

At least one person on the hearing panel will not be involved with the management or running of EM Normandie UK Limited. The student will be invited to attend the panel hearing and, if they wish, can be accompanied by one other person.

At the opening of the hearing the chairperson will outline the procedure that the panel will follow.

The Chairman of the Board of Directors will empower the panel to make findings and recommendations. Copies of these findings and recommendations will be provided to the Chairman of the Board of Directors, the Academic Committee (if appropriate), the Principal (panel chair), complainant and, if applicable, the person or persons complained about.

Following the panel hearing a copy of the findings will be sent by electronic mail or otherwise given to the complainant and, where relevant, to the person complained about.

A written record will be maintained of all complaints. This record will show whether the complaint was resolved at the informal (preliminary) stage or whether it proceeded to a formal panel hearing. All complaints will be recorded at each stage and correspondence will be kept on file. All records, statements and correspondence relating to a complaint will be kept confidential.

Interested people can request information about the formal complaints, which proceeded to the panel hearing during the preceding year. These requests will have to be put in writing to:  EM Normandie UK Limited, The Principal, Jericho Building, Oxpens Road, Oxford OX1 1SA and will be answered in writing within 30 days.

November 2021