{"id":10351,"date":"2025-04-03T10:07:23","date_gmt":"2025-04-03T10:07:23","guid":{"rendered":"https:\/\/mpaa.ac.uk\/?page_id=10351"},"modified":"2025-04-03T10:13:13","modified_gmt":"2025-04-03T10:13:13","slug":"complaints-procedure","status":"publish","type":"page","link":"https:\/\/mpaa.ac.uk\/complaints-procedure\/","title":{"rendered":"Complaints Procedure"},"content":{"rendered":"

[vc_section full_width=”stretch_row” pix_bg_grdient=”bg-gradient-primary” fade_in_opacity=”pix-opacity-1″ pix_over_visibility=”” bottom_divider_select=”dynamic” bottom_moving_divider_color=”%5B%7B%22d_color_1%22%3A%22rgba(255%2C255%2C255%2C0.25)%22%2C%22d_color_2%22%3A%22%23f8f9fa%22%7D%2C%7B%22d_color_1%22%3A%22rgba(255%2C255%2C255%2C0.5)%22%2C%22d_color_2%22%3A%22%23f8f9fa%22%7D%2C%7B%22d_color_1%22%3A%22%23ffffff%22%2C%22d_color_2%22%3A%22%23f8f9fa%22%7D%5D” pix_overlay_color=”gradient-primary” css=”.vc_custom_1589074203106{padding-top: 80px !important;padding-bottom: 150px !important;}” pix_overlay_opacity=”0.85″ fade_in_intro=”https:\/\/essentials.pixfort.com\/original\/wp-content\/uploads\/sites\/4\/2020\/05\/contact-intro-image.jpg”][vc_row full_width=”stretch_row” pix_particles_check=””][vc_column content_align=”text-center”]

Complaints Procedure<\/h3><\/div>
MPAA Academy<\/span><\/span><\/h6><\/div>
\"\"<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” pix_over_visibility=”” b_custom_height=”500px” css=”.vc_custom_1589068464029{background-color: #ffffff !important;}”][vc_row pix_particles_check=””][vc_column]

Raising A Concern<\/h3><\/div><\/div><\/div>

Any individual who believes they have observed, heard of, or been the subject of a violation of this policy should report their concern to the Company as soon as possible.<\/p><\/div>[\/vc_column][\/vc_row][vc_row pix_particles_check=””][vc_column]

Student Complaints Receipt<\/h3><\/div><\/div><\/div>

If the student feels the need to complain in regard to any area of their Academy environment, the following steps should be taken:<\/p>\n

\u2022 Verbal communications with specific key Faculty:<\/p>\n

\u2022 BA Honors Course \u2013 Kevin Fountain
\n\u2022 Teacher Training Course \u2013 Thomas Holmes
\n\u2022 Academy Building \u2013 Kevin Fountain
\n\u2022 Finance \u2013 Rebecca Balzia<\/p>\n

\u2022 If the complaint cannot be resolved by discussion at the Department Director level it will be referred to the Director of MPAA, Kevin Fountain and where the issue is performance related it would be referred directly to the CEO.<\/p>\n

\u2022 If the complaint is considered too serious to be resolved by the Director of Academy or remains unresolved it will be referred to CEO, Ben Darmanin.<\/p>\n

\u2022 The complaint will then be discussed with the complainant, Director of Academy and CEO and if necessary any other person(s) involved.<\/p>\n

\u2022 Ultimately the Director of Academy and a directive given will resolve the complaint.<\/p>\n

\u2022 In the instance that the complaint is about the Director of Academy or the CEO, whomever the complaint is not about will discuss the best course of action with an appropriate MPAA employee.<\/p>\n

\u2022 In the instance where a solution cannot be reached by the above channels, an external mediator will be contacted and included in discussions.<\/p>\n

\u2022 Appeals will be considered from both sides but only where the Director of Academy\/CEO feels there is merit in continuing with the process or if it is felt further investigation might be required. However the process should have been detailed enough to enable a sensible and acceptable outcome.<\/p>\n

At all times the complainant will be advised to be accompanied by a friend or student representative. If the complainant is under 18 years of age and parents wish to become involved this will be encouraged. If the complainant is over 18 years of age parental involvement will be acceptable but only if required by the student.<\/p>\n

The process is documented and details maintained on the complainant file. If disciplinary action is required the disciplinary procedure will be followed as set out in the Faculty Handbook <\/p>\n

MPAA takes seriously all problems that arise during the course of the term. No complaint goes unanswered.<\/p><\/div>[\/vc_column][\/vc_row][vc_row pix_particles_check=””][vc_column]

Retaliation Prohibited<\/h3><\/div><\/div><\/div>

MPAA strictly prohibits retaliation against an individual who in good faith raises a concern about, or otherwise opposes, discrimination, harassment, retaliation or other behavior this policy prohibits, even if the concern proves to be unfounded or the investigation is inconclusive.<\/p><\/div>[\/vc_column][\/vc_row][vc_row pix_particles_check=””][vc_column]

Ba (Hons) Musical Theatre Performance Course<\/h3><\/div><\/div><\/div>

Students on the BA (Hons) Musical Theatre Performance Course who have any complaints should also refer to UWL\u2019s Complaints Procedure for guidance.<\/p><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"[vc_section full_width=”stretch_row” pix_bg_grdient=”bg-gradient-primary” fade_in_opacity=”pix-opacity-1″ pix_over_visibility=”” bottom_divider_select=”dynamic” bottom_moving_divider_color=”%5B%7B%22d_color_1%22%3A%22rgba(255%2C255%2C255%2C0.25)%22%2C%22d_color_2%22%3A%22%23f8f9fa%22%7D%2C%7B%22d_color_1%22%3A%22rgba(255%2C255%2C255%2C0.5)%22%2C%22d_color_2%22%3A%22%23f8f9fa%22%7D%2C%7B%22d_color_1%22%3A%22%23ffffff%22%2C%22d_color_2%22%3A%22%23f8f9fa%22%7D%5D” pix_overlay_color=”gradient-primary” css=”.vc_custom_1589074203106{padding-top: 80px !important;padding-bottom: 150px !important;}” pix_overlay_opacity=”0.85″ 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