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ISOC Policies

Attendance and punctuality policy

ISOC is committed to providing a professional and productive learning environment. To ensure the best experience for all participants and to meet accreditation requirements, the following attendance and punctuality standards apply:

Attendance

  • Learners are expected to attend all scheduled training sessions in full.
  • Where absence is unavoidable, learners should notify ISOC in advance.
  • Persistent or unexplained absence may be reported to the sponsoring organisation or employer.

Punctuality

  • Training begins promptly at the stated start time. Learners are expected to arrive on time.
  • Late arrival (more than 15 minutes after the start of a session) may disrupt the group. Trainers may at their discretion ask latecomers to wait until the next suitable break before joining.
  • Repeated lateness will be addressed with the learner and, if appropriate, with their sponsoring organisation.

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ISOC complaints policyĀ 

ISOC is committed to maintaining high standards in the design and delivery of its training. We welcome complaints as valuable feedback and as opportunities to learn and improve our services.

If you have any comments or concerns, please speak to your ISOC Training Manager or email [email protected].

ISOC will handle all complaints fairly, promptly, and in confidence, with the aim of reaching a constructive resolution.

ISOC staff are expected to always be approachable and willing to listen to any complaint or feedback. They should respond in a polite manner and try their best to take reasonable steps to resolve the matter.

Learners and client organisations will be made aware of the Complaints Procedure at the outset of their training.

First point of contact: Complaints should be raised directly with ISOCā€™s Training Manager (the booking contact).

Second point of contact: If a complaint cannot be resolved internally, learners may refer the matter to the British Accreditation Council (BAC). The Training Manager will remind them of this option.

Procedure

Concerns should be reported as soon as possible to the Training Manager, either verbally or in writing.

If the complaint is made verbally, the Training Manager will keep a written record.

The complaint will be acknowledged within five working days.

The Training Manager will investigate the complaint fairly and impartially, consulting relevant parties as required.

The Training Manager will notify and consult the General Manager on all complaints.

A written response will normally be provided within 20 working days.

Where the complaint is upheld, ISOC will take corrective action and record the issue for continuous improvement.

If the complainant remains dissatisfied after ISOCā€™s response, they may escalate the matter to the British Accreditation Council (BAC).

BAC complaints procedure

BAC has a formal student complaints procedure for all our accredited centres. Our complaints procedure is covered in our Accreditation Handbook. We will try to help you to resolve your dispute with a BAC-accredited centre, but there are some things that you will have to do before we can take up your case.

Please read the following important information if you wish to make a complaint against an accredited institution.

First, you need to show that you have tried to resolve your complaint through your centreā€™s complaints procedure. The centre management may wish to respond to and/or address your concerns. You will be in the strongest position if your complaint is made while you are enrolled at the centre. If you leave and then complain, you may be more likely to experience difficulties securing prompt responses from the centre. Also, it would be wise to consider any visa conditions prior to leaving the centre.

You need to show that you have read the centreā€™s Terms and Conditions in relation to your complaint, and that you have made a satisfactory effort to try and resolve your complaint with the centre directly.

BAC can only pursue a complaint if you provide us with written and signed authorisation to do so. Formal letters of complaint should be posted to BACā€™s London office. BAC will only consider complaints which are directly relevant to the standards for accreditation.

Before submitting your complaint to BAC, please ensure that you have included the following:

  1. A full description of all circumstances leading to the complaint being made.
  2. A signed statement indicating that you authorise BAC to contact the institution on your behalf.
  3. All documentation relating to the complaint being made, including, but not limited to:
  • Enrolment letters
  • Any receipts for payment made to the institution
  • Any visa letters sent and received (if relevant to the complaint)
  • Any correspondence between you and the institution which relates to this complaint (this should include documentary evidence that the centreā€™s own complaints procedure has been used and exhausted)
  • The institutionā€™s terms and conditions and/or refund policy, if you have access to this
  • Any other relevant documentary evidence

N.B. Please ensure that you retain copies of all submitted documents as it will not be possible for BAC to return them. Note that BAC will be unable to take action on any complaints without first receiving the above.

You may contact the British Accreditation Council (BAC) as follows: www.the-bac.org | +44 300 330 1400

E-policy on social media and devices

The use of social media, phones and cameras during training needs to be managed carefully and thoughtfully with attention both to the negative impact of distractions on learning outcomes, and to potential privacy and compliance issues related to recording and posting content from training. This policy sets out best practices that training administrators and trainers are required to follow.

  • Trainers will maintain and enforce awareness of the potential issues and necessary practices around the use of social media and devices in training.
  • Face to face training: learners should switch off phones, laptops and other devices in order to pay full attention to the course.
  • Online learning: learners should close applications and browser windows other than the active training window.
  • Learners should agree not to record their screens when the screen contains any other learner.
  • Learners should agree not to take and post online pictures containing any other learners (e.g. end-of-course group shots) without the consent of everyone.
  • Learners who feel strongly (e.g. for cultural reasons) that they must not have their image recorded may have the option to keep their camera off.