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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Complaints policy

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 training@isoc.com.

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

Procedure

1. Concerns should be reported as soon as possible to the Training Manager, either verbally or in writing
2. If the complaint is made verbally, the Training Manager will keep a written record
3. The complaint will be acknowledged within five working days
4. The Training Manager will investigate the complaint fairly and impartially, consulting relevant parties as required
5. The Training Manager will notify and consult the General Manager on all complaints
6. A written response will normally be provided within 20 working days
7. Where the complaint is upheld, ISOC will take corrective action and record the issue for continuous improvement
8. If the complainant remains dissatisfied, they may escalate the matter to the British Accreditation Council (BAC)

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BAC complaints procedure

BAC has a formal student complaints procedure for all accredited centres. If you wish to make a complaint against an accredited institution, please note the following requirements.

You need to show that you have tried to resolve your complaint through the centre's own complaints procedure first. You also need to show that you have read the centre's terms and conditions in relation to your complaint.

BAC can only pursue a complaint if you provide written and signed authorisation. Before submitting your complaint to BAC, please ensure that you have included:

1. A full description of all circumstances leading to the complaint
2. A signed statement authorising BAC to contact the institution on your behalf
3. All documentation relating to the complaint, including enrolment letters, payment receipts, visa correspondence (if relevant), all correspondence with the institution, terms and conditions, and any other relevant evidence

Please retain copies of all submitted documents as BAC will not be able to return them.

You may contact the British Accreditation Council: www.the-bac.org | +44 300 330 1400

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Social media and devices policy

The use of social media, phones and cameras during training needs to be managed carefully with attention to the impact of distractions on learning outcomes, and to privacy and compliance issues related to recording and posting content from training.

• Trainers will maintain and enforce awareness of 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 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 other learners without their consent
• Learners who feel strongly that they must not have their image recorded may have the option to keep their camera off