Conduct, Concerns and Complaints Policy

What You Can Expect

—and—

what to do if something goes wrong

1. Scope

Faber Academy is a creative writing school. We want to create the best possible environment for writers to explore, question and master their craft, supported by world-beating tutors and sympathetic staff.

Our classes bring together small groups of students in often intense working conditions, sharing their work, ideas and opinions. Our tutors work flexibly to shape each course to suit the individual needs of each group of students, while maintaining a steady through line to ensure that all students receive the guidance and support they expect from a Faber Academy class. 

To facilitate this, we operate an open-door, three-ring pick-up policy on the part of our support staff, so that our students and tutors know there’s always someone to talk to in the unlikely event that something goes wrong.

We are always looking for feedback to improve our courses and every student will have the opportunity to complete a feedback survey at the end of their course. This policy offers guidance in the unlikely event that an issue arrises which needs addressing before then.

2. Principles

2.1 What we expect of our students

Writing is hard. It can place an emotional, and sometimes physical, strain on the writer as they strive to improve. We expect our students to be prepared to be challenged, as their work will be critiqued by students and tutors – criticism of your work may be difficult to hear but it an essential part of the course. We expect all of our students to speak honestly and fairly but also to also be mindful of the sensitive nature of the work and the sensibilities of other students and to treat each other with respect. We expect students to be open, tolerant, respectful and empathetic in their interactions with other students, tutors and support staff.  Faber Academy wish to foster the supportive environment that we know can create magic.

2.2 What we expect of our tutors

We expect our tutors to lead the way. They have years of experience in creative writing classrooms and as such we expect them to challenge their students, nurture debate, bring in reluctant voices to balance discussions. We expect our tutors to provide feedback and critiques of our student’s work in an honest and fair manner, mindful of the sensitive nature of the work and the sensibilities of the students and to treat all students with respect. We expect our tutors to be open, tolerant, respectful and empathetic in their interaction with the students, other tutors and support staff.

2.3 What we expect of Faber Academy staff

We expect Faber Academy staff to be sympathetic and fair, courteous and helpful. We expect promptness in reply to any queries, concerns or complaints.

The office is always available by email or phone – and if you’re at Bloomsbury House for a course, there will always be someone to speak to. If you would like to raise a concern or a complaint, we will respond within two working days, if only to acknowledge receipt.

2.4 What constitutes a concern?

For our purposes, a 'concern' is something that you feel is not right with your course, but that you feel could be rectified without recourse to any formal proceedings. An example of this might be if you felt that a peer review schedule had been decided in a way that adversely affected you, or if you felt that a fellow student had engaged with your work in a way that contravened the guidelines above.

2.5 What constitutes a complaint?

A complaint is more formal than a concern. It would be appropriate to raise a complaint in the following circumstances:

1 — An earlier concern had not been addressed in a satisfactory way and you would like to escalate it; or

2 — The issue concerns a member of Faber Academy staff; or

3 — The issue concerns potential or actual harm – physical or mental – to you or a fellow student; or

4 — You deem the issue to require legal counsel or a third-party mediator to achieve an equitable resolution.

3. Procedure

3.1 How to raise a concern

If you have a concern and would like to let us know, there are two ways of doing so:

The first is to talk to your tutor: they will be available before, during or after class for you to raise your concern. If the concern can be resolved between you and the tutor, it will be, with no undue delay. If the concern cannot be resolved between you and the tutor, the tutor will bring the concern to the attention of a member of Faber Academy staff.

In the unlikely event that your concern relates to your tutor, you should bring it directly to a member of Faber Academy staff. Click here for our contact page.

3.2 How to raise a complaint

To raise a complaint, you should in the first instance contact the Head of Faber Academy, Joey Connolly. His email address is joey.connolly@faber.co.uk and his direct line is 0207 927 3868. You can also write to:

Joey Connolly
Head of Faber Academy
74–77 Great Russell Street
London
WC1B 3DA

When raising a complaint, include as much relevant detail as possible, including dates and times, the names of the parties involved, the specific nature of the complaint and, if possible, a record of any previous contact you have had with Faber Academy regarding the issue.

The Head of Faber Academy will acknowledge receipt of your complaint within two working days of receipt of the complaint, and will aim to respond in full within ten working days thereafter. In order to try to resolve your complaint, it may be necessary to appoint a third-party mediator. This may be the Head of Faber Academy or it may be someone else, but if such an appointment is deemed necessary, it will be made in consultation with you. Our aim is always to resolve a complaint quickly and equitably.

3.3 How to appeal

If you feel that your complaint has not been satisfactorily resolved, or if your complaint specifically concerns the Head of Faber Academy, you may raise it to the director with responsibility for Faber Academy, Nigel Marsh. To do that, write to:

Nigel Marsh
Director – Technology, Digital and Production
Faber & Faber
74–77 Great Russell Street
London
WC1B 3DA

The director's decision will be final.

4. Our assurances

4.1 Timing

We will always hear your concern or complaint in good time. All emails shall be replied to within two working days, even if just to acknowledge receipt.

4.2 Confidentiality

Your concern or complaint will always be treated in strictest confidence. If anyone at Faber needs to hear the details, you will be informed who and why.

4.3 Legal advice/consultation

If it is appropriate, Faber Academy may seek legal advice or consultation from any quarter. In this event, you will be notified.

4.4 Terms and conditions

Click here for our full terms and conditions: TERMS AND CONDITIONS