Have Your Say
We are committed to working with all of our customers to improve our services. To help us do this, we record comments, compliments and complaints.
Please tell us if:
- you are very happy with the service from a member of our team,
- you are unhappy with the standard of service that you’ve received from us
- you would like us to know about your experience of our service but it is neither a compliment nor a complaint
All compliments will be communicated to the team/person concerned and is usually recorded on their personnel file. The information gained as a result of your compliment will be shared as an example of good practice.
All complaints made about courses, services and facilities for which the College is responsible will be fully investigated. The information gained as a result of these investigations will be used in pursuit of corrective action and/or continual improvement.
All of your comments are of value to us and will be used to improve what we do or reinforce what we are doing well.
You can use the contact form on the Contact Us page or email us on either firstname.lastname@example.org or email@example.com. Alternatively you can call the Executive Assistant to the Principal on 01225 328734 or talk to any member of staff. You can also contact us in writing by filling in our Complaint Record Form or by sending us a letter addressed to:
Executive Assistant to the Principal
If, as a student, you require support in order to make your comment or complaint please speak to the Students Union, a member of the Student Advice Centre, the Student Participation and Well Being Team or any member of staff.
If you make a complaint, within 48 hours you will receive an acknowledgement of your complaint.
Your complaint will then be allocated a complaint number and passed to the relevant Senior Manager / Head of Department / Head of Service. They will enquire into the complaint, which in some circumstances may extend to giving all parties an opportunity to be heard and if it is substantiated in whole or part, take action to correct the situation.
You will receive a response to your complaint within 10 working days of receipt. If your complaint requires extensive investigation which cannot be completed within 10 days, you will be kept informed of progress.
If you are unhappy with the outcome of the complaint, you can write to the Principal within 10 working days of receipt of the outcome and request a review of the matter. This will be undertaken by a Senior Manager who was not involved in the original process/decision and overseen by the Principal. A further investigation will be undertaken to try and reach a solution acceptable to both yourself and the College. If you are still not satisfied with the outcome, you can write to the Clerk to the Corporation within 10 working days of receipt of this outcome.
You may also find this document from the Skills Funding Agency to be of interest:
Complaints against Providers of Education and Training
Concerns or complaints about possible non-compliance with charity law may also be raised by a student, staff member or a member of the public. These cases should be sent by email, headed Principal Regulator, firstname.lastname@example.org