The College is committed to providing the best possible service to all students and we welcome students’ comments – either positive or negative. Every complaint will be taken seriously by the College (whether they take the form of a comment or a formal complaint).
The College promises to:
- Respond to every complaint speedily
- Look into every complaint thoroughly and fairly
- Deal with every complaint honestly, politely and in confidence
- Apologise if we made a mistake and to put things right
The following is an outline of how to make complaints and how they are dealt with.
Step 1 – Informal
We endeavour to handle complaints informally at the point at which they arise. Many apparent concerns arise from misunderstandings that can quickly be resolved by talking things through with your main point of contact at the University.
If you wish to complain about an individual and you are unhappy approaching them directly, you can talk informally to the Head of Administration or the Vice Principal, whoever is available.
Step 2 – Formal
- If you feel unable to make an informal approach, or consider that your complaint has not been satisfactorily resolved, you will need to complete a Student Complaint form which can be downloaded from the College website (see Policies and Support). You can also write to – the Vice-Principal, Programme Director or Head of Administration whoever is appropriate.
- You will receive an acknowledgement within 5 working days of its receipt, and a response will normally be sent to you within 15 working days. If the complaint is likely to take longer to investigate, we will keep you informed of progress on a regular basis.
- If you remain dissatisfied with the outcome of the College’s response to your formal complaint from Step 2 above， you are entitled to appeal to using the Appeal Against the Outcome of a Complaint. This will be heard within fifteen days by a Complaints Review Panel. The outcome of the panel hearing is final and you will be issued with a Completion of Procedure letter.
Step 3 – Complaint to the Office of the Independent Adjudicat
- If you remain dissatisfied with the outcome of your appeal you are entitled to refer your complaint to the Office of the Independent Adjudicator (www.oiahe.org.uk). Please see the Policies and Support for further information.