College Policies

The Complaints Procedure is intended for the use of students (and/or their parents) and where applicable, to external users of College facilities, who may have a complaint about any aspect of life at the college or the education & other services provided by it.

A complaint may be a minor problem e.g. not being satisfied with the quality of feedback on a particular piece of homework, or a major one e.g. bullying; feeling that you are not being taught properly. Speaking to the member of staff concerned may clear up minor problems quickly and informally. If they are not dealt with satisfactorily at this stage, you may need to follow the procedures outlined below, starting at step 1. For serious complaints, go straight to step 2.

Aims of the Complaints Procedure

  1. Complaints to be dealt with fairly and quickly
  2. All complaints will be investigated thoroughly. This may involve obtaining statements, interviewing witnesses or some form of hearing.
  3. An initial response to be made as soon as possible, and within 10 working days.
  4. For you to be kept informed of every step taken.
  5. A clear explanation of the outcome of the complaint given. In the case of complaints beyond step 1 a letter will be sent to the complainant covering such issues as the complaint, how it was dealt with, the action taken, and any further steps which then follow.

How to make a complaint

If there is any aspect of college that you are not satisfied with, you have the right to complain.

Step 1

If the complaint is a minor one, you should approach the relevant member of staff. If you feel uncomfortable about doing this then you could seek informal advice from e.g. another member of staff, or your employer. Often a simple chat, exchange of views, mutual apology, etc. can solve a problem before it gets too serious.

At this stage, the matter will be dealt with informally, and ideally a mutually agreeable solution found. Nothing need be recorded unless you or the staff member wish to do so.

If you are not satisfied by the outcome of Step 1, you should move to Step 2.

Step 2

If the matter is sufficiently serious, you should take the complaint directly to the Adult Education Manager or Vice Principal, or in the most serious cases, the Principal.

If the complaint is about the Principal you should complain to the Vice Principal who will refer it to the Chair of the Corporation.

Any person against whom a complaint has been made will be informed of the nature of the complaint.

A confidential written record will now be kept, read and signed by you. This will include details of the complaint, and the action taken.

Step 3

If the matter is still unresolved then the Principal or Vice Principal will become involved. If they are not already aware of the problem, either you or the college may choose to involve your parents (16-19 yr students) at this stage.

Appeals procedure

If, after your complaint has reached stage 3 no satisfactory resolution has been reached, you have the right to appeal to the Corporation. This should be done within 10 working days. In the first instance you should write to the Clerk to the Corporation at the College address. The Corporation will set up an Appeals Sub-Committee to look into the Complaint and the college's response to it.

The Appeals Sub-Committee will consider the complaint in a manner that it will determine and give a written decision to all parties which decision shall be final.