It is recognised across the College that prompt attention to an informal complaint not only demonstrates a caring and supportive attitude, but can often save time overall and prevent the escalation of a minor problem. All staff must take responsibility for handling complaints from College users and the public. Staff must, however, be sensitive to the informal (verbal) complaints of a serious nature and notify their manager and/or the Student Services Manager without delay. All formal and/or written complaints must be recorded in accordance with this procedure.
The Student Services Manager will report to the Senior Management Team and Curriculum & Quality Committee annually on formal complaints received, their resolution and those outstanding.
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