Consultation undertaken with:-
|West Lancashire College:||No|
|Newcastle Sixth Form College:||No|
This policy applies to:-
|West Lancashire College:||No|
|Newcastle Sixth Form College:||No|
Kidderminster College is committed to providing high quality services for all our College Community. Taking account of users’ views enables the College to promote and develop capacity for sustainable improvement.
The College operates a staged complaints procedure through which it aims to resolve concerns as quickly as possible. This document details that Complaints Procedure. A complainant may be a learner (FE or HE), prospective learner, parent, employer, or any other interested party who indicates dissatisfaction with the current level of service. All complaints will be taken seriously and dealt with impartially.
Academic Appeals are not a part of this policy or procedure. Please refer to the College’s FE or HE Academic Appeals Policies.
Stage 1 of the procedure differs slightly for learners and other users of the college/members of the public.
Employees or former employees should use the College’s Grievance Policy and Procedure. Further details and advice on this can be obtained from Human Resources.
KIDDERMINSTER COLLEGE COMPLAINTS PROCEDURE
Stage 1 – Informal
Rather than let an issue of concern or an area of dissatisfaction become a complaint, we hope that you will try to resolve your issue promptly by:
Once you have raised an issue of concern, the College will respond in a timely manner.
If you are dissatisfied, or have any concerns with the service provided by the College, you can raise the issue:
If you are a member of the public, parent, ex-student or general user of the College and you are dissatisfied or have concerns about the service provided, you should in the first instance:
If you are dissatisfied with the informal resolution, then the issue should be raised formally using the College’s Complaints Form.
Our feeling is that the majority of issues are capable of being resolved at Stage 1 within ten working days. If your concern is not satisfactorily resolved at Stage 1, you have the opportunity to take your complaint to Stage 2 of the College Complaints Procedure.
Stage 2 – Formal
The college appreciates that there may be occasions where the above process is inappropriate and that a more formal approach is necessary. Where it has not been possible to resolve matters to your satisfaction under Stage 1, you should submit your complaint to the Learner Services Manager. The Director of Learning oversees the complaints process.
You should complete a complaints form identifying both the nature of the complaint and, if appropriate, the individual against whom the complaint is being made. Any complaint against an individual will be dealt with in a confidential manner.
The complaints form is available from Learner Services or the college website.
|Learner Services Manager||Address||Telephone No|
|Gail Fenton||Kidderminster College
Upon receipt of the Complaints Form, we will write to you and/or to your representative within 5 working days, acknowledging receipt of your complaint.
If you write to us, please outline your concerns as clearly and in as much detail as you can. Please include your name and address, dates, locations and witnesses as appropriate. You should outline any previous unsuccessful attempts at resolution and what reasonable steps should be taken to resolve the complaint.
The Learner Services Manager will approach the relevant lecturer/course co-ordinator/personal tutor/training officer/co-ordinator or service manager on your behalf.
You will receive a response within 10 working days and we will tell you how we plan to investigate and when you might expect a detailed answer. It is our aim that most complaints under Stage 2 should be resolved within 28 days. You will be informed if there is likely to be any delay in the process.
The Learner Services Manager will notify you in writing of the result of your complaint and the reasons for the decision. Alternatively, a meeting can be arranged for feedback to be given.
If your complaint is about the Learner Services Manager, you can contact the Principal via the above contact address and telephone number. The Principal will designate another manager to resolve the issue.
Stage 3 – Appeal
If you are dissatisfied with the response to your Stage 2 complaint, you have the right to escalate your complaint to Stage 3. You should put your appeal in writing, detail the reason for your dissatisfaction, what you have done to try to remedy the complaint informally and what you would like us to do next. Any complaint against an individual will be dealt with in a confidential manner.
Stage 3 appeals should be sent to the office of The Principal, Kidderminster College, Market Street, Kidderminster, DY10 1AB. You will receive a response within 10 working days and we will tell you how we plan to investigate and when you might expect a detailed answer.
Stage 4 – Learners, General and Employers
If your concern is not resolved at Stage 3 and you are still not happy you can appeal to the Skills Funding Agency (SFA) for all courses.** Before you can do this, you must have exhausted all three stages of the College’s Complaints Procedure. If your concern reaches this stage, we will give you full information on how to proceed. You should note that any complaint made to the SFA must be made in writing within 3 months of exhausting the above Complaints Procedure.
The address for the SFA is:
|The SFA Accounts Director
St Georges House
Team Valley Trading Estate
Complaints received by an external funding body or arbitration service (e.g. Skills Funding Agency or Department for Work and Pensions) will be referred to the NCG Chief Executive for investigation.
If your concern is not resolved at Stage 3 and you are still not happy, you can appeal to the Office of the Independent Adjudicator (OIA). Before you can do this, you must have exhausted all three stages of the College’s Complaints Procedure. If your concern reaches this stage, we will give you full information on how to proceed. You should note that any complaint made to the OIA must be made in writing within 3 months of exhausting the above Complaints Procedure.
The address for the OIA is: –
Office of the Independent Adjudicator for Higher Education
57-75 Kings Road
If you are a learner, you may wish to take advice and support from Learner Services during the complaints process.
If you are on a course validated by University of Worcester and, if, after exhausting all three stages of the College Complaints Procedure, you remain dissatisfied, you have the right to submit your complaint to the university.
Complaints made via Social Media
Please note where a complaint is received via Social Media, the College will respond advising the complainant to follow the College’s Complaints Procedure.
To download the Complaints Form click here