Student complaints procedure
Stage 1 of your complaint should be an informal resolution, so try and talk to the person/s responsible. Remain calm and clear so that you can if possible resolve the issue within stage 1.
Stage 2 If the matter cannot be resolved at stage 1, then a formal complaint submission form should be completed and submitted to the academic registrar within 15 college working days of the response or non-response to your complaint.
Make sure your complaint includes the time line of events and evidence in chronological order. Describe what happened, what you tried to do to reslove the matter and what you would like to see happen next. Try and submit it on time and if you need to add futher information at a later stage, please add a note to explain the information will follow. The registrar will normally get back to you within 10 working days.
If you remain dissatisfied with the outcome of the formal stage you can request a review.
Grounds for a review:
- New supporting material which couldn’t be referred to earlier
- There’s been a procedural irregularity in the procedure
- The outcome of stage 2 was unreasonable
You should write to the Central Secretariat within 10 working days of the decision letter giving you the outcome .
You must include one or more of the grounds stated above. The review stage of your complaint maybe accepted or rejected. If it is rejected, then you may be eligible to make a complaint to the OIA (Office of the Independent Adjudicator. http://www.oiahe.org.uk/
The same complaint process is followed for a group complaint but you need to nominate one person to act as a representative for the whole group. This person should share all information with everyone in the group and act as the college point of contact. The college will communicate the outcome to each individual member of the group. If some of the group are not happy with the outcome, they can still take the complaint to the next stage without the rest of the original group.
The college will only accept anonymous complaints in exceptional circumstances.