91ߣɫ

Making a Complaint

91ߣɫ welcomes feedback from students, employers and members of the public about courses, services, facilities and other matters for which the College is responsible. All formal complaints will be fully investigated sensitively and our aim is to respond quickly, positively and to reach an outcome that is satisfactory and fair for all concerned. The information gained as a result of these investigations will be used in the pursuit of corrective action and / or continual improvement.

It is always our aim to manage issues and complaints in a way that is sensitive to the needs of individuals and groups, and supportive of the 91ߣɫ's goal of providing an excellent customer service, every time. You can be assured that we will treat any complaint seriously and impartially.

There are a number of informal channels you can follow which we expect would usually lead to a resolution if you have an issue you wish to raise. This can be done by:

• A visit to Student Services
• Speaking to a tutor or member of staff who represents the department of the college about which you have an issue or concern
• Speaking with a Curriculum Leader
• Speaking with the Head of Area

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Our Complaints policy dictates that should your complaint be staff / course related that you have already gone via the informal route above for any complaint.

You will be asked to outline the informal steps you have taken to resolve your complaint as part of the online formal complaint process so it is important that you follow informal channels first.

A complainant may find that the matter can be resolved at the informal stage. However, if that is not the case the complainant may then lodge a formal complaint by completing our online complaint form byÌý.

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Should you require assistance to complete a complaint form digitallyÌýyou can contactÌýStudent Services or the Principalship office.ÌýÌý

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A full copy of our Complaints Policy byÌýclicking here.Ìý

**PLEASE NOTE: Select the document you refer to carefully - documents (1), (2) are for Higher Education learners , so can only be used if you are on a Higher Education course, detailed here. If you are not a Higher Education learner, please refer to documents (3).**"

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Attachments

• Higher Level 4-5 Admissions Policy and Procedures 2022-23
• Higher Education and Higher Level 4/5 Student Complaint – Code of Practice for Staff 2022-23
• 91ߣɫÌýComplaints Policy 2022-24