Coleg Cambria Complaints Procedure
A Guide for Students & Customers
Contents
Coleg Cambria Complaints Procedure – A Guide for Students & Customers 3
Customer Complaints Procedure 4
What is a complaint? 4
What can I complain about? 4
Who can complain? 4
How do I make a complaint? 5
Front Line Resolution 6
Investigation 6
Anonymous Complaints 7
What should I do about matters of Public Interest/Serious Concerns? 7
How should I complain about Principal/Deputy Principal/Vice Principal)? 7
How should I complaint about a member of College Staff? 8
Appeal 8
Coleg Cambria Complaints Procedure – A Guide for Students & Customers
We are committed to achieving excellence in the services we provide. However, we recognise that sometimes things can go wrong and you may be unhappy with the service you receive. When this happens we would like to know about it. This document describes our complaints procedure and how to make a complaint.
We value all complaints received and use information from them to help us improve our services.
A summary of complaints received together with actions taken to improve services is reported to Senior Managers on a termly basis and our Governing Body on an annual basis.
Your views are very important to us.
Customer Complaints Procedure
What is a complaint?
We regard a complaint as an expression of dissatisfaction by one or more customers about the college’s action or lack of action, or about the standard of service provided by the college or on its behalf.
What can I complain about?
You can make a complaint about things like:
· a failure to provide a service
· inadequate quality or standards of service
· the admissions process
· the disciplinary process
· a request for a service or for information which we have not actioned or answered
· our policies
· wrong information about academic programmes or our services
· the quality and availability of facilities and learning resources
· accessibility of our buildings or services
· the behaviour of a member of staff or contractor
· a student’s behaviour
· treatment by or attitude of a member of staff or contractor
· disagreement with a decision where you cannot use another procedure to resolve a matter
· our failure to follow the proper administrative process.
This list is not meant to be complete.
Who can complain?
Anyone who receives, requests or is affected by our services can make a complaint. Sometimes a customer may be unable or reluctant to make a complaint on their own. We will accept complaints brought by third parties as long as the customer has given their personal consent.
How do I make a complaint?
The college’s Complaints Handling Procedure aims to provide a quick, simple and streamlined process for resolving complaints locally by capable, well-trained staff.
Our complaints process provides two opportunities to resolve complaints:
1. frontline resolution, and
2. investigation.
Front Line Resolution
Frontline resolution aims to quickly resolve straightforward customer complaints that require little or no investigation. Any member of staff may deal with complaints at this stage unless they are the subject of the complaint or have a clear conflict in the matter.
If you are not sure who would be the best person to deal with your complaint then you can talk to a Student Services Advisor or your Personal Tutor. They will listen to your problem/concern and advise you about the best course of action to take. Anything you say will be treated with discretion.
Investigation
Not all complaints are suitable for frontline resolution and not all complaints will be satisfactorily resolved at that stage. Complaints handled at the investigation stage are typically complex or require a detailed examination before we can state our position. These complaints may already have been considered at the frontline resolution stage, or they may have been identified from the start as needing immediate investigation.
Complaints of this nature should be forwarded to:
The Principal’s Office
Coleg Cambria
Grove Park Road
Wrexham Ll12 7AB.
Tel: 01978 316424
Email:
Anonymous Complaints
We value all complaints. This means we treat all complaints seriously including anonymous ones and we will take action to consider them further, wherever it is proper to do so. Generally, we will consider an anonymous complaint if it gives enough information for us to make further enquiries. Failing this, we may decide not to pursue it.
If an anonymous complaint contains serious allegations, we will refer it to a senior manager immediately.
What should I do about matters of Public Interest/Serious Concerns?
The College has a ‘whistle-blowing’ policy which relates to disclosure of matters of public interest/serious concerns such as alleged fraud, maladministration or unlawful activities.
Issues of this nature should be directed to:
Ms Bethan Lloyd-Jones
Clerk to the Corporation
Coleg Cambria
Grove Park Road
Wrexham
LL12 7AB
Email:
How should I complain about Principal/Deputy Principal/Vice Principal)?
Complaints regarding the Principal/Deputy Principals or Vice Principal (Senior Post Holders) should be directed to Bethan Lloyd-Jones, Clerk to the Corporation ()
How should I complaint about a member of College Staff?
Complaints regarding members of staff should be directed to the Principal’s Office in the first instance.
Appeal
If you wish to appeal against the final response to your complaint you may do so by writing to the Principal setting out the reasons for your appeal within 10 working days of the complaint response being sent.
Appeal letters should be addressed to:
David Jones OBE
Principal/Chief Executive
Coleg Cambria
Grove Park Road
Wrexham LL12 7AB.
Issue 8: 5 12-2014. Page 4 of 8