Comments - Compliments - Complaints

The College prides itself on providing services of the highest quality in line with our customers’ needs. By telling us how we are doing, you can help shape the future of these services.

Your comments

• If you have any comments or suggestions, you can contact us in a number of ways:
• Tell the member of staff you are dealing with.
• Phone or write to the College.
• Complete the attached form and then place it in the box provided, we aim to respond within 15 working days where possible.

Your compliments

If you think we have performed well, we would like to recognise this so that other services can follow the example. Please contact us in any of the above ways.

What you can expect from us

We will record your compliments and pass them on to the relevant member of staff and the appropriate manager.

Your complaints

If you have a complaint regarding a College service, or feel we could introduce a new service, or have a complaint about an employee you should:

• Where possible discuss the issue with the member of staff concerned. If they are not available, or it is inappropriate, ask to speak to a manager.
• If you are not satisfied with the initial response to your complaint please put your concerns in writing and ask for your complaint to be investigated by the College.

What you can expect from us

• If the problem cannot be resolved immediately, you will receive an acknowledgement within 3 working days and a response within 15 working days where possible.
• If we have got things wrong, you will receive an apology in writing (unless the problem is resolved immediately).
• All comments, compliments and complaints will be monitored to ensure that the College learns from this feedback.

If you are unsure which department to contact, please telephone 01376 321711.

If you have exhausted our complaints procedure and wish to take up the matter with the Learning and Skills Council, please call 0845 019 4179.

Useful Addresses

The Essex Learning and Skills Council

If you have exhausted all the stages of the College’s procedures and are still not satisfied, you can appeal to the Learning and Skills Council (LSC) – an independent body which will look into your complaint about the College. The LSC will do this only if you have taken your complaint through the College’s system.

Their address is:

Learning and Skills Council
Redwing House
Hedgerows Business Park
Colchester Road
Chelmsford CM2 5PB

Telephone: 0845 0194179