Procedure East Kent College Complaints Procedure PROCEDURES: Aims and Objectives The College will give careful consideration to all complaints and deal with them fairly, honestly and consistently. We will provide sufficient opportunity for any complaint to be fully discussed, and aim to resolve it through open dialogue and mutual understanding. We endeavour to make the procedure to:
Be easily accessible and publicised Be simple to use and understand lead to an impartial investigation allow for swift handling with established time-limits for action and keeping people informed of the progress ensure a full and fair investigation by an independent person where necessary respect people’s desire for confidentiality, wherever possible (some information sharing may be necessary to carry out a thorough investigation) address all points of issue, providing an effective response and appropriate redress, where necessary
Informal Stage It is recognised that concerns relating to the College will be raised by students, the general public and external agencies. These concerns can hopefully be dealt with immediately by the appropriate member of staff concerned. The College aims to resolve informal concerns quickly and to reach a satisfactory resolution. There is also a Feedback page on the College website for making comments and suggestions on the services we provide. Please note that this procedure applies to issues concerning the curriculum and service areas, but NOT appeals against exclusions. Then the matter will be dealt with under the student disciplinary procedure, a copy of which can be obtained from the College. All other complaints are handled by the College according to the arrangements set out below. How to Make a Formal Complaint STAGE 1 If you feel that a concern has not been resolved appropriately through informal discussion with the appropriate staff member or it is of serious concern and you wish to have the matter formally investigated you can make a formal complaint in writing. The process for making a formal complaint begins with the completion of a complaints form, which you will find at the end of this document. Approving Body: Governing Body Stage of approval: Approved Date of approval: 11th December 2013 Page 1 of 6
Procedure
If you would like help completing the form, the College will be happy to provide the assistance of someone unconnected with the complaint. The College will of course endeavour to assist with any special requests for additional assistance with this procedure as long as they are made aware at the outset. The complaint form should be returned to the College Office, for the attention of the Corporate Services Team (clientfeedback@eastkent.ac.uk), marked Confidential, indicating at which stage you are making the complaint. The Corporate Services Team will contact any staff members or students involved in the complaint and will acknowledge in writing receipt of the complaint form within 14 calendar days after receiving it and will enclose a copy of the College’s Complaints Procedure. The complaint will be investigated and a response sent to you within 21 calendar days. If it is not possible to conclude the investigation within this time frame the College will keep you advised of progress and a revised date for a resolution.
STAGE 2 If the concern/complaint has not been satisfactorily resolved by the outcome under Stage 1, you have the option of within 14 calendar days of receiving receipt of the outcome letter to write to the Corporate Services Team stating the reason you are unhappy with Stage 1 and request appeal. The complaint will then be sent to the Principal who may choose to nominate an appropriate member of the Executive who is not involved in the complaint to investigate the matter. A response will normally be within 14 calendar days and will inform you of the actions which will be taken to investigate your complaint.
STAGE 3 Following the action taken at Stage 3, if you still feel that the matter has not been resolved to your satisfaction, having exhausted the College’s procedure, you may wish to refer your complaint to the Skills Funding Agency (SFA): South East Area Director Area Relationship Team 2nd Floor The Observatory Brunel Chatham Maritime KENT ME4 4NT Approving Body: Governing Body Stage of approval: Approved Date of approval: 11th December 2013 Page 2 of 6
Procedure The SFA will not investigate complaints relating to exam results, curriculum content, employment issues, contractual disputes or matters subject to legal action. For students studying on HE Programmes validated by Canterbury Christchurch University: Formalised procedures to enable a complaint to be taken forward with the University, after the complainant has exhausted the College’s complaints procedure, are outlined and available from the link at: www.canterbury.ac.uk/handbook/student-procedures The document to refer to is listed as: Student Complaints Procedures (students at Partner Institutions ONLY) Following the University’s Student Complaints Procedures for students at Partner Institutions, if a complaint were not to be resolved through East Kent College’s three-stage complaints procedure (above) then a complaint should be referred to the Pro-Vice Chancellor (Academic), Canterbury Christ Church University, North Holmes Road, Canterbury, Kent, CT1 1QU. Monitoring and Review The Governing Body monitors the Complaints Procedure, in order to ensure that all complaints are handled properly. The Corporate Services Office log all formal complaints received by the College and records how they were resolved. Governors examine this log on an annual basis and consider the need for any changes to the procedure. Complaint Form The complaint form is to be used for formal complaints at Stage One or above. Please fill out this form and send it to clientfeedback@eastkent.ac.uk . Please indicate in the subject bar which stage of complaint you are making.
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Procedure
Students’ Complaints Procedure Flowchart The following diagram gives guidance to students if you have a concern about any part of your course. Additional, written information is given in the Student Handbook.
First Stage: Raise your concern with the Programme Director (Class Tutor or Personal Tutor)
Note: If you want to talk through your concerns prior to raising them with staff, informal support/guidance on procedure can be obtained from Support Services
Unresolved
Second Stage: Raise your concern with the Programme Area Manager for the curriculum area. A written summary is required
Unresolved
Third Stage: Raise your concern with the Curriculum Director. A written account of your complaint is required
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Note: If your concern is about the conduct of staff teaching your course, raise this with the manager
Note: At this 2nd stage, your concern is considered as a formal complaint. The process of resolving your complaint is overseen by the Corporate Services Team; this may involve arranging a Final Stage if your concern is not resolved at the 3rd Stage
Procedure
COMPLAINTS FORM Please fill out the below form and email to clientfeedback@eastkent.ac.uk or post to Corporate Services Team, East Kent College, Ramsgate Road, Broadstairs, Kent, CT10 1PN
Your name:
Address:
Postcode: Day time telephone number: Evening telephone number:
Please give details of your complaint (use additional pages if necessary):
Are there any equal opportunity issues associated with your complaint? (please indicate) Age, Disability, Gender reassignment, Marriage and civil partnership, Pregnancy and maternity, Race, Religion and belief, Sex, Sexual orientation
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Procedure What action, if any, have you already taken to try and resolve your complaint. (Who did you speak to and what was the response)?
What actions do you feel might resolve the problem at this stage?
Are you attaching any paperwork? If so, please give details.
Signature: Signing on behalf of the complainant? Y/N Print name and state relationship to complainant: Date:
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