We have a dedicated team on hand to deal with any complaints, in confidence, to ensure our duty of care of you
All of our students can come to us if they have an issue or complaint with any aspect of education and training.
We welcome all feedback, both positive and negative, and consider complaints to be a valuable source of information enabling us to improve our services and enhance the student experience.
We want to ensure that our students have a voice and an ability to express concerns about all aspects of our delivery. Each case will be considered on its own merits with regard to the evidence and circumstances presented, and we aim to resolve any complaint promptly and fairly, in accordance with our student complaints procedure, and without risk of disadvantage or recrimination.
Examples of complaints might include:
- Failure by the Trust to meet its obligations including those outlined in the course/student handbooks or Student Charter
- Misleading or incorrect information provided by the Trust in prospectuses or promotional material
- Concerns about the delivery of a programme, teaching or administration
- Poor quality facilities, learning resources or services provided directly by the Trust.
Who can make a complaint?
Any student currently registered on a Trust course, including postgraduate courses, CPD courses, or Digital Academy courses, can make a complaint under the Student Complaints Procedure.
If you are studying at a national centre or partner institution, you should follow our Student Complaints Procedure, unless your complaint is concerned with a service issue at the partner institution. In these cases the issue should be raised via the partner institution’s internal complaints procedure.
How can I make a complaint?
Raising your complaint informally often provides the quickest and most effective way to resolve an issue. When raising your concern make clear what outcome you would like.
If you are on a postgraduate course, you should email your course lead or personal tutor in the first instance.
If you are on a CPD or Digital Academy programme, you should email your course administrator at firstname.lastname@example.org
If you are not sure who to contact, you can contact email@example.com and we will redirect your query.
What if my complaint isn’t resolved?
If you are not satisfied with the response that you have received or the outcome of your informal complaint, or where it is appropriate due to the nature of the complaint, then you can submit a formal complaint online.
As part of the formal submission of your complaint, you will be required to provide:
- details of your complaint
- details about any action you have already taken to resolve your complaint, and responses received
- why you are not satisfied with any initial response
- your desired outcome
- any supporting evidence that might be important
Once received, your complaint will be referred to a Complaint Investigator who will investigate the issues or concerns raised. This will include meeting with you, and any other person involved in the complaint. Formal complaints normally take around 6 – 8 weeks to be investigated at which point we will send you an outcome letter.
What if I am unhappy with the end outcome?
If you have received the outcome of your complaint and you remain dissatisfied with the outcome, you may be able to request an internal review. This is not a re-investigation of your complaint, and can only be requested for:
- a review of the procedures that have previously been followed
- consideration of whether the outcome of the complaint investigation was reasonable in all the circumstances
- consideration of new material evidence that you were unable, for reasons beyond your control, to provide earlier in the process.
To request an internal review, please complete the internal review form within ten working days of the Trust’s response to your formal complaint.
Once an Internal Review has been completed, you may be entitled to ask the Office of the Independent Adjudicator (OIA), to review your complaint. This is only available to students on a validated postgraduate course.
This must be done within 12 months of the date of the Completion of Procedures letter you will receive once you have completed our internal procedures.