YORKSHIRE COAST COLLEGE
PROCEDURE: COMPLAINTS
1. Reason for Procedure The College takes any complaint very seriously and sees complaints and suggestions as positive ways to improve the quality of its services to all its students, neighbours and stakeholders. Purpose of Procedure Complaints contribute to the Quality Reviews that are undertaken by each area of the College with the purpose of preventing issues re-occurring. A summary of all complaints is provided to the Board of Corporation annually. Scope of Procedure All complaints should be addressed to the Personal Assistant (PA) to the Directorate of Curriculum and Quality and are received by the PA to the Directorate of Curriculum & Quality. The Learner Services Manager coordinates the complaints system across the College. Any complaint is referred to the Manager of the relevant area of the College. They are required to investigate the complaint and report the results of the investigation to the Learner Services Manager, in the form of a draft response to the complainant. The College will normally respond to a complaint within 10 working days of its receipt. If the complaint requires a complex investigation it may take longer. The complainant will be informed of this and the target time for a response beyond the 10 days of receipt of the complaint. The Procedure • All learners will be informed of the Complaints Procedure during the learner induction process and through leaflets. Materials advising students and others in how to access the procedure will be displayed on each College site. Complaint forms will be available in Learning Resource Centres, from Admissions, Learner Services and at Reception Areas. • Most complaints can be resolved on the spot. Complainants should seek immediate help from the appropriate member of staff. It is the clear responsibility of all staff to address any complaint positively and promptly. If this does not solve the problem then formal complaints should be made to the PA to the Directorate of Curriculum and Quality and may be made in writing, by telephone or by email. All complaints are monitored by the Learner Services Manager, who will record the complaint and send a written acknowledgement to the complainant. The Learner Services Manager will ensure the complaint is sent to the Manager responsible for the relevant area of the College, to investigate the complaint. Unless there are exceptional circumstance, the Manager is required to respond to this request, in writing, within 10 working days. If the response is likely to take longer than 10 working days, the Manager will send a written explanation for this to the Learner Services Manager as soon as the possible delay becomes apparent and prior to 10 working days of the receipt by the College of the report. He will report this to the complainant.
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_Complaint_191206 procedu 2.doc Amended 14/12/06 & returned to J Deacon
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YORKSHIRE COAST COLLEGE
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The Manager will respond to the complainant directly providing a written outcome of their investigation. This letter will describe the action that has been, or will be taken to address the complaint. If the complainant is dissatisfied with the College’s response to a complaint, they have right of appeal to the Principal. The Principal will acknowledge the appeal in writing and, normally respond to any appeal within 10 working days. Summaries of complaints will form part of each College area’s Self Assessment Reviews as part of the Quality Assurance process with the purpose of eliminating the reasons for complaint and prevent reoccurrence. Should a complainant be dissatisfied with the outcome of an appeal to the Principal, they have the right to refer the matter to the local Learning and Skills Council at the following address: LSC North Yorkshire 7 Pioneer Business Park Amy Johnson Way Clifton Moor YORK YO30 4TN Tel: 0845 019 4146
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Links with other policies/procedures/regulations The College Complaints Policy The Complaint form for customer use The Complaint form for staff use The Complaint form for managers’ response Ownership The College Corporation will receive a summary of the previous years formal complaints at the November Board meeting annually. This summary is to be prepared by the Learner Services Manager, and will include details of actions taken to resolve complaints. Review This procedure will be reviewed every 3 years. Contacts in case of emergency The Learner Services Manager, Yorkshire Coast College, Lady Ediths Drive, Scarborough, North Yorkshire, YO12 5RN Tele: 01723 372105 Date security, storage and archiving of documentation Copies of all correspondence will be sent to the PA to the Directorate of Curriculum & Quality. The Learner Services Manager will keep records of all correspondence relating to the complaint in the PA’s office.
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_Complaint_191206 procedu 2.doc Amended 14/12/06 & returned to J Deacon
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