The Complaints Procedure is intended to enable learners, potential learners, employers, clients and the general public to bring matters of concern about their learning experience to the attention of the College, and enable investigation of those concerns with the aim of a satisfactory resolution. This process provides welcome feedback to help improve services for students in partnership with the College.
The procedure for feedback is outlined in a number of publications, including the 'Getting it Right' leaflet and the Complaints Procedure for Learners, Potential Learners, Employers, Clients and the General Public. Should you require more in-depth information on the procedure, please contact ncn Call Centre on 0115 9 100 100 for more information.
We have tried to make our complaints process easy to understand and use.
The informal approach
One of the reasons why people are unhappy with the service they receive (at a college, in a shop, on a train) is that they feel nobody is listening to them. Usually, problems can be sorted out by explaining the situation to someone and discussing ways forward. We call this the informal approach and we recommend the complainant start here.
Who the complainant should talk to?
This may depend on what the complaint is about. The tutor might be the person to talk to first or the complainant may prefer to arrange to talk to a manager who is responsible for their programme area.
There are other people within the College who may also offer advice, support and guidance:
- College Advice and Guidance staff
- A Personal Adviser
- A Students' Union officer
- Any other members of staff who the complainant feels comfortable talking to.
The formal approach
If the complainant has tried the informal approach and still isn't happy, they may initiate the formal approach.
The complainant should complete a complaint recording form and email it to complaints@ncn.ac.uk or send a letter in writing to the ncn Complaints Administrator, at ncn Clarendon. Alternatively, a member of staff can help the complainant to fill in a complaint recording form, and then pass it on.
An initial investigation of the complaint will be completed within 10 working days and the outcome sent to the complainant.
What if the complainant disagrees with the outcome?
If the complainant is still not satisfied with the response, an appeal against the decision can be made within 10 working days of the date of the
complaint response letter. The complaint will then be reviewed by the Deputy Principal who will respond in writing within one calendar month of receipt of the appeal letter.
I’m still not satisfied. What’s the next step?
If you feel we have not resolved the problem satisfactorily you may complain to:
Skills Funding Agency
17a Meridian East
Meridian Business Park
Leicester
LE19 2UU
Tel: 08450 194 187