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, through the Student Charter, via the 'Getting it Right' leaflet, the Complaints Procedure for Learners, Potential Learners, Employers, Clients and the General Public and is also detailed in the Student Handbook. A further more in-depth procedure is also available which offers guidance and support in dealing with complaints, please contact the 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 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 to complaints@ncn.ac.uk or send a letter in writing to the Complaints Department at ncn Clarendon. Alternatively, the complainant may wish to speak to a member of staff who will help to fill in a complaint recording form, which will be passed to the Learner Relations Coordinator.
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 the complaint will then be reviewed by the Deputy Principal who will provide the student with a decision in writing within one calendar month of receipt of the student’s request under the Appeal Stage.