is recognizedthat many concerns will be raised informally that can and should be dealt with immediately. Normally these concerns should be raised promptly and directly with either the class tutor/course leader/admin team member if the issue is not about an individual member of staff. Similarly, concerns should be raised promptly and directly with the individual against whom there is a concern. If you feel unable to approach that person directly, there are a number of people who could be approached. The aim is to resolve informal concerns quickly, keep matters low-key and enable mediation between the complainant and the individual to whom the matter has been referred. This is entirely appropriate where it can be achieved. However, if concerns are not satisfactorily resolved in this way complainants may follow Angular CollegeFormal Procedures for handling complaints –as specified below
The formal procedures are intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.
College Ltdhas defined a complaint as ‘any expression ofdissatisfaction that requires a response’. This definition will apply consistently across all curriculum and functional areas.
Angular College Ltdwill
acknowledge the formal complaint and aim to respond within a stated period of time
deal reasonably and sensitively with the complaint
take action where appropriate
welcome issues being brought to its attention to enable it to improve its services
The complainant will be expected to:
bring their complaint to Angular College Ltdattention within 12 weeks after the reason for the complaint occurred
explain the problem as clearly and as fully as possible, including any action taken to date
allow Angular College Ltdreasonable time to deal with the matter
recognise that some circumstances may be beyond Angular College Ltdcontrol
The Principaland his/her senior managers and staff and the AngularCollege Director
Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Angular Collegeobserve the confidential nature of issues. However the circumstances giving rise to the complaint may be such that it might not be possible to maintain confidentiality and each complaint will be judged on its own merit. Should this be the case, the situation will be explained to the complainant and/or their representative
.
Angular CollegeManagement Committee will receivea report of all complaints at least annually and will monitor the handling of complaints in accordance with the Angular Collegeprocedures.
Matters should normally be raised promptly and directly with the appropriate member of staff
Formal complaint, in writing, to Administration Office who will acknowledge receipt and confirm who the matter has been referred to
Referred to the relevant Course Leader/Administrator who will respond normally within 10 working days indicating the progress on their investigation into the complaint. Complainant will be invited to evaluate the process
If not resolved to the complainant’s satisfaction -Formal complaint in writing to the Senior Administrator stating reasons for dissatisfaction within 10 days of receipt of outcome at Stage 1
Initial response normally within 10 working days indicating the action to be taken to investigate the complaint. At the end ofStage 2, the complainant will be invited to evaluate the process
If not resolved to the complainant’s satisfaction –formal complaint in writing to the Principal, stating reasons for dissatisfaction within 10 days of receipt of outcome at Stage 2
Initial response normally within 10 working days indicating the action to be taken to investigate the complaint. At the end of Stage 3, the complainant will be invited to evaluate the process
.If the issue is not resolved to the complainant’s satisfaction, a formal complaint in writing should be made to
the Management Committee **The Management Committee comprises: the Principal and his/her senior managers and the Angular CollegeDirectors.
