Compliments, Suggestions and Complaints

Praise and Criticism

We have an open approach to praise and criticism of our range of services.

Compliments, suggestions and complaints can be communicated in various ways:

By completing our online compliments, suggestions and complaints form (below)
By emailing complaints@cityofbristol.ac.uk

Our Complaints Policy (PDF)

Compliments, Suggestions and Complaints Form

Colleagues from Learner Services can help you complete this form if needed.

Website Feedback Form

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Your Complaint(Required)

Our Complaints Policy does not: • Normally cover anonymous complaints – this will be decided on a case-by-case basis. • Normally cover ex-students unless the complaint is received by the college within eight weeks of the end date of the course. • Cover some staff complaints, which are more appropriately dealt with through HR procedures. • Cover appeals and complaints about academic assessment which are covered by the Assessment Policy. • Deal with applicant admission appeals covered by the Admissions Policy. • Manage safeguarding concerns which are dealt with through the college’s safeguarding procedures. • Cover exclusions and student disciplinary complaints covered by student discipline and behaviour. • Normally cover complaints made outside the time limit of 3 months since the issue originally occurred. • Complaints or claims that have been dealt with by proceedings outside of the college, such as an external court or tribunal. • Complaints or claims that are, or have already been settled by agreement between the complainant and the college. • Complaints where evidence of recordings or conversations that were obtained covertly and without the informed consent of all parties being recorded.

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We will send you an acknowledgement via email within 48 hours. If you register a complaint, we will investigate and an appropriate member of staff will contact you within 10 working days. Please make sure you provide up to date contact details to enable us to do this.

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By submitting this form, you agree to our privacy policy statement.

Complaints Guidance

Useful Links

Admissions Policy

Safeguarding Procedures

Concerns and Informal Complaints

In the first instance, the college encourages you to seek to resolve your concern informally by sharing the concern with the most appropriate member of staff in order to seek a prompt resolution.

Formal Complaints

If the response at the informal stage is not satisfactory, you can formally submit your complaint to complaints@cityofbristol.ac.uk.

You should specify:

The nature of your complaint
Any previous attempts you have made to resolve the problem
Your desired resolution of the complaint

Your complaint will be acknowledged within two working days and will then be assigned to an appropriate senior manager who will aim to resolve your complaint within 20 working days*. If this is not possible, you will be updated accordingly.

A nominated senior manager will then investigate your appeal and will provide a written ‘Completion of Procedures’ letter to you within one calendar month.

If you are submitting a complaint on behalf of a student who is over 18 and does not have an EHCP, we will require their permission to respond to you. We will contact the student directly. If they do not respond within 5 working days, we will be unable to take any further action and the complaint will be closed.

*If your complaint is covered by our policy, the investigator will aim to respond within 20 working days. However, this timeframe may be extended due to unforeseen circumstances such as illness, exams, or half-term breaks.

If the college is closed then the deadline for response will be paused until the college reopens.

Appeals

If you are not satisfied with the outcome of your complaint, you can appeal against the decision. You should submit your appeal within 10 days of receiving your response.

Your appeal should include:

Why the suggested resolution was not satisfactory
Your desired resolution from the college

Your appeal can be sent by post to c/o Complaints, City of Bristol College, College Green Centre, PO Box 3158, Bristol, BS6 9JS or you can write to complaints@cityofbristol.ac.uk.

A nominated senior manager will then investigate your appeal and will provide a written ‘Completion of Procedures’ letter to you within one calendar month.

Following the Appeal Stage

The college hopes to resolve all complaints in a satisfactory manner. However, if you are still unhappy with the resolution, you have the opportunity to appeal to the appropriate external body. Details of how to appeal further will be provided on the ‘Completion of Procedures’ letter.