Compliments, suggestions and complaints

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

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

Compliments, suggestions and complaints form

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

website feedback form

    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.

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

Complaints guidance

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 10 working days. If this is not possible, you will be updated accordingly.

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.

Our compliments, suggestions and complaints policy and procedure