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:
- By completing our online compliments, suggestions and complaints form (below)
- By emailing complaints@cityofbristol.ac.uk
Our Complaints Policy can be found here.
Compliments, Suggestions and Complaints Form
Staff from Learner Services can help you complete this form if needed.
By submitting this form, you agree to our privacy policy statement.
Complaints Guidance
Useful Links
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. All of our term dates can be found on our term dates information page. 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.
