Compliments, suggestions and complaints
We have an open approach to praise and criticism of our range of services.
Compliments, suggestions and complaints can communicated in various ways:
- By completing our online compliments, suggestions and complaints form (below)
- By emailing firstname.lastname@example.org
- Verbally or by calling 0117 312 5000.
Compliments, suggestions and complaints form
Staff from Learner Services can help you complete this form, if needed.
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.
If the response at the informal stage is not satisfactory, you can formally submit your complaint to the Complaints and Reputation Officer.
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 5 working days and will then be assigned to an Investigating Officer who will aim to resolve your complaint within 10 working days. If this is not possible, you will be updated accordingly.
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 and Reputation Officer, City of Bristol College, College Green Centre, PO Box 3158, Bristol, BS6 9JS or you can write to email@example.com.
The Vice Principal Curriculum and Quality 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.