Complaints Procedure (PDF) - Trafford College

those cases where the Head of Department is the subject of the complaint, the formal
complaint will be sent to the appropriate member of the Executive Leadership Team.
If a Head of Department or member of the Executive Leadership Team receives a written
complaint directly, then the details should be passed to the Quality Improvement Unit so it
can be logged and acknowledged within 3 working days.
3. On receipt of the complaint from the Quality Improvement Unit the Head of
Department will investigate the complaint and, in normal circumstances, respond to
the complainant within 10 working days. The response should include relevant
information about the investigation and will detail any corrective action the College
intends to take.
4. If the outcome of the process is unsatisfactory to the complainant, then a request
may be made for a review by any of the previously uninvolved Assistant Principals.
The result will be communicated within 5 working days.
5. If the complainant is not satisfied with the response from the relevant Assistant
Principal, then a review may be requested from the Deputy Principal. The result will
be communicated within 5 working days
6. If you are not happy with the review of your complaint by the Deputy Principal, a
review by the Principal (or by the Chair of the Corporation, if your complaint is
against the Principal or the Corporation) can be requested. The result will be
communicated within 5 working days
7. Where the complainant is not satisfied with the response by the Principal (or by the
Chair of the Corporation, if your complaint is against the Principal or the
Corporation) you should contact the Skills Funding Agency:
http://skillsfundingagency.bis.gov.uk/aboutus/contactus/complaints/
In the case of a Higher Education student who is not satisfied after the appeal
stages, they may make a further complaint to their Higher Education Institution via
their liaison tutor or in the case of Higher National Students, Edexcel require
centres to contact their regional office.
When dealing with complaints, College staff will ensure that financial and/or personal
details will be dealt with according to the Data Protection Policy to ensure confidentiality.
College staff will ensure that people who complain are not subject to discrimination or
retribution.
Monitoring of Complaints
The Deputy Principal will monitor all complaints. Monitoring will be carried out termly with
Heads of Department sending relevant files and copies of the Complaints Record forms to
the Quality Improvement Unit. An annual summary will be produced for ELT and the
Curriculum & Quality Committee
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