Hackney Community College. Complaints and Suggestions. Shoreditch Campus, Falkirk Street, London N1 6HQ

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1 Hackney Community College Complaints and Suggestions Shoreditch Campus, Falkirk Street, London N1 6HQ

2 We will take all complaints and suggestions seriously and promise to: Deal with all complaints and suggestions fairly and as quickly as possible. Send an acknowledgement within 10 working days* of receipt of the written complaint, if we cannot deal with the complaint/suggestion immediately. Provide a written response within 14 working days* wherever possible. Provide a confidential service, in that only staff or students who need to be, will be consulted or interviewed. The Student Complaints Procedure Informal Process If you have a complaint, you should first speak to your Personal Tutor, a Student Liaison Officer, a member of staff in Reception or Customer Services, or a College Manager who may be able to resolve the complaint immediately.

3 If you don t feel that has worked, then you can follow the following formal complaints procedure: Stage 1 If your complaint cannot be resolved informally, a College Complaint form should be completed by you or by someone on your behalf. Complaint forms are available from Reception, Student Lounge, Customer Services or Faculty Offices. You can also us at complaints@hackney.ac.uk. You can get advice and help if needed from the Complaints Officer or Student Liaison Officers. A complaint form can be completed and returned by post to The Complaints Officer, Shoreditch Campus or by to: complaints@hackney.ac.uk. The complaint form or your letter will be acknowledged by the Complaints Officer within 10 working days* after receiving it and the Complaints Officer will specify the appropriate person who will investigate your complaint and respond within a further 14 working days*.

4 Stage 2 If you are dissatisfied with the response at Stage 1 for whatever reason, you have the right to have your complaint reconsidered. This is called Stage 2 and your response must be received within 10 working days of receiving the College s Stage 1 response. Stage 3 If you are still unhappy after the response at Stage 2, you have the right to have your complaint independently reviewed. You should write to the Complaints Officer within 14 working days of receipt of the Stage 2 response. The appeal will be considered by either the Principal** or a Governor of the College. *The timescales detailed in the procedure will be adhered to wherever possible. In certain circumstances it may not be possible to give a full response within the time indicated but the College will keep the complainant informed of progress made in investigating a complaint. **The Governors of the College have delegated responsibility to the Principal to carry out the final stage of the Complaints Procedure where appropriate and where s/he has not investigated the matter at Stage 2 of the Procedure.

5 As a college we aim to provide high quality services that meet the needs of our students, staff and our wider communities. We welcome comments, complaints and suggestions from all members of the College community and from the general public. All complaints and suggestions are taken seriously and are not regarded as a criticism of individuals. The complaints and suggestions procedure has been developed to encourage constructive comments, so that we can make adjustments to and improve the way we work.

6 To make a complaint or suggestion You can make a complaint or suggestion in the following ways: By complaints@hackney.ac.uk suggestions@hackney.ac.uk Or you can write to us at the following address: Complaints, Suggestions and Feedback Customer Services Hackney Community College Shoreditch Campus Falkirk Street LONDON N1 6HQ Telephone:

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