Compliment, Comment
or Complaint
95% agree Calderdale
College was the right choice
If you're looking to make a complaint,
Follow our 4 stage guide
INFORMAL STAGE: REPORT THE ISSUE
Speak to your Progress Coach/Tutor/ACM as soon as possible to see if the issue can be resolved at this stage.
If your problem is unfortunately not resolved at this stage then please proceed to stage 1 of the formal complaints process.
STAGE 1: REPORT VIA WEBSITE
Visit calderdale.ac.uk/contact-us/compliment-comment-or-complaint/ and raise a formal complaint. Students on Open University courses should submit their appeal directly to the OU. Further information on how to submit this can be found in the Open University Handbook of Validated Awards.
Acknowledgement
An acknowledgement letter or email will be sent within two working days confirming the contact details of who will carry out the investigation.
Investigation
The manager or head of unit who is investigating the complaint will arrange a meeting within 5 – 10 working days. The final response will be within 20 working days.
If your problem is unfortunately not resolved at this stage then please proceed to stage 2 – Appeal to the Principal.
STAGE 2: APPEAL TO THE PRINCIPAL
You have the right to appeal within 10 working days of the date on the final response letter being issued.
After hearing your appeal, the Principal or Deputy/Vice Principal’s decision will be final. If your problem is unfortunately not resolved at this stage then please proceed to stage 3.
STAGE 3: REQUEST FOR EXTERNAL REVIEW
The third stage includes appealing to the appropriate Awarding Body.
These bodies may not investigate the original complaint you made against the College but will look at whether the College handled your complaint appropriately.
FAQs
- We aim to send you an acknowledgement letter within 2 working days confirming who will carry out the investigation along with contact details.
- Investigating staff will aim to meet with you within first 5-10 working days in order to investigate raised concerns.
- Final response will be sent by letter within 20 working days of first receiving it. This is our target for all complaints. If we need more time to investigate, we will explain why and when you can expect our response.
- If you remain dissatisfied, you have the right of appeal which must be made in writing to the College Principal, within 10 working days of the date on the final response letter being issued.
- The Principal or designated Deputy/Vice Principal, depending on who conducts the appeal, will respond within 10 working days and arrange an appropriate time to meet with you to discuss your appeal.
- Appeal hearing letter will be sent within 10 working days of appeal hearing
- If you are still dissatisfied, you have the right to an External Review by your appropriate Awarding Body. Further information on how to complete this will be included within your Complaint Appeal Outcome letter.
- These bodies may not investigate the original complaint you made against the College but will look at whether the College handled your complaint appropriately.
- In the case of Open University courses, students should submit their appeal directly to the OU (not to the Principal). Further information is available via the Open University Handbook for Validated Awards.
The College cut-off is 3 months after the date of an incident to accept a complaint unless there is clear evidence that the complainant needed longer and therefore the College is willing to consider these exceptions.
Did you know?
90% of students go on to employment or further study
OFSTED Good and Outstanding
We were rated Good for our Further Education offer and Outstanding for Apprenticeships!
Here’s what they said
“Teachers ensure that learners make good progress in developing their vocational skills and gain good levels of knowledge and understanding in practical subjects.”
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“Learners gain confidence and improve the social interaction and communication skills that will support them well in their future lives.”
View our OFSTED report here.
