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How to make a Complaint

We are committed to working with all of our customers to improve our services.  To help us do this, we record all complaints.  If you are unhappy with the standard of service that you've received from us, we need you to tell us. 

All formal complaints made about courses, services and facilities for which the College is responsible will be fully investigated.  The information gained as a result of these investigations will be used in pursuit of corrective action and/or continual improvement.

You may make a complaint in the following ways:

In writing	Via email	Verbally to a member of staff
Using the Complaint Record Form, or by sending a letter, addressed to: Executive Assistant to the Principa City of Bath Colleg Avon Street Bath BA1 1UP	Email any member of staff or email complaints@citybathcoll.ac.uk (this email is sent directly to the Senior Leadership Group Administrative Staff)	Call the Executive Assistant to the Principal on 01225 328734 or talk to any member of staff.  They will make a record of your complaint and pass it to the Senior Leadership Group Administrative Staff for action.

If, as a student, you require support in order to make your complaint please speak to the Students Union, a member of the Student Advice Centre, the Student Participation and Well Being Team or any member of staff.

Within 48 hours you will receive an acknowledgement of your complaint.

Your complaint will then be allocated a complaint number and passed to the relevant Director / Head of Department / Head of Service.  They will enquire into the complaint, which in some circumstances may extend to giving all parties an opportunity to be heard and if it is substantiated in whole or part, take action to correct the situation. 

You will receive a response to your complaint within 10 working days of receipt.  If your complaint requires extensive investigation which cannot be completed within 10 days, you will be kept informed of progress. 

If you are unhappy with the outcome of the complaint, you can write to the Principal and request a review of the matter.  This will be undertaken by a Director who was not involved in the original process/decision and overseen by the Principal.  A further investigation will be undertaken to try and reach a solution acceptable to both yourself and the College.  If you are still not satisfied with the outcome, you can write to the Clerk to the Corporation.

Complaints Policy >>

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