students in the hall of residence threw food behalf and a note of her contact details. out of a window as she was passing. She The receptionist passes them to the hall of said this had been very unpleasant and it had residence manager, who writes the following damaged her clothes. day offering an apology and saying that the college expects its students to be positive members of the community. The residence manager offers to pay the cost of any dry-cleaning, and explains that the college will seek to identify the students to ensure that their behaviour does not recur. This action and the complaint’s outcome are logged on the college complaints database. A student complains that his profile, which The college writes to the student with an he had provided for use in the college apology, an explanation of how the mistake prospectus, had been incorrectly reproduced, happened, and details of how it will resolve attributing information to him that belonged the issue. This would include replacing the to someone else. version on the college website, amending printed copies of the prospectus and making sure the correct text was included in future printed versions. These actions and the complaint’s outcome are logged on the college complaints database. A student complains that she has received a A member of the library staff checks and fine for the late return of library when confirms that the books had been returned she had, in fact, returned the books on time. on time, but the librarian had failed to update the computer system to reflect this. The student receives an explanation and an apology from the member of staff. This action and the complaint’s outcome are logged on the college complaints database. Appendix 2 What is not a complaint A concern may not necessarily be a complaint. For example, a customer make a routine request for a service. This is not a complaint, but the issue may escalate into a complaint if it is not handled effectively and the customer has to keep on asking for the service. A customer may also be concerned about college decisions, which may have their own specific review or appeal procedures. So, where appropriate, the college must direct customers to the relevant procedure. The following examples give details of the type of issues or concerns for which you should not use the CHP. This is not a full list, and you should decide the best resolution route for each individual case.
students in the hall of residence threw food out of a window as she was passing. She said this had been very unpleasant and it had damaged her clothes. behalf and a note of her contact details. The receptionist passes them to the hall of residence manager, who writes the following day offering an apology and saying that the college expects its students to be positive members of the community. The residence manager offers to pay the cost of any dry-cleaning, and explains that the college will seek to identify the students to ensure that their behaviour does not recur. This action and the complaint’s outcome are logged on the college complaints database. A student complains that his profile, which he had provided for use in the college prospectus, had been incorrectly reproduced, attributing information to him that belonged to someone else. The college writes to the student with an apology, an explanation of how the mistake happened, and details of how it will resolve the issue. This would include replacing the version on the college website, amending printed copies of the prospectus and making sure the correct text was included in future printed versions. These actions and the complaint’s outcome are logged on the college complaints database. A student complains that she has received a fine for the late return of library when she had, in fact, returned the books on time. A member of the library staff checks and confirms that the books had been returned on time, but the librarian had failed to update the computer system to reflect this. The student receives an explanation and an apology from the member of staff. This action and the complaint’s outcome are logged on the college complaints database. Appendix 2 What is not a complaint A concern may not necessarily be a complaint. For example, a customer make a routine request for a service. This is not a complaint, but the issue may escalate into a complaint if it is not handled effectively and the customer has to keep on asking for the service. A customer may also be concerned about college decisions, which may have their own specific review or appeal procedures. So, where appropriate, the college must direct customers to the relevant procedure. The following examples give details of the type of issues or concerns for which you should not use the CHP. This is not a full list, and you should decide the best resolution route for each individual case.
The-Further-Education-Complaints-Handling-Procedure-word-version1.docx